Telecommunications Manager
1 month ago
Job Summary:
Bayshore HealthCare is seeking a highly skilled and experienced Manager, Enterprise Telecom Services to lead our team of telecom professionals. As a key member of our IT department, you will be responsible for ensuring the reliability and effectiveness of our telecommunication systems, including Virtual Contact Center, VoIP Unified Communication, Mobile Device Management, eFax, and legacy telephony services.
Key Responsibilities:
- Oversee and manage the organization's Virtual Call Center and telecommunication systems.
- Lead a team of telecommunication professionals, providing leadership, coaching, and performance management.
- Design and implement contact center campaigns for business units, ensuring reliable and effective call management, call routing, agent workflows, and customer experiences.
- Maintain ongoing proactive working relationships with Bayshore business partners, understanding their call flow and campaign requirements.
- Proactively review and maintain the design of all contact center deployments, ensuring ongoing alignment with evolving business requirements.
- Develop and execute strategic plans for telecommunication services, ensuring alignment with organizational goals and requirements.
- Collaborate with IT teams, department heads, and external vendors to design and implement telecommunication solutions that enhance communication capabilities.
- Ensure compliance with regulatory requirements and adherence to security best practices in telecommunication systems.
- Monitor and analyze telecommunication performance metrics, identifying trends and areas of improvement and implementing necessary enhancements.
- Stay updated on emerging telecommunication technologies and trends, evaluating their potential benefits and recommending appropriate adoption strategies.
Requirements:
- University degree in the field of telecommunications or computer science and/or 10 years equivalent work experience in a similar capacity.
- 5 years' experience in the management and administration of Call Center platforms with preference given to candidates with Virtual (Cloud) Contact Centers and a stronger preference to experience with Five9 VCC.
- 10+ years of experience working in the telecommunication or IT industry.
- 3-5 years of experience in a management or team leadership role.
- Working technical knowledge of Windows and Windows Server as well as working knowledge of using APIs and Windows PowerShell.
What We Offer:
Bayshore HealthCare offers a dynamic and supportive work environment, competitive compensation and benefits package, and opportunities for professional growth and development.
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