Ciptex

Contact Centre Solutions Implementation Lead Location: Manchester, M1 3BN (office based) Salary: circa £60k dependent on skills and experience + Benefits Full Time About Ciptex Ciptex, a leader in bespoke cloud communication platforms, is seeking a skilled and customer-focused Contact Centre Solutions Implementation Lead to configure, deploy, and support advanced voice and contact centre platforms (primarily Twilio Flex) for our clients. In this key role, you ll combine deep technical expertise with strong communication skills to bridge the gap between customer requirements and successful technical delivery. From initial design and configuration to post-launch support, you ll be instrumental in ensuring each project meets our clients business needs and runs smoothly in a live environment. Key Responsibilities Configure, deploy, and optimise Twilio Flex (or similar platform) and Ciptex RACE solutions to meet customer goals, with a focus on voice and contact centre environments Translate high-level business requirements into clear technical specifications Deliver customer training programmes, including train-the-trainer sessions and user guides Provide early-life support and ensure a smooth handover to ongoing support teams Manage integrations, data migrations, telephony/voice routing, and number porting activities with minimal disruption Collaborate with developers to ensure custom features and integrations align with contact centre workflows and reporting needs Continuously improve deployment processes, tools, and documentation Ideal Candidate Proven experience working with contact centre technologies and operations (voice routing, telephony platforms, reporting, and integrations) Hands-on experience with Twilio Flex (or similar platform) Studio, Task Router, and Functions Strong understanding of contact centre processes and challenges, including workforce, customer experience, and operational reporting Understanding in JavaScript, REST APIs, and configuration management Knowledge of SQL/NoSQL databases and data migration techniques Excellent communication, stakeholder management, and documentation skills Proven ability to manage technical projects from design through to successful delivery Desirable Skills Knowledge of SIP, WebRTC, and telephony protocols Familiarity with CRM platforms (Salesforce, Microsoft Dynamics, etc.) Experience with Infrastructure as Code tools Understanding of security and compliance requirements in contact centre environments Certification in Twilio or related technologies Experience with AWS services and serverless architectures Previous experience delivering solutions for enterprise contact centres or BPOs What We Offer Opportunity to work on diverse, high-impact projects using industry-leading technology Direct involvement in shaping customer success and influencing technical innovation Collaborative, learning-focused environment with opportunities for career progression Competitive salary and benefits package Central Manchester office just a minute from Piccadilly Station Interested? Please apply with your updated CV. Upon receipt, we ll send you a full job description outlining the role in more detail.

Head of Customer Delivery Location: Manchester, M1 3BN office based Salary: circa 60k dependent on skills and experience + Benefits Full time Ciptex, a leader in bespoke cloud communication platforms, is seeking an experienced and inspiring Head of Customer Delivery to oversee the successful delivery of innovative software solutions while guiding and developing our talented technical team. In this pivotal role, you ll combine strategic delivery leadership with hands-on mentoring, ensuring projects are delivered to the highest standards and that our customers receive an exceptional experience from onboarding through to go-live. You will play a key role in aligning technical execution with customer needs, driving quality, and fostering a culture of collaboration and excellence. Duties include but not limited to: Lead, mentor, and support a high-performing team of developers, sharing technical insights and promoting best practices Champion customer-centric development, ensuring solutions meet real-world needs and business goals Manage the full delivery lifecycle for customer projects, from planning and onboarding to implementation and post-launch support Build and maintain strong relationships with customer stakeholders, ensuring effective communication and expectation management Identify and address project risks, resolve delivery challenges, and continuously refine delivery processes for greater efficiency The ideal candidate: Proven track record in delivering large-scale, complex B2B SaaS projects Background in software development (hands-on coding not required) with strong technical knowledge of serverless applications, React, AWS, APIs, and modern development practices Excellent communication skills with the ability to engage confidently with both technical teams and non-technical stakeholders including communicating with clients Strong leadership skills with a passion for mentoring and team development What we offer: Opportunity to lead impactful projects using cutting-edge cloud communication technology Collaborative, supportive, and learning-focused environment Competitive salary and benefits package Modern office in central Manchester, just a minute from Piccadilly Station Interested? Please apply with your updated CV. Upon receipt of your cv we will send you a full job description outlining the role in more detail. INDHS