*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 firstname.lastname@example.org and you will be contacted immediately.
Unfortunately, Visa sponsorship or transfer not available for this position.