ECS Resource Group
Service Designer
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Service Designer - Unified Communications & Telco
Location: Berkshire, Hybrid and Flexible Working
Contract: Initially 3-6 Months
Rate: £475 Outside IR35
We are seeking an experienced Service Designer with a strong background in Unified Communications and Telecommunications to support the design, optimisation, and enhancement of UC services and customer experiences.
Working closely with business and technical stakeholders, you will define service requirements, facilitate discovery workshops, map end-to-end processes, and design scalable service models across voice, collaboration, and communications platforms.
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Essential Experience
- Proven Service Design experience within a Telecommunications environment
- Strong Unified Communications experience, ideally including RingCentral
- Good understanding of UC services such as telephony, voice, contact centre, collaboration, and communication platforms
- Experience designing or improving operational and customer-facing services within a UC environment
- Strong stakeholder management and workshop facilitation skills
- Ability to capture and document current and future-state processes
- Experience analysing requirements and presenting solution options, including associated benefits, risks, and trade-offs
- Excellent problem-solving and communication skills
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Desirable
- Knowledge of AI-enabled capabilities within Unified Communications and Contact Centre platforms
- Understanding of governance, compliance, and regulatory considerations relating to AI adoption
- Experience supporting service transformation and operational improvement initiatives
This role would suit a consultant who combines service design expertise with real-world Unified Communications knowledge and can effectively bridge the gap between business stakeholders and technical delivery teams.
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