Director of Telecommunications- $130- $145k

Qualifications

• Have a bachelor’s degree in a relevant field, such as Telecommunications, Computer Science, or Information Technology, or equivalent practical experience.
• Possess a minimum of 10 years of experience in supporting complex enterprise telecom environments.
• Showcase 5+ years of hands-on expertise working with the Cisco Unified Communications Manager environment and specialized experience with the Nice/InContact Contact Center platform. This includes administration, configuration, and troubleshooting.
• Demonstrate proficiency in managing large contact centers, especially those with over 1500 agents, in a versatile omnichannel environment. Experience with SIP trunking providers/carriers and configuring/managing SIP trunks for optimum performance and capacity is highly valued.
• Highlight your expert-level knowledge of cloud-based telephony platforms, CTI integration, Call Center applications, VoIP technologies, and related protocols.
• Emphasize your practical experience in configuring call flows and call routing techniques within the InContact Contact Center platform.
• Show a strong understanding of contact center statistics and other critical operational data points.
• Mention any experience you have in transitioning to cloud-based contact center solutions like Five9, 8×8, Genesys Cloud, or similar platforms.

Responsibilities

• As the Director of Telecommunications, you’ll be entrusted with the role of overseeing the daily operations, administration, and maintenance of our telephony and contact center platform.
• This leadership position necessitates an in-depth comprehension of the Cisco Unified Communications Manager and the specialized Nice/InContact platform. Your expertise in SIP trunking, hands-on experience in call flow configuration, call routing techniques, as well as your people management skills and communication proficiency are essential.
• You’ll serve as a hands-on technical expert, acting as a subject matter authority in telecom for the business.
• In your role as a technical leader, you’ll supervise our Telecom Engineering team, manage vendor contracts, keep an eye on costs, and plan collaboratively with business stakeholders. You’ll play a crucial role in disaster recovery and business continuity planning, utilizing the latest in cloud technologies, data communications, and telecommunications systems that support our Contact Centers.
• Leading a team of telecommunications professionals, you’ll be responsible for the administration, configuration, and maintenance of the Cisco Unified Communications Manager and the specialized Nice/InContact platform. This includes managing call flows and operational processes.
• Ensuring the seamless and efficient operation of the Nice/InContact platform on a daily basis is paramount.
• You’ll take the lead in developing and implementing best practices, policies, and procedures for the management and use of the Cisco Unified Communications Manager environment.
• Collaboration with internal stakeholders is integral. You’ll gather their requirements, provide guidance, and ensure that the Nice/InContact platform aligns with our business objectives, particularly with respect to omnichannel implementation and usage.
• Driving initiatives for continuous improvement to optimize the performance, scalability, and reliability of the Nice/InContact platform is central to your role.
• Troubleshooting and resolving intricate technical issues pertaining to the Cisco Unified Communications Manager and Nice/InContact platform will require close collaboration with technical teams and vendors as needed.
• You’ll be responsible for assigning and monitoring telecom service tickets.
• Serving as the primary point of escalation for telecom service tickets is among your core responsibilities.
• Acting as the primary Project Manager for all telecommunications-related projects, including expansions, upgrades, and new services, puts you at the forefront of our innovation.
• Coordinating with vendors for purchases, provisioning, installation, and equipment and service repair is an essential part of your role.
• Collaborating with other departments and end users to coordinate installation and maintenance activities, ensuring minimal disruptions in communications and maximizing operational efficiency, is a key aspect of your role.
• Periodically reviewing contracts, processes, services, and equipment to identify and propose cost-saving alternatives is part of your role.
• You will be responsible for reviewing telecommunication billing for accuracy and providing approval to Accounts Payable.
• Offering support with the preparation of equipment specifications and floor plans for installations in new sites is a valuable contribution.
• Maintaining a thorough inventory and documentation of all circuits, data, and voice equipment at all company sites is an essential part of your role.