IVR Telephony Developer

Alexander Mann Solutions • ATS • Lancashire, Manchester, United Kingdom • 1d ago

Royal London is a Financial Services company with a difference. As the UK's largest mutual life, pensions and investment company, we're owned by our members and work for their benefit, not for shareholder profits. We've grown rapidly and have been recognised as one of the UK's top rated places to work.

Today, Royal London has over £170 billion of assets under management, and around 4,000 employees working in five offices across the UK and Ireland. As an organisation, they have worked hard to become experts in specialist markets, building a trusted brand, with plenty of awards to show for it.

We've worked hard to become experts in our specialist markets, building a trusted brand - and our teams have plenty of awards to show for it. Whatever team you're interested in joining and whatever role you play, we'll help you to make a difference.

AMS is a global workforce solutions partner committed to creating inclusive, dynamic, and future-ready workplaces. We help organisations adapt, grow, and thrive in an ever-evolving world by building, shaping, and optimising diverse talent strategies.

We partner with Royal London to support their contingent Recruitment processes Acting as an extension of their recruitment team, we connect them with skilled interim and temporary professionals, fostering workplaces where everyone can contribute and succeed.

On behalf of our client, Royal London. We are looking for a IVR Telephony Developer for a 6 Month Contract based in Manchester or Edinburgh.

Purpose of the role:

Manage and develop Contact Centre telephony systems, ensuring smooth, efficient, and resilient customer communication. Act as the technical lead for Avaya technologies, supporting daily operations and shaping future contact-handling capabilities.

What you'll do:

Administer and maintain Avaya Aura Contact Centre (AACC) and related systems.
Configure call routing, IVR, reporting, and agent setups.
Identify and deliver technology improvements for performance and efficiency.
Document all systems, recovery, and support procedures.
Lead or support disaster recovery planning and testing.
Highlight risks and ensure system resilience.
Apply and support company risk management processes.
Ensure systems and actions meet regulatory and governance standards.

Key Accountabilities, Skills & Experience:

Advanced knowledge of call centre operations and telephone technology for example, Computer Telephone Integration, Provider Networks and services (BT), Diallers, Voice Recording, Interactive Voice Response and Internet integration.
Excellent communication and presentation, coaching and training and facilitation and questioning skills, being able to translate and explain complex technical issues in a manner that renders them understandable for non technical people.
Advanced PC user with knowledge of spreadsheet, database and project planning applications for data collation and knowledge of word processor and presentation applications for training and management presentations.
Good awareness and understanding of company products and policies sold and serviced through operational departments to members, providers and staff.
A strong work ethic delivering to high standards, working to deadliness and prioritisation of tasks.
Understanding of VoIP protocols and codecs
Understanding of VoIP call signalling and setup
Experience configuring and maintaining IP-based contact centre systems
Experience of PABX ACD systems (particularly Nortel) (Advantageous)

Next Steps:

This client will only accept workers operating via an Umbrella/PAYE engagement model.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and speak to one of our sourcing specialists now.

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business

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