[Hiring] Telecoms and Call Centre Specialist @Spectrum.Life

Role Description

Our telephony infrastructure is central to everything we do. The calls we receive are sensitive in nature, and the availability of our phone services is directly linked to our ability to support people when they need it most. The performance, reliability, and administration of our telecoms platform is therefore a critical function within the business.

This role sits within the IT function and reports directly to the Head of IT. The Telecoms and Call Centre Specialist is responsible for the day-to-day administration, configuration, monitoring, and improvement of the Spectrum.Life telephony platform, built on Asterisk and FreePBX and managed in partnership with our telecoms provider.

The role covers:

• Call queue management
• IVR configuration
• Agent reporting
• Wallboard development
• Call statistics production

As Spectrum.Life expands, this role will extend across all active markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, and operational stakeholders to ensure telephony performance meets contracted SLAs and supports the quality of service our clients depend on.

Responsibilities

• PBX Administration
  • Day-to-day administration of the Asterisk/FreePBX platform, including extension management, dial plan configuration, and IVR setup
  • Manage and maintain call queues, ring groups, and routing logic across all active DDIs
  • Coordinate with telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution
  • Carry out configuration changes in line with the Release and Deployment SOP, ensuring changes are tested and documented before production deployment
  • Maintain system documentation and update the Telecommunications Management SOP required
• Call Centre Operations
  • Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates
  • Configure and maintain agent pause codes and operational states to support accurate reporting of agent activity
  • Support the operational team with call flow changes, queue adjustments, and IVR prompt updates in response to business need
  • Liaise with service teams to ensure call routing and queue configuration reflects current operational requirements across Ireland, UK, and Australia
• Reporting and Call Statistics
  • Produce regular call statistics and performance reports for operational and management stakeholders
  • Maintain and develop the call statistics recording system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting
  • Support the development of automated reporting pipelines, working alongside the Data function where applicable
  • Ensure reporting is accurate, timely, and aligned to the metrics that matter to the business
• Wallboard Development and Maintenance
  • Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility
  • Develop new wallboard views and features, including call queue information such as agents available versus calls waiting
  • Work with the Head of IT on iterative improvements to the wallboard, built in PHP with a server-side cached data layer and JavaScript client
  • Ensure the wallboard remains stable, accurate, and performant in a production environment
• Monitoring, Availability, and Incident Management
  • Monitor telephony system health and DDI availability, acting promptly on alerts or anomalies
  • Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy
  • Maintain awareness of the telecoms vendor SLA and support the Head of IT in ensuring the vendor meets its contractual obligations
  • Maintain line issues registers and contribute to post-incident reviews

Qualifications

• Demonstrable hands-on experience administering Asterisk and FreePBX in a production environment
• Experience managing call centre queues, IVR configuration, DDI routing, and dial plan logic
• Practical experience producing call centre reports and working with call data, either from QueueMetrics, CDR records, or equivalent reporting tools
• Experience developing or maintaining operational dashboards or wallboards, with an understanding of real-time data presentation
• Comfortable working with PHP or equivalent server-side scripting for telephony integrations and data handling
• Able to read and interpret call flow logic, PBX event data, and system logs to diagnose and resolve faults
• Strong written documentation skills; able to produce and maintain SOPs and configuration records to an auditable standard
• Experience working with a managed telecoms provider and managing vendor relationships against SLA obligations

Desirable

• Experience with SIP trunk configuration and multi-instance PBX environments
• Familiarity with QueueMetrics or similar call centre analytics platforms
• Experience with webhook-driven integrations and event-based data capture from PBX systems
• Experience with DDI testing tools or automated telephony testing processes
• Working knowledge of JavaScript for front-end wallboard or dashboard development
• Exposure to multi-market telephony operations, particularly across UK, Ireland, or Australia
• Understanding of ITIL service management principles, particularly incident and change management

Benefits

• Your profile
• Methodical and detail-oriented; understands that accuracy in telephony configuration has direct operational consequences
• Self-sufficient in a remote working environment; able to manage own workload and prioritise without close supervision
• Clear communicator across technical and non-technical audiences; able to explain telephony issues in plain language to operational stakeholders
• Proactive in identifying and resolving issues before they escalate to outages
• Comfortable working within a structured change management process and maintaining accurate records
• Collaborative; willing to work alongside vendor contacts, the Data function, and operational teams to deliver improvements