Mgr, Voice and Carrier Services
Job Description
Provide leadership for the design and operation of the company's enterprise communications services; including carrier-based circuits and services, video conference systems, telephone services, and contact center technologies. Oversee technology standards, design, policies, and practices of the company's corporate IT communications systems and services to ensure they follow industry best practices. Ensure the enterprise has the capability to support new technologies and maintain high levels of network and system performance and reliability. Drives corporate programs that focus on deprecation of obsolete telephone and telecom services, offering modern alternatives.
Responsibilities
Manage a team of direct reports, including engineers, analysts, and administrative personnel.
Lead voice network and carrier services team, directs day-to-day activities; provide and implement recommendations for service delivery and operational improvements. Sponsor upgrade and implementation projects and oversee implementation of engineering and support resources.
Ensure internal process documentation is adequate. Develop, update and assure conformance to documentation standards required by policy. Develop and turn-over knowledge base articles and processes to the IT service desk and other support teams.
Manage telecommunication contracts across several Berkshire Hathaway Energy affiliates to identify needs and improvements, manage carrier/vendor relations, perform cost analysis as required.
Manage internal inventory of telecommunication circuits, hardware and software assets, ensuring conformance with asset management department standards. Monitor and manage support and software maintenance contracts, ensuring assets are properly covered.
Monitor applicable IT work queues for incident and work order resource assignment, tracking, and follow-up. Manage client expectations and assure service level for incidents, work tickets and changes. Follow-up with work requests to ensure accurate recordkeeping.
Lead frequent team staff meetings, communicating and resolving operational and group process issues. Provide weekly report to management of team activities, project status and risks.
Act as escalation resource for major incidents, outages or events.
Hire and build a diverse team, holding staff accountable to high standards.
Assures compliance with all local, state and federal regulations and company policies.
Perform additional responsibilities as requested or assigned.
Qualifications
Bachelor's Degree in Computer Science, Information Technology, Electrical Engineering, or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a Bachelor's degree. A minimum of two years additional directly related technical experience is required
• Five years of related experience in technical voice and/or data network or general telecommunications.
• Strong knowledge of telecommunications, carrier circuit provisioning and billing and vendor management
• Strong knowledge of on-premise and cloud VoIP and contact center systems
• Thorough knowledge of information technology terms, equipment, systems, functions and major vendors.
• Strong communication and interpersonal skills including the ability to consult with internal and external customers regarding matters and issues which may be sensitive in nature.
• Strong analytical, problem-solving and decision-making skills.
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Strong project management skills.
Demonstrated ability to lead successful teams, both conceptual and pragmatic thinking, with a focus on customer and stakeholder needs. Provides leadership in establishing and maintaining effective relationships with other groups, including network engineering and operations.
Advocates for results and individual accountability, including continuous improvement, modernization, and positive change in technology and work practices. Embraces teamwork and able to jointly solve technical and procedural challenges. Communicates extremely well with functional team members and ensures accountability and fairness. Clear and concise communication with management, written and oral.
Excellent oral and written communication skills, including presentation skills. Effective interpersonal skills and customer relationship skills. Effective analytical, problem-solving, and decision-making skills. Ability to prioritize and handle multiple tasks and projects concurrently. Availability as a resource for problem resolution on a 24-hour basis. Employees must be able to perform the essential functions of the position, with or without an accommodation. We celebrate diversity, equity and inclusion, and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.
Desired qualifications but not required
Technical or supervisory expertise related to the operation, implementation, management of telecom expense management systems, telephone systems, contact center services, telecom service management in a very large corporate environment.
Expertise with voice-over-IP (VoIP) system management, delivering new services to enterprise clients across a large corporate organization.
Experience and exposure to management and operations related to Genesys on-premise and/or cloud systems, Cisco Call Manager and related multi-cluster management, VoIP session border controllers