JOB DESCRIPTION. Be responsible for ensuring the implementation of standard operating procedures (SOPs) and systems documentation.

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1 JOB DESCRIPTION Job Title: Specialist Reporting To: Infrastructure Department(s)/Location: Clydebank / Norseman Job Reference number: 1. JOB PURPOSE Provide specific specialist and more general support to the NHS 24 organisation, by assisting the Infrastructure and Implementation to design, shape and maintain the voice systems utilised by NHS 24 Frontline and back office systems. Be responsible for ensuring the implementation of standard operating procedures (SOPs) and systems documentation. Support in the development of the NHS 24 voice systems through the provision of specialist project tasks. To maintain and enhance the reliable and efficient running of the NHS 24 Frontline and back office platforms which support a wide variety of contact centre and clinical applications most of which must be available 24/7. To work with colleagues and suppliers to develop plans for improvements in the efficiency, safety and reliability of the NHS 24 Voice systems/applications. To work with colleagues in other Technology and Service Delivery Teams to review technical options, provide solution design advice and local change implementation plans. To be involved in the direction of the test validation and deployment of both major system upgrades and / or the implementation of Operational configuration or hardware enhancements to support Frontline or back office Voice systems. To support the Application Delivery and Technology Programme Teams by sharing expert stakeholder knowledge, maintaining development guidelines, helping design and participating in quality improvement activities, and providing resilience to the Service Team on occasions when demand exceeds resource. Due to the technical complexity of the NHS 24 technologies implemented the role of Specialist will be focused to support specific elements of the NHS 24 Voice and/or Data technology solution on a day to day basis but will retain the flexibility to support all of the NHS 24 frontline and back office infrastructure, systems and applications should that be required. 1

2 2. ORGANISATIONAL POSITION Head of Delivery Application Delivery Service Infrastructure Implementation Web Developer Security Service Management Administrator Test & Release Specialist (Data) Digital Developer Test Analyst Specialist (Voice) Digital Developer Test Analyst Specialist (Voice) Specialist (Voice) Database Architect 2

3 3. SCOPE AND RANGE The Specialist provides technical support to the NHS 24 national service covering the following context; Provides real time technical subject matter expertise and support to managers and the wider Technology team to assist with the resolution of highly complex problems across the entire NHS 24 technology estate. Regular liaison as a technical subject matter expert with external suppliers to ensure effective service delivery and early identification and resolution of any technology related issues across the NHS 24 technology estate. Provides 1 st escalation point for any unresolved issues or faults in relation to technology across the entire NHS 24 Technology estate. Works in a subject matter expert advisory role to support the implementation of new services, infrastructure, or applications developed either internally or externally to enhance frontline or back office performance or quality. Works as subject matter expert advisory role to ensure system / infrastructure upgrades meet the business requirements across the NHS 24 voice Technology estate. To own short, medium and long term planning elements of technology specific voice system level activities in the wider Infrastructure 12 month Horizon Scanning Plans to ensure NHS 24 Frontline and back office systems are efficient, safe and fully supported. 4. MAIN DUTIES/RESPONSIBILITIES Provide assistance and support to the Infrastructure, which contributes to the development of future Voice architectures and strategies, which enhance and improve patient access to the NHS 24 service. To manage suppliers and internal teams to resolve highly complex technical issues and to provide regular updates and communications to all levels of technical competence across the NHS 24 organisation. Work with BT and other external suppliers to specify amendments and additions, which cover voice systems, utilised by NHS 24 frontline, back office systems and infrastructure, and develop requirements on behalf of NHS 24 Technology and Service Delivery and their Partners. Provide on-site support in relation to voice systems for front line s during peak call times. 3

