Telecommunications Manager
1 month ago
About the Role:
Bayshore HealthCare is seeking an experienced Manager, Enterprise Telecom Services to join our team. As a key member of our IT department, you will be responsible for overseeing the organization's telecommunication systems, including Virtual Contact Center, VoIP Unified Communication, Mobile Device Management, eFax, and legacy telephony services.
Key Responsibilities:
- Lead a team of telecom 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.
- Work directly with Branch Services Team to align requests for phone lines, fax lines.
- Maintain ongoing proactive working relationships with Bayshore business partners understanding their call flow and campaign requirements.
- Keep a strong working relationship with Bayshore telecommunications and virtual call center vendors.
- Proactively review and maintain the design of all contact center deployments, ensuring ongoing alignment with evolving business requirements.
- Responsible for maintaining articles related to all aspects of virtual contact center user processes, and procedures.
- 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.
- Provide leadership and support during telecommunication-related incidents, troubleshooting issues, and ensuring timely resolution.
- Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
- Train and mentor junior staff members in the department.
- Test and implement voice services.
- Work on process improvement and improved efficiencies.
- Monitor and identify capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems.
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.
About Bayshore HealthCare:
Bayshore HealthCare is one of the country's leading providers of home and community health care services and is a Canadian owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore Healthcare is also Canada's Best Employers Forbes 2023 list.
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Telecommunications Manager
1 month ago
Mississauga, Ontario, Canada Bayshore HealthCare Full timeJob Title: Manager, Enterprise Telecom ServicesJob 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...
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Telecommunications Manager
1 month ago
Mississauga, Ontario, Canada Bayshore HealthCare Full timeJob Title: Manager, Enterprise Telecom ServicesJob 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...
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