Engineering Technical Team Leader (US)

Service Operations & Support   |   New York

POSTED: 15/10/2021

Introduction to Red Box

Red Box is the leading dedicated voice specialist, empowering organisations to capture, secure and unlock the value of enterprise wide voice. With the most open and connected platform, we capture and transcribe voice from all major communications platforms across global enterprises and SMEs. Our customers retain complete data sovereignty and we connect them to the broadest partner ecosystem to maximize the value of captured voice data.

Working with our global reseller channel and direct enterprise customers, we are trusted by leading organisations across financial, contact centre, government and public safety sectors (including six of the world’s top banks, 85% of global interdealer brokers, 1,700 call centres and over 70% of UK police forces) and we capture and secure millions of calls daily for over 3,400 customers around the world.

Over the past 2 years, the business has been working on its next generation enterprise voice platform (Conversa), giving clients:

  • Open access and control over their Voice data​
  • The ability to capture high quality real-time data from anywhere​
  • The freedom to use the data with any application anywhere​
  • A significant reduction in their TCO​

Conversa is now limited release to enterprise customers and has generated significant interest and momentum.  

 

Purpose of role

To provide Technical Team Leadership to a group of Engineers in support of our clients who have purchased services from Red Box.

Reporting Line & Level.

This role reports into US Lead Service Delivery Manager

Level is Mid Senior

Primary Responsibilities

  • Provide overall BAU Technical Leadership to a team of 3L Engineers including:
    • Lead Technical Troubleshooting plans and allocation of tasks within
      • Can attend bridges/client calls as a senior technical leader
      • Able to lead on client-facing technical conversations
    • Drive forward resolution of complex incidents including Major incidents
  • Act as a BAU Technical escalation point before cases are sent to Development or R&D or Technical Services Lead
  • Is able to fulfill the role of senior technical lead to a group of 3L engineers
  • Provide Team leadership to technical teams including:
    • Day to day task allocation – incident, planned work, proactive checks and monitoring
    • Participating in resource management meetings across multiple accounts
    • Technical oversight of change management including provide direction on complex changes
    • Ensure Knowledge Management in place
    • Provide technical input to appraisals
    • Ensure team roster in place
    • Build training / upskilling plans for team
  • Demonstrate strong co-working Service Management and Technical teams across multiple accounts. Can foster collaboration and resolve prioritization challenges in a positive way.
  • Understanding of ITIL (Dev Ops would also be a bonus)
  • There is an on call element to this role

 

Skills & Experience

  • 3+ years experience leading teams
  • 3+ years working within an IT/Telephony support role
  • Strong client facing roles, at Enterprise grade
  • Finance / Healthcare sector roles
  • Has worked in an international company, dealing with enterprise grade clients
  • Technical skills:-
    • Degree in relevant technical subject or suitable IT Certification (eg CCNA)
    • Telephony / Unified Comms exposure
    • Voice Recording exposure
    • Linux / Microsoft Windows Server
    • Cloud or VM / Virtualisation Technologies
    • Kubernetes, Docker, ElasticSearch etc
    • Networking
    • Knowledge of scripting tools
    • Must be acting at ‘expert’ level in multiple of above

 

Benefits

  • 30 days paid leave, plus your birthday off paid
  • Health Benefits
  • Retirement Plan

 

We value people who can support our Red Box employee value proposition ‘courageous, competitive, collaborative’

We are an equal opportunities employer and believe that inclusivity is vital to our success. If your skills and experience aren’t a complete match for our criteria, but you know you have something to give, we want to hear from you. We support our teams to do their best work through flexible and part-time options.

 

Closing date: Tuesday 30th November 2021

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