About this role
The Contact Centre Tooling Product Specialist is a subject matter expert (SME) for the organisation’s Contact Centre tooling platforms, supporting the Contact Centre Tooling Product Owner to ensure that platform changes and deliveries are fit for purpose, operationally effective, and aligned to approved business requirements.
The role focuses on platform capability, configuration, integrations, and delivery assurance, working closely with Channel Operations (ChOps), vendors, and internal/external technology teams. The Product Specialist does not own product strategy, roadmap, or prioritisation decisions, but plays a critical role in ensuring solutions work effectively in practice.
Contact Centre Tooling Subject Matter Expertise
Act as a Contact Centre tooling SME, providing expert knowledge on contact centre tools.Support the Product Owner by validating that proposed solutions and deliveries are fit for operational use.Provide expert input into solution design, configuration choices, and impact assessments.Requirements & Delivery Support
Support the Product Owner by taking delegated responsibilities for the delivery of business requirements.Work with delivery teams to clarify requirements and ensure they are implemented as intended.Validate delivered functionality against agreed requirements, use cases, and operational needs.Integration & Systems Collaboration
Work closely with teams within Channel Operations (ChOps) and external technology teams to ensure effective integration between Contact Centre tooling, CRM, Knowledge Management, and downstream systems.Support integration testing, issue resolution, and defect triage.Identify and escalate risks, dependencies, and constraints to the Product Owner.Vendor & Stakeholder Interface
Interface directly with technology vendors to support requirement clarification, solution design, configuration, and delivery validation.Act as a day‑to‑day point of contact for Channel Operations regarding Contact Centre tooling behaviour and capabilities.Support vendor delivery assurance by validating outputs against expectations.Quality Assurance & Readiness
Support functional and technical sign‑off activities as delegated by the Product Owner.Contribute to release readiness activities, including operational validation and go‑live support.Identify continuous improvement opportunities based on operational insight and platform performance. Strong experience working with Contact Centre and CRM platforms in an operational or systems role (e.g. CRM, Knowledge, workforce, reporting)Experience supporting business requirements delivery in a systems or product environmentAbility to work effectively with vendors and cross‑functional teamsStrong analytical and problem‑solving skillsConfident communicator able to explain technical concepts to non‑technical stakeholders Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
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