4 Assist with the implementation, testing and sign-off of all new voice systems i.e. Symposium upgrades, Web client, Power Dialler, CTI, IVR, Vodafone ICM, SAP BCM, SAP CRM (non exhaustive list.) Provide the NHS 24 operation with the relevant in-house technical and engineering skills in relation to voice frontline and back office systems and infrastructure to ensure timely resolution to any technology related issues or problems. Work in conjunction with critical suppliers to ensure successful delivery of Operational changes to the NHS 24 Technology solution e.g. call routing plans via the Horizon or Vodafone network on behalf of NHS 24. The implementation of new hardware to support the expansion of NHS 24 frontline systems or the development of current applications to support new or evolving services. Responsible and accountable to the Infrastructure for ensuring the accuracy, consistency and timeliness of all reports and analysis produced in relation to the data extracted from any Voice or Voice related system analysis, utilisation reports in relation to the effectiveness of NHS 24 s infrastructure, systems and applications Provide concise explanation in relation to specific elements of the NHS 24 Technology solution to other directorates which helps to promote better understanding of technology related products, services and issues Assist with the production of detailed technical explanation of technical incidents and provide ongoing system/application and or infrastructure performance and quality reviews Regular liaison with NHS 24 s wider Technology Team to ensure joint working and communication to deliver an effective and safe service Regular attendance at Infrastructure Team meetings to discuss and review the key objectives, performance and delivery of the Specialism team Provide subject matter expertise in relation to Voice specific elements of the NHS 24 Technology solution to various projects and initiatives across the organisation Responsible and accountable to the Infrastructure for achieving key performance measures and targets aligned to core business and personal objectives Ensuring NHS 24 s requirements in relation to specific elements of the Technology solution are interpreted accurately and carried out in a timely manner by both internal and external suppliers To provide training and knowledge transfer of technical solutions to other areas of NHS 24 when required particularly in response to major change to voice infrastructure. To be able to provide hands on support to senior members of the NHS 24 management team in a professional and courteous manner and specific to the tools and mode in which they use them. 4

5 To provide accurate and relevant guidance in the completion of Technology related Policies and Procedures across the NHS 24 Technology solution. The post holder will be responsible for identifying and proposing changes to policies and procedures, specifically in relation to its voice systems and infrastructure elements and network connectivity. 5. SYSTEMS AND EQUIPMENT The Specialist is responsible for the technical support and hands-on operation of the following systems dependent upon their area of focus. The following list is non exhaustive and dependent upon the specialism of the individual within the role being fulfilled; WAN / LAN infrastructure and associated systems Avaya / Verint / BCM A integrated multi channel Voice and Recording digital system used to meet all key NHS 24 core call taking deliverables Infrastructure 3rd party hosting arrangements from Architectural Design through to implemented support lifecycle Desktop / Laptop / Mobile Devices / other peripherals build and support management and performance monitoring All other front end and back office Business Applications development and support. Symposium Release 5.0 adding and amending call routing, call scripting, script variables and recorded messages, setting up new skillsets Symposium desktop applications /Web client setting up and maintaining real time displays to ensure the organisation has visibility of resource, service levels etc BT Horizon Platform/Vodafone 111 Platform / Intelligent Network In collaboration with BT responsible for changes and additions to NHS 24 s Link Line Plans to ensure appropriate geographical routing aligned to appropriate sites, effectively support the introduction of new services, help lines, dispersed model etc, changes in relation to Partners call routing times to support Protected Learning Times and Public/ Bank Holidays Nortel Product Suite/ Meridian ACD/PBX Working in conjunction with BT to ensure appropriate and effective programming on Meridian phone sets Support the effective management of the NHS 24 Technology solutions e.g CDN s setting up and amending Controlled directory numbers to ensure effective internal call routing. DTN s setting up and amending Deliver to Numbers to ensure effective external access into NHS 24. (non exhaustive list.) Support the effective management of the NHS 24 Technology solutions e.g. Service view (Simple/ Advanced control access) Responsible for the interrogation, reporting and analysis of repeat caller data, attempts and categorization of IVR Message attempts and call effectiveness for 5

