Voice and Video Analyst

Job summary

The Acas Digital. Data and Technology (DDaT) Infrastructure team are looking for an experienced Voice and Video Analyst to join them to assist in both day-to-day tasks and responsibilities as well as on exciting new projects and developments.

The key purpose of this role is to:

• Support the Acas Contact Centre and Teams Operator Connect environments
• Support all other Voice and Video products and services within Acas’ working hours ensuring they remain fit for purpose
• Work with the Cyber Security and other teams to ensure all Voice and Video products and services conform to the required Government and industry security standards
• Assist in maintaining, testing, and improving the Disaster Recovery process to ensure Voice and Video products and services can be maintained or reinstated quickly during unexpected system outages
• To stay informed about the latest developments in Voice and Video technologies and concepts
• Assist in patching, updating and maintaining the Voice and Video systems in use at Acas
• Work with 3rd party providers to troubleshoot and fix problems and issues with the Voice and Video systems

Job description

As the Voice and Video Analyst for DDaT you will have a wide range of accountabilities which will provide you with a varied and interesting day to day experience. Some of these include:

• Ensuring the timely resolution of incidents in accordance with the agreed Service Level Agreements for Voice and Video products and services
• Helping to identify, manage and resolve problems with all voice and video systems
• Supporting and managing required changes through the DDaT Change Enablement process
• Taking a supporting role to identify, propose and implement changes that enhance the performance, security, and reliability of our Voice and Video product, working with the appropriate stakeholders
• Working with 3rd party suppliers to resolve any performance issues and coordinate any changes required with the Change Enablement process
• Attending regular service reviews with the 3rd party suppliers
• Identifying service improvements that will ensure the reliability, availability, scalability, and performance of the system
• Utilising all appropriate monitoring tools available to embed a culture of proactive monitoring, ensuring system reliability, uptime and early identification of issues
• Assisting with the planning and testing of regular patching and software upgrades to ensure the system is cyber security complaint at all times
• Ensuring that all Voice and Video solutions follow security and compliance controls
• Supporting project objectives and technically guide projects through to completion
• Maintaining documentation, including technical, reference and advice and guidance, ensuring all is available on the appropriate websites or SharePoint sites
• Being aware of emerging Voice and Video technologies and assess their suitability for Acas

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent, manage and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent, manage or resolve workplace problems.

Acas: Britain’s Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards; it has been Disability Confident Highly Commended, a Pay Gap award winner, and an Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

The successful candidate will have the following:

Essential Technical criteria

• Demonstrable experience-based knowledge and understanding of managing and troubleshooting Microsoft Teams Operator Connect, including security, configuration and administration (Lead criterion)
• Demonstrable experience-based knowledge and understanding of managing and troubleshooting Contact Centre solutions, including IVR configuration and platform administration (Lead criterion)
• Experience of troubleshooting and resolving voice related tickets, logged by customers and adhering to SLAs

Essential Experience criteria

• It is essential that you bring hands-on industry experience to this role, so that you can immediately start supporting and contributing towards DDaT’s goals and aspirations (Lead criterion)
• DDaT staff must regularly communicate with a range of stakeholders, both technical and non-technical, therefore the ability to communicate with different audiences with different levels of understanding is essential
• DDaT works with multiple technology partners to deliver and manage key services, therefore, it is essential that the successful candidate can build good working relationships with 3rd party vendors, stakeholders and service providers

Desirable criteria (The following will be assessed in the event of tie-breaker scenarios at the Sift and Interview stages)

• A basic networking knowledge and understanding of technology related to voice and video platforms, including switches, firewalls, TCP/IP routing, and VoIP concepts (SIP, codecs, latency, jitter, SBC’s, etc.)
• Acas uses Storm, ContentGuru’s omni-channel contact centre solution, to manage its public facing voice services – any experience in managing Storm is desirable
• Acas used Calabrio One as is Workforce Management platform for staff rostering – any experience in managing Calabrio One is desirable
• Whilst Teams is the primary Videoconferencing tool used in Acas, other platforms are used such as Zoom and GoToMeeting. Any technical experience of using and administering common Videoconferencing platforms is desirable.
• DDaT is always looking to improve its security posture across all areas, so any experience of implementing best practise security controls and adhering to them is desirable
• Experience dealing with and resolving major Infrastructure incidents
• DDaT workstreams are delivered using established project management methodologies (typically Prince2 or Agile), so any previous experience of working on technical projects would be desirable
• Relevant IT Certifications MS 700 / 720 /740 or a desire to get them

