CareCentrix

Director - Enterprise Telephony (Remote)

US-Remote
Job ID
2017-4366
Category
Information Technology

Overview

Responsible for voice services and call center technologies. The scope of duties encompasses the entire life-cycle of these technologies which includes architecture, design, deployment, management, maintenance and support. Responsible for the management of external vendors with regard to voice services and call center technologies and ensures adherence to contractual agreements with regard to the provision of those services. Collaborates extensively with internal Workforce Management and other consumers of voice services and call center technologies to ensure operational efficiency and efficacy.

Responsibilities

  • Determines enterprise voice and call center standards.
  • Acts as subject matter expert for all matters related to voice and call center technologies to include technologies currently deployed and those available in the market.
  • Engages with business partners to define strategic objectives and goals for the Enterprise Telephony team and executes to those objectives and goals.
  • Plans and directs all maintenance and upgrade activity as it relates to voice and call center technologies.
  • Ensure 24x7x365 availability of voice and call center technologies.
  • Develops and implements management standards and operational procedures for voice and call center technologies.
  • Develops operational SLAs and ensures adherence to those SLAs via audits, surveys, etc.
  • Ensures all voice and call center technologies are safe and secure for PHI handling.
  • Lead, direct and manage team members as appropriate.
  • Participates in special projects and performs other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Candidate will possess excellent communication (verbal/written), organizational, interpersonal and leadership skills.  Manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking.

 

  • 4 year Degree in Technology or Business.
  • 5-8 years progressive responsibility in IT telephony field.
  • Demonstrated hands-on experience in voice technology (TDM and IPT) and call center technology.
  • Experience with Interactive Intelligence systems required.
  • Proven ability to manage large projects.
  • Working knowledge of (but not limited to): voice and data network engineering, Windows Server, Active Directory and Microsoft Exchange.
  • Relies on extensive experience and sound judgment to plan and accomplish goals. A wide degree of latitude is expected.

 

CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.

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