|
This post has expired! It was posted more than 222 days ago. | ||
|
||
Sr. Director of Telecom/Networks w/Global Scale Experience - PERM - 150K+Posted by: VirtualCapacityPosted date: Jan-28-10
Location: Nashville
This is full time, direct hire position
Primary Responsibilities:
· Develop, manage, update and maintain the telecommunications infrastructure for a multi-site call center environment
· Act as vendor liaison for technical and sales support, contract renewal, hardware, software and maintenance. Responsibilities include , but are not limited to the following systems:
o Automatic Call Distribution (ACD)
o Interactive Voice Response Units (IVR)
o Workforce Management
o Call recording, monitoring and QI systems
o Administrative Voice Systems/ACD Integration
· Develop comprehensive business plans to explain the drivers/benefits and costs. Justify and present to management as appropriate
· Responsible for budget development and cost management for telecom and network related systems
· Work with IT product management teams to implement and improve programs and products, such as Computer/Telephony integration (CTI), IVR functionality, multi-channel communication (email/chat) and voice over IP (VOIP)
· Maximize efficiency and productivity using technology within the existing framework to resolve business problems
· Responsible for maintaining a functional and high performing team
· Recruit and maintain a strong team capable of addressing operation exceptions in line with Operating Level Agreements
· Responsible for setting , reviewing and execution of the operational plan that compares well with industry best practices for comparable environments
· Maintain contact center “industry knowledge” through appropriate publications, training, vendor seminars and trade shows
· Ability to maintain a high level of ownership and manage complex tasks from beginning to end
Qualifications:
· Five (5) to ten (10) years telecommunication industry experience across multiple disciplines including voice and data products (e.g. VOIP, ACD, PBX, IVR and CTI, etc.) and network connectivity options (e.g. private line dedicated and switched local and long distance services).
· Thorough knowledge of advanced telecommunications switching and network interface options in single and multiple site environments
· Interactive Intelligence certification preferred.
· Requires a four-year (4) college degree in Computer Science, MIS or Business, supplemented by at least three (3) years of progressively responsible related experience, or an equivalent combination of training and experience.
· Programming knowledge as it applies to designing and modifying telecommunication applications such as CTI, IVR and multi-channel contact center technologies
· Requires and individual who is detail-oriented with proven ability to work effectively under conditions requiring speed and accuracy; organized and flexible, able to handle multiple tasks and varying priorities in deadline-oriented environment.
· Requires ability to think strategically, use facilitation, good project management skills, writing skills and drive cooperation and coordinated processes for corporate success.
· Requires minimum supervision skills.
Technical requirements:
Voice
Data
· Cisco routing and switching
If you are interested in being considered for this immediate opportunity, please send me an updated resume along with salary requirements and availability to manya@virtualcapacity.com or mzaharko@hirelogik.com.
Manya Zaharko Senior Technical Recruiter Virtual Capacity manya@virtualcapacity.com 404-790-7041 www.virtualcapacity.com |
Email this Job