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of £36,547, Advisory, Conciliation and Arbitration Service contributes £10,587 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We’re big believers in rewarding people for the amazing work they do. Take a look at some of the fantastic benefits we offer:

• Learning and Development
• Health and wellbeing
• Pension scheme
• Cycle to work scheme
• Interest free season ticket loans
• Volunteering opportunities

Could you ask for anymore?

You’ll have access to a Lifestyle website where you’ll be able to grab savings on a wide range of products, from holidays to your weekly shop.

To find out more, check out: Working for Acas

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

How to apply

Please click on the 'Apply now' button.

As part of the application process, you will be asked to complete:

• An evidence-based Personal Statement and CV reflecting the essential Technical and Experience criteria as listed in the Person Specification section of this advert. Your Personal Statement should be no longer than 1,250 words. It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes.
• A separate 250-word statement reflecting the Desirable criteria as listed in the Person Specification section of this advert..
  

Should a large number of applications be received, an initial sift may be conducted using the:

• Lead Essential Technical criterion: Demonstrable experience-based knowledge and understanding of managing and troubleshooting Microsoft Teams Operator Connect, including security, configuration and administration
• Lead Essential Technical criterion: Demonstrable experience-based knowledge and understanding of managing and troubleshooting Contact Centre solutions, including IVR configuration and platform administration
• Lead Essential Experience criterion: It is essential that you bring hands-on industry experience to this role, so that you can immediately start supporting and contributing towards DDaT’s goals and aspirations

Candidates who pass the initial sift may be progressed to a full sift of all the above requirements or progressed straight to interview.

If a large number of applications meet the minimum standard an interview wait list may be created for this position. This means that if you have met the minimum requirements at sift you may be placed at a ‘Hold’ status for up to 12 months and if we are able to invite you to an interview we will be in touch.

Interview Details

If you have successfully passed sift at the application stage, you will be invited to an interview which will take place via Microsoft Teams, and which will take place from the week commencing 20 April 2026.

It will be a Behaviours and Experience based interview.

The following Behaviours will be assessed at Interview:

• Managing a Quality Service
• Working Together

A reserve list will be created for this position; this means that if you have passed the interview, but we cannot immediately offer you this position, you will be placed on a reserve list for 12 months and may be considered for similar positions during that time.

Reasonable Adjustments

As a Disability Confident Leader, Acas is committed to creating an inclusive recruitment process. If you have a disability and feel that any part of the recruitment process puts you at a disadvantage, we will work with you to make Reasonable Adjustments that support your needs. If you require any changes to help you apply:

• Please contact the Acas Recruitment Team via HRrecruitment@acas.org.uk as soon as possible before the closing date to discuss your needs.
• Please complete the “Assistance Required” section on the “Additional Requirements” page of your application form to let us know about any adjustments or support you may need during the recruitment process. For example, this might include accessibility arrangements for entering a building or interview room, communication support, modifications to assessment methods, etc.
• You can find out more about the Disability Confident Scheme and Reasonable Adjustments by clicking these links.

Want to learn more about Civil Service recruitment? You can find out more on Civil Service Careers, including information on Success Profiles, writing a Personal Statement, acceptable use of Artificial Intelligence, and what to expect at Interview.

For applicants requiring a visa to work in the UK

Please be advised that Acas does not hold a UKVI Sponsorship Licence, so we cannot consider sponsoring a visa applicant or issuing a Certificate of Sponsorship.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : HR Recruitment Team
• Email : HRRecruitment@acas.org.uk

Recruitment team

• Email : HRRecruitment@acas.org.uk

Further information

If you feel your application has not been treated in accordance with the Code and wish to make a complaint, you should contact us on via HRrecruitment@acas.org.uk in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.

Attachments

Job Description - G9 Voice and Video Analyst Opens in new window (docx, 44kB)