TheDirector of Network and Telephony Operations and Engineeringis responsible for the design, installation, maintenance, daily operations, expansion, and management of the data network and telephony systems in support of the enterprise and contact centers. The scope includes all elements of the global data and voice networks and associated voice infrastructure systems. The Director is responsible for leading a global team of approximately 25 individuals. The Director is responsible for working in partnership with the various voice application services teams including IVR, Call Recording and Desktop Services in order to ensure the seamless delivery of services. Director is accountable for layout a technical roadmaps and executing to the defined strategy. Additionally this role will be accountable for partnering with the Business to understand requirements, KPI's and desired SLA's as well as communicating on the delivery the same requirements, SLA's and KPI's. Finally this role is responsible for the continuous improvement of the network and telephony operations organization including the improvement of people, process and technology.
The Director of Network and Telecommunications is a functional expert in managing teams that design and support telephony and networking with a specific focus on the delivery of contact center telephony services. The Director will supervise the daily operations of the team and will assume the Sr. Director responsibilities on a limited basis as required. The Director is responsible for ensuring the availability and expertise of resources to support approved projects, system improvements, and ad-hoc or emergency requests. The Director effectively manages and coordinates efforts in cooperation with other departments by fully understanding the overall system and business impacts of each assignment, provides team / people management and budget management, establishes and manages priorities, collaborates with peer directors and senior managers to get projects done, fix problems, and resolve conflicts. The Director is also responsible for establishing and maintaining relationships with partner technology organizations as well as with the line of business.
Must be a seasoned, proven people leader
Must be able to demonstrate a focus on continuous improvement and optimization of organizations, technologies, people and process
Must demonstrate ability to successfully manage teams through change
Strong ability to see the 'big picture' and able to implement strategies that align tasks/people/requirements for success in meeting the department goals
Effectively manages the day to day activities of the team including employee maintenance such as time off approvals, performance appraisals, and promoting a positive working environment.
Maintains a manner of leadership and flexibility that diffuses pressure and promotes a team atmosphere.
Provide training and mentoring to the team members.
Provides the strategy for the creation of processes and procedures with input from business teams, development, and IT Support.
Maintains expertise in the application and use of systems, tools, and processes within the department's scope
Maintains expertise in the business processes that drive the applications within the department's scope
Ensures support and coordination of afterhours tasks as required by the department's scope and deliverable timelines.
Ensures resource workload is clearly defined and appropriately coordinated to meet deliverable timelines.
Maintains a working knowledge of applications, telecommunications system integration and is able to understand changes in order to anticipate cross-system or cross-process impacts.
Ensures the appropriate documentation and adherence to departmental processes and procedures.
Ensures the appropriate resource planning for scheduled, ad-hoc, and emergency tasks within the department's scope.
Ensures the representation of the department at appropriate intra-departmental meetings. Acts as delegate for the Director in their absence.
Encourages an open, learning, and progressive environment to allow the team's exploration of new solutions.
Ensures proper status notifications are relayed to business stakeholders and Client Relations for internal and external communications through the approved protocols.
Effectively communicates the feasibility of requested deliverables and timelines to internal Business and Project Stakeholders.
Monitors data security.
Experience and Education
Bachelor's degree in Business, Computer Sciences, Engineering, or related field (an equivalent combination of related education, training, and experience may be considered)
A minimum of 7 years of experience in managing production operations/engineering for a large organization
A minimum of 4 years of experience in managing a global team
8-10 years resource planning and people management in a global organization
8 years technology engineering and/or operations experience in one or more of the following areas (or combination thereof):
Contact Center environment
Insurance / claims / financial industry
Relevant IT disciplines
Experience managing in a contact center environment with technologies such Avaya, Cisco, ICM, call recording, etc.
Experience managing in a network environment
Demonstrated experience in managing through organizational change
Demonstrated experience in continuous optimization and improvement of people, process and technology
Superior oral and written communication skills. Ability to exhibit a commanding presence when necessary.
Superior computer skills including in common business applications such as MS Windows and MS Office including Excel, Word and Access.
Knowledge of theory and principles of project management
ETS - 11 months ago
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