6 NHS 24 s incoming applications. (non exhaustive list) Excel, Word, Microsoft Specific expertise in supporting Voice systems implemented in the NHS 24 Technology solution e.g. Voice Recording Provide technical support in conjunction with IT/BT Responsible for the purchase of transactional items (Service Packs etc) to support local level technology operations. This requires adherence to NHs 24 Financial policies and procedures within current sanctioned budgetary authority for the role. 6. DECISIONS AND JUDGEMENTS The Infrastructure on an annual basis sets objectives for the post holder, however the post holder has full freedom to interpret and define how these are best achieved. The post holder, as the lead specialist will be expected to function autonomously at all times and the requirement for guidance from the Infrastructure will be rare. Decision-making responsibility for recommendation to external suppliers in relation to the resolution of highly complex technical issues or implementation Provide advice to Senior Operational staff across the NHS 24 Organisation on related technology products and services Work in conjunction with Senior Management Teams across all directorates to ensure any potential developments/initiatives taking place have minimal negative impact on overall service delivery Provide technical support to the NHS 24 Technology Team, which helps to inform their decision making when dealing with any issues in relation to technical issues with external suppliers during Major Incidents or project implementations.. Act and represent NHS 24 as in-house subject matter expert in all matters relating to specific elements of the NHS 24 Technology estate. 7. COMMUNICATIONS AND RELATIONSHIPS As a senior member of the Infrastructure Team, the Specialists are required to develop and maintain relationships with a wide range of people. These include: Internal Represent the Delivery Team at cross-directorate meetings, senior management team meetings, project and focus groups on a regular basis to provide updates on highly technical work-packages, issue resolution plans or Change Requests. Be able to provide Status Reports to senior executives up to and 6

7 including the Associate Director of Technology as and when required. Reporting to the Head of Delivery when required on developments within their specialist remit providing concise and relevant Status Reports that convey highly technical issues / updates in a non technical dependent and understandable and communicable manner. Reporting to the wider Service Delivery Directorate Senior Management Team and non Technology s in relation to any technical issues or problems and be able to convey highly technical information in a way that will be understood relative to the role of the individual receiving it. Regular liaison and joint working with NHS 24 s wider Technology Team to ensure ongoing alignment of any work related projects is taking place and fully supported from a technical specialist level. External Communicating professionally on behalf of NHS 24 on a regular basis with external critical suppliers to ensure effective service delivery is being maintained and any issues in relation to technology are brought to a timely resolution. Provide concise and accurate written and verbal updates on NHS 24 issues / technologies with 3 rd part organisations such as other Health Boards or Public Sector organisations. Develop and cultivate strong relationships with critical suppliers to enable close working and understanding of NHS 24 technologies and operations when implementing change or resolving highly complex issues. 8. PHYSICAL DEMANDS OF THE JOB Physical Effort Mental Effort Requirement to move and assemble technical equipment in response to requests from frontline or back office teams Requires a high degree of technical knowledge and regular periods of concentration that could be subject to interruption. Working Conditions Regular travel between all Contact Centres, Headquarters and Partner sites Prolonged, continuous use of desktop equipment and use of complex application software packages. 7

8 May require working to a rota to provide on-site and on-call support 9. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Frequent requirement for sustained concentration across several highly complex technical matters and throughout interruptions from staff, clinicians and other project stakeholders. Focus and sustained concentration is needed as work patterns are often unpredictable able and can involve multi-threaded, complex scenarios. Consistently striving to ensure that NHS 24 s Technology solution, specifically Data is provided and maintained to a high standard to support safe and effective service delivery Also, delivering and achieving buy-in from other Directorates within NHS 24 to gain support and a better understanding of the Technology remit. Ensuring NHS 24 s requirements in relation to specific elements of the Technology solution are met in the timescales required. May require to be part of an On Call rota 10. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB 5 years + experience in a role, within a substantial Contact centre environment Formal qualification in Engineering at Degree Level or equivalent industry experience in Voice or similar technologies Excellent working knowledge of call centre products and Voice Solutions such as AVAYA and Verint Good understanding of SAP Voice systems such as BCM Good understanding of ACD systems and principles of operation Good understanding of Local and Wide area networks Proven track record in delivering excellent service under all conditions and a strong desire to succeed Well developed project management skills Well developed diagnostic and analytical skill set and the capability to expand personal knowledge as technology develops A high level of PC literacy is required, in all standard desktop packages Highly customer focussed with excellent communication and interpersonal skills Highly motivated, flexible and an excellent team player 8

9 11. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holder s Signature: Head of Department Signature: Date: Date: 9