Unified Communications Professional III
3 weeks ago
Ensure that all Telephony services are delivered to the business with the right service levels
Establish processes/procedures
Ensure that all telephony investments are managed through their full economic life cycle to optimize its value
Implement continuous performance measurement of Telephony to identify, prioritize, initiate and manage services
Coordinates with and enable the IT services operational and support teams to perform pre-defined standard adds, moves, and changes
Develop and maintain overall Telephony systems worldwide to support the organization’s business strategy
Maintain complete documentation of Telephony architecture
Capacity planning
Position Objectives
Owning and managing global UC infrastructure and identifying improvement opportunities
Ability to Work with all BU’s
Mentor and coach Team members
Leading Operational activities Telephony and Contact
Owning the relationships with the global/local providers, and ensuring that all SLAs are met.
On an ongoing basis, examine current operational processes to identify and suggest potential operational improvements that will positively impact productivity, service, and safety, environmental and cost performance.
Accountabilities
Accountable for all Telephony systems.
Accountable to the implementation, testing and administration of Telephony systems platforms.
Decision Making Authority
Follow priorities across the team based on business requirements
Secure knowledge level of workforce is up to standard.
Adhere to and promote relevant Infrastructure policies and procedures.
Competencies
Customer service focused
Excellent written and verbal communication/presentation skills
Excellent project management skills
Capability to Lead Change
Ability to work effectively and enjoy being part of several global virtual teams
Business Acumen
Result Oriented
Minimum 5+ years of experience related to Avaya Telephony: CM, SMGR, SBC.
Engineering and implementing all or some of the following telephony modules: Extensions, Trunks and call routing.
Engineering and implementing all or some of the following Quality Monitoring modules: voice analytics, VoIP recording, screen-capture, Scheduling/Workforce Management
In-depth knowledge of call flow creation logic and migrations from legacy contact center solutions.
Proven experience in capturing, documenting, and supporting end users requests, as well as working as a key element bridging the needs of the business with the IT capabilities
Current and familiarized with current Contact Center trends and evolution, including NPS, CSAT scoring, FCR, etc.
Strong verbal and written English communication skill
Associate Director IT Operations
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