Manager, Call Centre Infrastructure

1 month ago

Markham, Canada Aviva Full time

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

We are looking for a positive and collaborative Manager, Call Centre Infrastructure to be part of and contribute to our Unified Communications Team

This role is based out of our Markham location office. We offer a flexible hybrid work model.

You are resourceful, a mentor to your team and are comfortable in a fast-paced and are adaptable to an innovative environment

What you’ll do
- Develop the strategic vision and lead the Unified Communications Team to support enterprise-wide Unified Communication needs, including development and maintenance of roadmap
- Develop and lead a strong team of engineers, administrators, and analysts who have a high level of domain expertise and outstanding dedication to organizational goals
- Develop the strategy and govern the designing, engineering, implementation and maintenance of network and telecommunications systems across the enterprise, including hardware, software, peripherals, network nodes, terminals, and wiring
- Supervise and ensure high availability and consistent performance of all network and telephony systems as well as all distribution infrastructure and consistent performance of all network and telephony systems
- Coordinate installations, configurations, and maintenance / upgrades with third-party vendors
- Work with vendor management to negotiate favourable service level agreements with third-party partners
- Participate in vendor governance forums, including providing input to vendor management to manage service levels with third-party partners
- Govern the preparation and maintenance of all documentation for network / telephony systems and configurations
- Ensure effective administration and compliance with all internal processes, procedures, and controls to effectively manage risk ensuring it remains within tolerance
- Recruit, hire, train and develop an impactful agile Unified Communications team members, mentoring and encouraging excellence and building exceptional technical talent
- Demonstrates extensive knowledge and a demonstrable record of success leading and collaborating with middle and senior management on client-facing business development, engagement delivery, practice development and thought leadership engagements
- Familiarity with traditional and emerging technologies relating to networks, contact centres, and unified communications (ie. Cloud Contact Center Platforms, MS Teams incl Enterprise Voice, S4B)
- Experience managing department finances to ensure all operations are within budget.

What you’ll bring

**Requirements**:

- Outstanding Experience of large scale delivery
- Broad knowledge of Unified Communication, and Contact Centre systems
- Experience in working with multi sourced operating models and teams
- Experience in dealing with sophisticated problems and quick turnaround requirements in a fast paced environment
- Excellent partner management and political awareness
- An ability to inspire individuals and teams to change and improve
- Highly self-motivated and willingness to learn, explore and be innovative
- Exceptional written and verbal communication skills, organizational skills, and attention to detail
- Proven problem-solving and critical thinking skills
- Strong leadership, mentoring and organizational skills. Demonstrated ability to exercise initiative, independent judgment and be a self-starter.
- Experience managing people/teams directly with the demonstrable ability to lead and be an agent for change
- Bachelors of Science or Engineering Degree
- Some Financial experience and understanding of IT contracts a strong asset
- ITIL Foundations certified would be an asset
- Agile experience or training would be an asset
- PMP certification or training would be an asset
- Collaborative and outstanding interpersonal skills

What you’ll get
- Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
- Exceptional Career Development opportunities.
- We’ll support your professional development education.

Additional Information: Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.

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