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    Voice services Project Manager - Las Vegas, United States - TEKsystems

    TEKsystems
    TEKsystems Las Vegas, United States

    1 day ago

    TEKsystems background
    Description

    Job Title: Voice Infrastructure Manager

    Welcome to our company's job listing for the position of Voice Infrastructure Manager. As the Voice Infrastructure Manager, you will have a crucial role in overseeing the management and availability of our voice infrastructure environment. Your responsibilities will include managing PBX, ACD, voice mail systems, and contact center administrative functions. Additionally, you will be accountable for ensuring that all voice requests and projects are completed promptly, within scope, and within budget.

    • Manage provider responsible for PBX switch maintenance and MACD work.
    • Ensure all service requests are fulfilled within appropriate service levels.
    • Ensure all changes/enhancements to production environment are completed within specified and agreed-upon change windows.
    • Responsible for managing incidents/problems through to resolution and ensuring timely root cause analysis.
    • Work closely with Business and IT Business Relationship Managers to address business requirements.
    • Conduct regular reviews with carriers and other voice and contact center application providers as appropriate.
    • Maintain all department Standard Operating Procedures.
    • Conduct monthly reviews with maintenance provider to ensure SLA's and system performance requirements are being met.
    • Participate in RFP and contract negotiation as appropriate.
    • Collaborate with Voice Engineer to identify and assess new voice and contact center technologies and applications.
    • Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
    • Develop staff skills to enhance department effectiveness and manage resources to eliminate excess costs or unnecessary expenditures.
    • Monitor team performance in all phases of service and job functions; rectify deficiencies.
    • Manage staff and organize department functions following company guidelines.
    • Additional Skills & Qualifications:
    • Must be able to obtain and maintain necessary certifications or licenses as required.
    • 5+ years of management experience in a voice infrastructure environment.
    • 5+ years of managing vendor relationships.
    • ITIL v3 Foundations Certification.
    • Avaya Certified Support Specialist (ACSS).
      • Strong working experience with the following:
    • Data/Networking/Firewall.
    • Nortel CS1000.
    • Avaya Aura Contact Center.
    • Working with telecommunications carriers to troubleshoot issues.
    • Avaya Communication Server 1000 for Avaya Aura.
    • Strong interpersonal skills with effective communication abilities.
    • Varied shift availability, including nights, weekends, and holidays.

    This role offers a challenging and rewarding opportunity for individuals with a passion for voice infrastructure management and a drive to excel in a dynamic work environment.

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