Our financial services client is looking to add a Director of Telephony Services to their team! Please review all details below prior to applying to ensure alignment with your interest and experience.
Important Info:
- This is a 6-month contract to permanent opportunity (during the contract period you are working full-time, 40 hours/week as an hourly consultant -- after duration of contract you will be converted to an internal/permanent employee where you would be salaried + bonus)
- Hybrid schedule is on site 1 to 2 days/week in Evansville, IN 47708
- Flexible pay range depending on level of expertise/experience
Position Overview: The Director of Hybrid Telephony Services is responsible to lead the architecture, engineering, and operations of telephony solutions. This leadership role will be responsible for establishing an enterprise telephony platform supporting call centers, branches corporate sites. This includes inbound/outbound dialing, call recording, and dialer/IVR functions. This leadership role will be part of Network & Communications team within Technology and partners closely with infrastructure engineering, product delivery lanes, enterprise architecture, and multiple business departments.
This person should be focused on long-term strategy and have previous experience with Avaya but doesn’t need to be a true expert (as that is what the technical team is for). The Director will be focused on creating long-term strategies, future deployment plans, roadmaps, all the fun. The team they lead is 5-6 individuals and they will be working closely with other business units to ensure future plans address any concerns of the organization's needs.
ESSENTIAL JOB FUNCTIONS
- Oversee a Telephony Services team with resources across the nation and offshore after-hours support.
- Lead and manage employee onboarding team and processes.
- Plan and lead the deployment of enterprise telephony solutions using on-prem and cloud platforms.
- Develop a strategic roadmap to transition legacy on-prem solutions to modern cloud as-a-service platforms.
- Provide leadership and guidance to embrace and develop cloud telephony engineering skills.
- Define and track relevant and actionable telephony metrics and KPIs to ensure effective cyber protections.
- Continuously evaluate industry leading telephony capabilities and solutions to improve security posture.
- Monitor and report on organizational service levels and key performance indicators.
- