Voice Planner

BT Ireland; Enfield; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent telecommunications company is seeking a Specialist Engineer to support British Airways voice services at Heathrow. Responsibilities include managing Cisco Call Manager configurations, customer liaison for telephony requirements, and project management. Candidates should possess strong problem-solving skills and the ability to communicate effectively with non-technical clients. This full-time role offers numerous benefits including a 10% on-target bonus and flexible working opportunities.

Benefits

10% on-target bonus

25 days annual leave

Flexible benefits including healthcare

World-class training and development

Discounted broadband and mobile packages

Access to retail discounts

Qualifications

• Prior experience in telephony solutions.
• Strong organizational skills and ability to manage time effectively.
• Ability to explain complex issues to non-technical customers.

Responsibilities

• Liaise with customers to understand requirements.
• Configure telephony solutions primarily using Cisco Call Manager.
• Manage change requests and project documentation.
• Collaborate with third-party suppliers.

Skills

Cisco Call Manager Administration

Project Planning

Self-organisation

Logical problem-solving

Customer service skills

Telephony solutions

Job description

As a Specialist Engineer you will be supporting British Airways voice services. The role includes managing voice (telephony) requests, ranging from setting up the telephony requirements for a new site to the cessation of voice circuits, and everything in between. Wide range of voice experience at Enterprise level, with a mandatory requirement of a high‑level skill with Cisco Call Manager. This is a technical, hands‑on role and you will be expected to work with customers to understand the business requirements and arrange for the projects and requests to be completed. You will be based at the customer site (Heathrow) throughout the week and work with a close-knit team of engineers who support each other.

You’ll have the following Responsibilities

• Liaise with customers to obtain and fulfil requirements.
• Telephony configuration, mostly Cisco Call Manager.
• Undertake and update project documentation.
• Raise and manage customer change requests.
• Manage third‑party suppliers.
• Work with wider BT Teams.
• Recommend solutions to improve customer services.
• Guide customers through using BT products/services.

You’ll need to have the following skills and experience

• Cisco Call Manager Administration.
• Project Planning.
• Strong ability to self‑organise and manage your time.
• Able to explain issues/solutions to non‑technical customers.
• Work through problems logically.
• Prior experience with other telephony solutions.
• 10% on‑target bonus.
• 25 days annual leave (not including bank holidays), increasing with service.
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan.
• World‑class training and development opportunities.
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages.
• Access to 100’s of retail discounts including the BT shop.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start‑ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi‑skilled team that makes a significant impact to society.

Although these roles are listed as full‑time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.