Manager, Enterprise Telecom Services

6 months ago

Mississauga, Canada Bayshore HealthCare Full time

Job Description

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.

The Manager, Enterprise Telecom Services plays a vital role in ensuring our organization's telecommunication systems (Virtual Contact Center, VoIP Unified Communication, Mobile Device Management, eFax and legacy telephony services) are robust, reliable, and aligned with the needs of our healthcare services. Leading a team of telecom professionals, you will provide mentoring, technical expertise, and operational support. Collaborating closely with various stakeholders, including IT teams, department heads, and external vendors.

This includes (but not limited to) deployment, operational hands-on management with ongoing support of the various infrastructure technologies required to deliver Virtual Call Center and Telecommunications. Specifically, Corporate phone systems and Mobile device management. This position will be responsible for providing 2nd level and/or 3rd level support including technical guidance to IT teams and users as required. This position will join a team responsible for compute, storage and cloud infrastructure, telephony systems, call center platforms including datacenter network and branch office connectivity.

DUTIES AND RESPONSIBILITIES
• Oversee and manage the organization's Virtual Call Center and telecommunication systems, including, VoIP technologies, Legacy Fax and eFax services, and mobile device management.
• 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
• 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.
• Keeping 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. This includes capturing call flows, IVR scripts, and other relevant information.
• 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.
• Other duties as assigned.

REPORTING RELATIONSHIPS
The Manager, Telecommunications Services reports directly to the Sr. Manager, Enterprise Network Services

Job Qualification

Education
• University degree in the field of telecommunications or computer science and/or 10 years equivalent work experience in a similar capacity.

Experience
• 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.
Other Skills and Abilities
• Exceptional critical thinking, analysis, and problem-solving skills.
• Highly service oriented, with excellent oral and interpersonal communication skills.
• Outstanding writing and documentation skills.
• Ability to communicate ideas in both technical and user-friendly language.
• Able to conduct independent research into IT security issues and products.
• Highly self-motivated and directed, with keen attention to detail.
• Able to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Knowledge of Canadian and healthcare data privacy practices and laws.

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