Information Systems Specialist Telephony

Sheffield City Council is on an exciting digital transformation journey, transforming how we deliver services through innovative digital solutions, automation and emerging technologies. As we continue to modernise and improve services for our residents, this is an excellent opportunity to play a key role in shaping the future of digital public services.

The Role

The postholder will provide advanced technical and professional expertise for the Council's Mobile Device Service, Storm Corporate Telephony platform and associated digital services.

These services support front-line service delivery, customer contact and staff connectivity, enabling residents and employees to access information, communicate effectively and interact with Council services through a range of channels.

The role combines complex day-to-day development with responsibility for delivering service enhancements that support major transformation programmes, operational service delivery and improved customer journeys. This includes initiatives such as, workforce management (WFM) development, channel shift and call reduction programmes, customer self-service improvements and the implementation of new contact centre capabilities.

Key Responsibilities

• Act as the subject matter expert for the Council’s Storm Contact Centre telephony system, corporate mobile devices, Microsoft Intune and Microsoft Teams telephony, setting technical standards and providing authoritative advice.
• Lead complex Corporate Telephony development, configuration and support.
• Develop advanced digital services using Telephony platform tools, Google Dialogue Flow and related technologies.
• Design, build and support integrations between internal and external IT systems.
• Investigate and resolve complex technical issues across telephone call treatments and integrations.
• Design, build and support Mobile device builds on Intune for both Android and IOS devices.
• Translate business requirements and programme objectives into technical solutions, development plans and deliverable outcomes.
• Manage assigned developments through planning, build, testing, implementation and post-deployment support.
• Work closely with project teams, service areas, suppliers and technical colleagues to deliver transformation and service improvement initiatives.
• Ensure solutions comply with security, accessibility, data protection, architectural and governance requirements.
• Drive continuous improvement by identifying opportunities to enhance processes, automation, integrations and customer experience.
• Support knowledge sharing, peer review and the adoption of consistent development standards and practices.

Skills and Knowledge we are looking for

• Advanced Telephony system development, configuration and administration skills.
• Experience developing Mobile Device management builds on Intune
• Proficiency in system integrations.
• Strong technical troubleshooting, problem-solving and root cause analysis skills.
• Ability to design scalable, maintainable and supportable digital solutions.
• Experience managing development activities through the full lifecycle, including planning, testing and implementation.
• Strong stakeholder engagement and communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to translate business requirements into practical technical solutions.
• Knowledge of accessibility standards, information security, data protection and change control processes.
• Strong organisational skills, with the ability to manage competing priorities, risks, dependencies and delivery deadlines.
• Commitment to innovation, continuous improvement, knowledge sharing and professional development.
  

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.