Manager of Enterprise Telecommunications
ABC Financial Services, Inc. - North Little Rock, AR

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SUMMARY

The Manager of Enterprise Telecommunications plans and directs the installation, maintenance and operation of telecommunication networks and equipment. Oversees the day-to-day operation and activities of the Telecommunications group including development of policies related to use and monitoring of telecommunication devices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Plans, assigns, and directs employees engaged in construction, installation, maintenance, and operation of telecommunications systems and support items

Oversees the design, implementation, support, configuration, and programming of the company’s IP Telephony systems to meet business requirements

Develops and establishes technical and operating standards, installation standards, corrective and preventative maintenance standards, equipment and site inspection standards and overall system performance standards

Ensures procedures, processes, and equipment comply with industry standards, rules and regulations

Conducts and directs field tests to ensure efficiency of systems

Stays abreast of technological changes in the field of telecommunications and electronics

Works with 3rd party consultants, contractors, and service providers for supported applications – including problem resolution and escalating as necessary

Installs and supports new client and server software infrastructure

Creates and maintains a secure and stable I3 environment

Meets with company stakeholders to determine how I3 can best meet their needs

Works with Operations to develop I3 custom application uses to help the call center to become more efficient and use secure IVR methodologies when possible

Documents the I3 call tree to look for inefficiencies in the call flow

Creates and constructs call queues that interacts via web API’s to other critical systems for billing purposes

Works with I3 to make sure that all license and maintenance is current and looks for ways to save money when possible

Administers and documents projects using MS Project server

Quickly engineers solutions to meet company needs

Works with ISP’s to turn up data circuits and PRI’s as needed

Recommends and supports handsets both IP and Digital that supports ABC’s business needs

Creates new and innovative ways to meet company needs

Utilizes the best of breed tools to monitor PRI and telephony circuits for quality and uptime

Ensures that the I3 servers are always updated with the latest security hot fixes and service packs

Creates a product road map that maps out future services

Implements and supports ABC security policies when applicable

Keeps up to date on telephony laws and statues and industry best practices

Works closely with other IT managers to ensure that department cohesion is maintained

Works with other IT department personnel to ensure a team centric approach is taken to solve internal IT problems

Creates an on call schedule that offers 24X7 support to address system failures or feature malfunctions.

Must be able to supervise and mentor the telecommunication staff

Provides training to telecommunications staff to ensure that they can perform their tasks

Creates performance improvement plans to help staff achieve progression goals

EDUCATION / EXPERIENCE

Bachelor’s Degree in Computer Science

Interactive Intelligence ICCE, ICCS certifications are desired equivalent knowledge is acceptable

12+ years of applicable experience

Expert level knowledge and experience with VoIP

Expert level knowledge and experience with Predictive Dialers

Expert level knowledge and experience with Process Automation

Knowledge and experience with carriers, gateways, and configuring TDM circuits

Knowledge and experience with SIP carriers, multiple carrier architecture, and 3rd party RESPORGs

Knowledge and experience with Application development (C#, VB.net, or Javascript)

Knowledge and experience with Microsoft client and server operating systems.

Experience with applications running Windows Server, SQL and all windows operating systems

Experience with Interactive Intelligence’s solutions including the Customer Interactive Center (CIC) solution.

Should have a comprehensive level of technical skills on multiple IT systems and platforms

REQUIRED SKILLS AND ABILITIES

Ability to analyze problems quickly and accurately and adopt effective courses of action

Ability to use critical thinking skills to solve complex problems

Ability to analyze the effectiveness and efficiency of telecommunications systems

Ability to prepare budgets and cost estimates

Ability to establish and maintain cooperative relations with multiple departments and vendors

REQUIRED KNOWLEDGE

Possess a comprehensive knowledge of information technology components, systems and methodologies.

Working knowledge and understanding of networking systems and infrastructure

Knowledge of the principles and practices involved in designing, constructing, installing, maintaining, operating, and testing a variety of communication systems

Knowledge of the design and programming of available telecommunications products and systems

Knowledge of the principles and practices of personnel management

Knowledge of project organization management and control

Must have a vast and broad understanding of SIP/VOIP and TCPIP protocols

ABC Financial Services, Inc. - 19 months ago - save job - block
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