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Director of Unified Communications
Alorica
Irvine, CA, United States
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Description
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
The Director of Unified Communications (UC) Services is responsible for leading a diverse team of Managers and Engineers that plan, implement, and support the Unified Communications Services Portfolio including SIP Backbone, Voice Engineering, Video Conferencing Services, and Telecom Services. This role will lead the creation, implementation and operational support of all underlying products and services for Unified Communications. This role requires heavy interfacing with Senior Management, various IT team leadership, Sourcing, Finance, Human Resources, and third-party vendors. Must demonstrate proven leadership skills and ability to manage resources within an Enterprise Voice Infrastructure. Capabilities will include technologies such as Voice, Video, SIP, monthly maintenance of all voice applications/hardware, and any daily requests. Drive Telephony technology Voice and Video infrastructure projects within the infrastructure organization and make key decisions on workforce planning / strategy to ensure all committed deliverables are met on time and to budget. Advanced understanding of best practices surrounding telephony requests. Colleague will also need working knowledge of PCI requirements. Own the creation, implementation, maintenance and communication of Alorica’s Unified Communications product standards and engineered builds, taking into account enterprise technology strategy/architecture, business requirements, industry direction, technology innovation and input from 3rd party delivery partners
JOB FUNCTIONS
• Oversee development of Alorica’s Unified Communications Services ensuring the organization provides state-of-the art, robust and reliable UC core technologies that best meet evolving needs of the business worldwide.
• Provide overall leadership in managing UC Services Support teams and driving optimal delivery and support of related services
• Act as primary liaison between UC Services team and IT leadership, providing key updates on organizational and technology planning, issue escalation, and project developments
• Serve as escalation point for team resources on critical issues, higher impact troubles, and project needs, engaging IT leadership as needed and/or warranted to resolve issues
• Facilitate cross-IT team and third-party vendor collaboration as needed for UC Services team to enable more efficient service delivery
• Act as the strategic business interface between UC Services team and all Alorica departments dependent on team services, to ensure key business requirements are understood and appropriately prioritized, and that project stakeholders are properly apprised of developments/milestones
• Engage in strategic planning to ensure Alorica’s business requirements are fulfilled
• Oversee team project activities such that assigned projects are delivered on time, within budget and meet required level of quality
• Define organizational annual capital and operational budget, and manage available budgets, acting as primary organizational interface with Alorica finance as needed
• Forecast organizational growth needs, including budget, technology, and resource requirements
KEY JOB RESPONSIBILITIES
• Drive transformational initiatives to assist with modernization of the Voice\Video infrastructure to meet the demands of a modern workforce
• Collaborative team player accustomed to working within and across groups other IT and End User Systems operation functions
• Lead department initiatives for but not limited to:
◦ Genesys Dialer Migration
◦ Avaya Cloud Migration
◦ Recording Services
◦ Voice Systems Resiliency and Stability
• Responsible for the successful delivery of all calls to customer care representatives
• Responsible for the successful routing of calls to all delivery sites
• Optimize Telecom services to reduce costs
• Design and implement short- and long-term strategic plans to ensure all Voice/Video Services meet existing and future requirements
• Ensure Voice Services meet PCI and all regulatory compliance requirements
• Closely interact with other technical teams to analyze functionality requirements of approved solutions
• Oversee management of third-party maintenance contracts for key Unified Communications & Telecom infrastructure/hardware, software and licensing Qualifications/Requirements
• Support complex integrations with third-party communication systems including but not limited to Avaya and Genesys
• Lead a team of 6-8 geographically dispersed managers in North America and abroad
• Hire, scale and manage performance to drive employee development and maximize team retention
• Effectively manage internal and external stakeholder expectations and resolve escalations to ensure satisfaction
• Oversee Unified Communications demonstrations, trials, and Proof of Concepts (POCs)
• Work with sales, product, success, and care teams to ensure strong handoffs and cross-functional experiences
• Collaborate with global counterparts to share and optimize best practices.
• Requires periodic support outside of normal office hours
List required software, hardware & technology of the work unit
• Proficient personal computer skills including Microsoft Office.
• Business and technology professional with 10+ years of Unified Communications management experience
• Advanced understanding of Unified Communications technologies and how they can serve a diverse business environment
• Demonstrate clear understanding of the following technologies
◦ Genesys
◦ Avaya Cloud
◦ SIP
◦ VoIP
◦ Call Center Environment
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Qualifications
JOB REQUIREMENTS
Minimum Education and Experience:
• BS Degree or equivalent experience in technology space – focus on Unified Communications/Networking (Required)
• Certifications: AVAYA, AWS, CCNP/CCIE (Preffered)
Other:
• 7+ years proven project management skills, including the ability to effectively manage resources and multiple technology projects of diverse scopes and impact
• 7+ years relevant experience working with and coordinating global teams, including IT Network, Unified Communications, Messaging, and Database teams
• 7+ years relevant experience managing and forecasting organizational budgets and growth needs
• 7+ years relevant experience managing third party vendors, and/or with third party contract negotiation
• Consistent track record of building and managing great teams
Disclaimer
• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties
Other Information (Skills and Abilities)
• Ability to manage resources across multiple office locations
• Ability to manage through competing/conflicting requests and obtain consensus
• Ability to appropriately inspire growth and strong performance from dedicated team resources
• Proven ability to understand business requirements and effectively communicate them to technical teams for effective service delivery
• Strong ability to creatively, efficiently and effectively problem solve, overcome obstacles and develop resolutions to complex problems within fast-paced environment
• Ability to effectively interface with Senior Management, including ability to understand expectations of senior leadership and deliver accordingly, including service level expectations and when and whom to escalate issues to
• Strong knowledge of enterprise telecom carriers and related service offerings
• Exceptional presentation, written and verbal communication skills
• Experience measuring progress against goals for time-to-value, resource utilization
• Skillful collaboration and diplomacy to ensure smooth working relationship across teams
• Must be willing to work after hours, including weekends, often on short notice
• Must be willing and able to travel throughout the US, Asia and Europe
ABOUT ALORICA
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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