JOB SUMMARYThe Vice President, Call Center Technology Operations is responsible for managing the Technology Operations group that maintains and ensures availability (24/7 99.999% uptime) for the technology platform (which supports the processing of hundreds of millions calls annually) and a variety of call center applications (which support over 50 technology tools utilized by thousands of agents on a daily basis). This position manages a large team of technology members including Directors, Architects, Developers, Principals, Managers, and Engineers. This position is responsible for managing a multi-million dollar budget (Capex and Opex) and partners with a wide variety of teams within Customer Ops, Field Ops, Corporate IT, Advanced Engineering, and other groups to design, build and operate systems that will be used by agents and customers.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all technologies in the Call Center Telecom portfolio including:Web services, Dockers & Kubernetes containerization and orchestration, Nginix, Avaya Communication Manager, Avaya Session Manager, Avaya System Manager, Avaya Experience Portal IVR, Aspect eWFM, Call and Screen Recording, Virtual Hold, Computer Telephony Integration (CTI) systems, Core Voice Technologies, Call Routing, CRM, and a variety of other tools and technologies. Responsible for support of modern technology solutions, where applicable, including: cloud infrastructure including Amazon Web Services (AWS) and Oracle Cloud Infrastructure (OCI), custom developed applications focused on Java and Microsoft (.NET) technologies, containers, Kubernetes, CI / CD tools (jenkins, Git, etc.), microservices, SOA and serverless architectures. Guide the configuration management and automation activities of the team using a variety of scripting tools such as Ansible, CloudFormation, and Terraform.
Lead deployment management activities with a focus on automation using tools such as Octopus Deploy and implement / maintain best practices around version control, issue and defect management. Responsible for leading the Call Center Technology team across a variety of technology stacks to develop an intricately complex and massively scalable telecom infrastructure that will support our customers and agents. Responsible for the management of both internal and external call center technology teams and provide technical leadership
Foster a culture of consistency, accountability and continuous improvement. Ensure that best practices like ITIL service management and Agile methodologies are utilized by the team. Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area. Manage vendor relationships, including vendor performance, service agreements and negotiations. Architect the overall monitoring solution for all environments; work with all teams to troubleshoot and investigate intricately complex software integration problems in production, stage and test environments.
Ensure alignment between the business operational strategies and technical solutions. REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to lead large, cross-functional teams to achieve business goals and results
Ability to communicate with all Senior and Executive level audience
Solid foundation in call center technology In-depth understanding end-to-end software and related development technologies
Ability to deliver against several initiatives simultaneously
Ability to prioritize and organize effectively
Excellent cognitive and communication skills
Excellent analytical and troubleshooting abilities
Ability to manage and foster change
Ability to plan, prioritize and organize effectively and independently
Ability to make decisions and solve problems while working under pressure Ability to show judgment and initiative and to accomplish job duties Ability to communicate orally and in writing in a clear and straightforward manner
Strong business sense and sense of urgency to achieve business results
Ability to serve as a visionary and think strategically. Ability to lead large change initiatives. Ability to foster teamwork and build a strong culture of Collaboration.Ability to create detailed business cases in support of strategic and operating initiatives.Proven track record of developing staff and maintaining a high standard of employee relations
Education Bachelor’s degree or equivalent experience required. PMP certification and Masters degree preferred
Related Work Experience15+ Years of General Management Experience10+ Years of Call Center Agent Desktop tool Technology10+ Years of Call Center Voice Technology10+ Years of Program/project management experiencePREFERRED QUALIFICATIONSCable industry leadership experienceWORKING CONDITIONSOffice environment
Some Travel required
Job Code : XCS105 287289 287289BR For more information on Spectrums benefits, please click here.
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