GMV Complex Ops Specialist

About the role

The Customer Advocate provides operational ownership for a small portfolio of key global voice customers as part of a shared Customer Advocate model. Each advocate develops a strong understanding of their customers' voice estate, traffic flows, service configuration and operational dependencies, while working closely with the wider team to share knowledge and provide continuity of support.
The role owns service governance, operational performance and technical escalations, acting as the link between the customer and our technical teams. When service is at risk, the Customer Advocate coordinates the response and provides clear ownership through to resolution.
Unlike traditional account management or service desk functions, the role brings together customer relationship ownership and technical understanding. The shared model provides customers with clear accountability while also giving them access to the knowledge, experience and resilience of the wider Customer Advocate team.

What you’ll be doing

•    Own the operational relationship for a small portfolio of key global voice customers.
•    Develop and maintain a detailed technical understanding of each customer's voice estate and how their traffic is delivered.
•    Deliver agreed service governance and ensure actions, risks and service improvements are managed through to completion.
•    Act as the operational escalation point when customer service is at risk.
•    Coordinate technical and operational teams during complex incidents and drive issues through to resolution.
•    Proactively review service performance, incidents and trends to identify risks and improvement opportunities.
•    Support customer migrations, changes and service improvements from an operational perspective.
•    Maintain accurate customer technical documentation and share knowledge across the wider Customer Advocate team.
•    Work within a shared Advocate model, providing cross-account support and continuity when other advocates are unavailable.
•    Represent the customer's operational priorities internally and ensure customer impact is understood during incidents and changes.

Essential Skills / Experience

5+yrs experience with below skills

•    Strong customer relationship and communication skills, with confidence managing service and technical escalations.
•    Good understanding of Global Managed Voice services and customer call setups, including SIP, GSIP, ICG, PSTN, call routing, numbering, Webex, Genesys, Five9, CCaaS/CaaS and other cloud contact centre solutions.
•    Ability to take ownership of complex issues and drive them through to resolution.
•    Strong incident and escalation management skills, particularly for business-critical services.
•    Ability to manage multiple customer accounts, priorities and actions effectively.
•    A proactive approach to identifying service risks, trends and improvement opportunities.
•    Strong problem-solving and analytical skills to understand issues and their customer impact.
•    Ability to work collaboratively across technical and operational teams to achieve the right customer outcome.
•    Confidence communicating technical information clearly to both technical and non-technical audiences.
•    A commitment to knowledge sharing and continuous improvement across the shared Customer Advocate team.