Sr. Manager, Voice Engineering
Attract, develop & engage a world-class workforce
About TeleTech
For more than 30 years, TeleTech has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TeleTech designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.
Our capabilities include:
* Design: Customer Strategy Services
* Enable: Customer Technology Services
* Manage: Customer Management Services
* Grow: Customer Growth Services
Position Summary
The Sr. Manager of Voice Engineering is a key role and thought leader in the TeleTech Engineering team. The position is one that will leverage skills in traditional Avaya ACD management as well as Cloud systems while implementing solutions that leverage SIP infrastructure and a large global voice network. Innovation and collaboration with both solution development and our operations partners are key to success with this role.
Key responsibilities
* Responsible for the management of the Avaya, SIP and Telecom Engineering teams
* Responsible for interviewing, hiring, scheduling, training and providing professional development opportunities for staff members. Responsible for performance reviews
* Expert level knowledge in large scale global voice networks including Avaya, Cisco, ACME, Sonus and network carriers
* Design and establish open architecture to support a multi-vendor and proprietary ACD integration strategy
* Maintains regular meetings with our telecom providers, both hardware and service providers
* Owns the environment they manage, from the lab for testing of function and performance to the upgrades of the production systems under their control
* Demonstrable innovation and efficiency skills with respect to performance, availability and cost containment
* Responsible for capacity management of the enterprise Voice infrastructure
* Researches new technologies in the areas of network convergence.
* Presents complex architecture to multiple levels within the organization from the executive level to highly technical professionals
* Provides escalated levels of troubleshooting and support the voice infrastructure
* Capable of project managing complex technical projects, and communicating status to Customers.
* Ability to thrive in a fast paced, multi-cultural, customer-oriented environment.
* Ability to work days, evenings, and weekends as required; 24x7 support.
* Exceptional documentation and communication skills.
* Other duties as assigned by management
