Sr. Telecommunications Manager

Job Description

*This is a perm position and candidate must be able to work in the USA without restrictions! Relocation possible for qualified candidates! This position is located in Warren, PA

The Sr. Telcom Manager is responsible for design, selection, implementation, and support of all Call Center and Enterprise Telecom solutions. Primary responsibility includes the management of the current Avaya call center platform which supports a “virtual contact center” comprised of 3 physical call centers with approx. 300 agents each. This position is also responsible for supporting integration of outsourced call center solution providers. This position reports to the Director of Technical Services, and manages 2 to 3 staff positions, with partnerships to other IT groups including Network & Desktop Services and Business Application teams.

Essential Position Responsibilities:
Call Center Technology Support.
Support, Upgrade, and Enhance current Avaya CM / CMS call center solution.
Partner with Call Center management, to optimize call routing for “best available agent”.
Support interfaces to Order Management, IVR, and Call Recording System. Manage relationships, contracts, budgets, and SLA’s with supporting Vendors.
Research and recommend contemporary Call Center technology solutions (ex. CTI integration, Optimized Call Routing, VOIP, Soft Phone, At Home Agents, …etc).
Research and recommend fault tolerant and DR solutions for the Call Center Infrastructure.
Understand and recommend converged network solutions (ex. VOIP over MPLS).
Develop rapport with both technical and business peers to facilitate work intake estimation, prioritization, and resource allocation.
Partner with Business Intelligence, Order Management, Ecommerce Teams to develop Call Center BI / Analytics Platform .
Evaluate, recommend, and implement localized and/or Enterprise level Telephone solutions. This includes Hosted/Cloud solutions from various providers such as Comcast.Evaluate potential for single Enterprise-wide Telephone solution.
Evaluate and negotiate terms for Wireless mobile plans (domestic and international).
Develop Proposals and Presentations for Executives, which describe current state and proposed solutions, along with ROI factors.

Essential Knowledge, Skills & Experience:
This position requires minimum 10 years of Inbound Contact Center Technology Support, using Avaya solutions.
Expertise with Contact Center Inbound call optimization.
Telcom vendor management / contract negotiations, including wireless/mobile.
Opex and Capex budget responsibility.
Strong understanding of Avaya CMS, and data export for use with Analytics.
Expertise in Telcom solutions for the Enterprise, beyond the Call Center (ie. Hosted and/or on prem VOIP or PBX solutions)

This PERM position is located in NW Pennsylvania. Very competitive base salary plus bonus and excellent benefits.

If qualified, send updated resume with contact info to and you will be contacted immediately.

Unfortunately, Visa sponsorship or transfer not available for this position.


About vinceter1

Onthe company side: TechEdge Recruiting delivers with a one on one approach to staffing technical hiring needs for clients throughout New England. With over 15 years of relative industry experience, we will deliver Quality versus Quantity. We have full life cycle recruiting expertise to provide you with a seamless and confidential process from initial interview set up through salary negotiations. We will respond quickly to your planned and unplanned staffing needs. In fact, we often present candidates that you may miss in your internal recruiting efforts. We thoroughly screen and extensively check credentials and references to present candidates who best match your business needs, functional requirements, and company culture. Then, we handle negotiations and monitor satisfaction. We have a diverse client base to draw from in various industries which includes High Tech, Financial Services, Life Sciences, Retail, Manufacturing, Healthcare and Government. Our goal is to provide companies with the talent they need to grow and to enhance the careers of the candidates we represent. We provide the best-suited candidates for you to screen based upon your requirements. We become a partner with your organization to provide you with the most compatible fit for your specific needs. We will make sure each candidate is well informed and qualified for your position. Companies turn to us for our expertise in understanding exactly what they seek (and because we take the time to learn what our candidates seek). We take pride in offering the most effective and discreet placement services available. Because of that, we are able to attract top notch, technology savvy, bright individuals and help them grow in great companies. You pay us NO FEE unless or until you hire our candidate. Expertise in the following areas: Database Administration/Development-Oracle, SQL Server Desktop/Help Desk Support Network & Infrastructure Engineering-LAN/WAN/SAN, Security, Firewalls, Messaging System Administration-Unix or Windows based, Linux Web Development/Software Engineering SAP/Peoplesoft Consultants SharePoint Developers, Administrators, Analysts & Architects On the Candidate side: TechEdge Recruiting works with Information Technology professionals using a one on one approach to assist in attaining your career goals. Our services are effective and discreet. We have a diverse company client base in various industries which include High Tech/Software, Financial Services, Life Sciences, Retail, Manufacturing, Healthcare and Government. Companies turn to us for our expertise in understanding exactly what they seek because we take the time to learn what our candidates seek. We are results oriented and pride ourselves in elevating the careers of talented people. We do this while helping View all posts by vinceter1

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