Back to jobs
Mid Yorkshire Teaching NHS Trust
Digital Telephony Engineer
Wakefield On-site 2-5 yrs exp Hospitals and Health Care 2,155 employees
Cisco Unified Communications ManagerIVRCall QueuesContact CentresRouting And Switching
Requirements
Requires a degree or equivalent professional qualification and experience working in a busy support environment, preferably within the NHS. Must possess in-depth knowledge of Cisco Unified Communications Manager and telephony protocols.
Job Description
For further information about this role, please email Liam O'Connell (Digital Operations Manager) via liam.oconnell@nhs.net
About The Role
The Digital Telephony Analyst will be a key member of the Digital Services team, ensuring the availability, performance and resilience of the Trust’s telephony infrastructure across all sites and services. This includes maintaining the security, reliability, and scalability of the Trust’s telephony systems, enabling clinical and corporate systems to operate efficiently and securely.
Please refer to the attached job description and person specification for further details.
Main duties
The Digital Operations Team are responsible for the provision and support of electronic information systems and the system infrastructure for the Trust and local external NHS organisations.
The Digital Telephony Analyst will be required to provide third line support, maintenance and development for the many information systems, computer and server infrastructure and operating systems.
The post holder will also provide second and third line out of hours on-call support on a rota basis.
Qualifications
Essential person specification requirements
Be part of MY team
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients’ homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ+ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Application Guidance
We understand that more applicants are using artificial intelligence (AI) technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It’s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form.
Our Benefits
You can find out more about skilled worker and health and care visas on our .
About The Role
The Digital Telephony Analyst will be a key member of the Digital Services team, ensuring the availability, performance and resilience of the Trust’s telephony infrastructure across all sites and services. This includes maintaining the security, reliability, and scalability of the Trust’s telephony systems, enabling clinical and corporate systems to operate efficiently and securely.
Please refer to the attached job description and person specification for further details.
Main duties
The Digital Operations Team are responsible for the provision and support of electronic information systems and the system infrastructure for the Trust and local external NHS organisations.
The Digital Telephony Analyst will be required to provide third line support, maintenance and development for the many information systems, computer and server infrastructure and operating systems.
The post holder will also provide second and third line out of hours on-call support on a rota basis.
- Maintenance and support of physical and virtual telephony infrastructure servers and services
- Maintenance and support of IVR, call queues and contact centres
- Implementation of new IVR, call queues and contact centres
- Provide expertise to the implementation and ongoing support of systems and services
- Contribute to the production of new methodologies and solutions as required
- Identify and diagnose system problems, providing resolution or temporary workaround options
- Provide operating system and system architecture knowledge and contribute towards the creation of operating procedures
- Pro-active monitoring of system performance and capacity.
- Configuring, monitoring and validating backup and restoration services of Trust systems including supporting documentation.
- Log and report service disruptions
Qualifications
Essential person specification requirements
- Degree or equivalent occupational/professional qualification or experience
- Relevant technical qualification
- Working in a busy support environment
- Previous work experience in the NHS
- In-depth knowledge of Cisco Unified Communications Manager
- In-depth knowledge of IVR, call queues and contact centres
- Working with suppliers
- Advanced knowledge of Microsoft Office applications
- Good knowledge and hands-on experience with routing and switching technologies
- Good knowledge of telephony systems and protocols
- Knowledge of Cisco Unified Communications Manager
- Knowledge of IVR, call queues and contact centres
Be part of MY team
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients’ homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ+ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Application Guidance
We understand that more applicants are using artificial intelligence (AI) technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It’s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form.
Our Benefits
- Access to the NHS pension plan
- Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service
- Exceptional employee health and wellbeing services
- Extensive benefits and support, including:
- Onsite nurseries and childcare salary sacrifice scheme
- Home electronics scheme
- Cycle to work scheme - subject to eligibility criteria
- Car lease salary sacrifice scheme - subject to eligibility criteria
- Working carers support and advice, carers network and carers passport
- Flexible working options and family and carer-friendly policies
- Established staff networks, including LGBTQ+ and Race Equality
- Career progression, training and support
You can find out more about skilled worker and health and care visas on our .
Education
Bachelor DegreeProfessional Certificate
Skills
Cisco Unified Communications ManagerIVRCall QueuesContact CentresRouting And SwitchingTelephony ProtocolsThird Line SupportSystem ArchitectureMicrosoft OfficeBackup And RestorationInfrastructure MaintenanceSystem Monitoring
About Mid Yorkshire Teaching NHS Trust
Mid Yorkshire Teaching NHS Trust provides acute, community and specialist health care services to around half a million people living in Wakefield and North Kirklees. We have three hospitals at Dewsbury, Pontefract and Wakefield (Pinderfields), and also provide care in community settings such as GP surgeries, health centres and clinics as well as in people’s own homes. Every one of our 9,000 staff play a vital role in providing quality care to the thousands of people we serve and we are proud to have a hard working, talented, and dynamic work force who strive every day to provide quality care and support to those who use our services. Our mission is to recruit, develop and retain skilled and motivated people who embody the Trust’s core values of caring, respect, high standards and improving. We do this by creating a supportive working environment - in first class facilities - where excellence and innovation is valued and celebrated; by providing excellent training and development opportunities, and by offering a comprehensive package of staff benefits to reward our employees for their hard work and commitment.
View company profile →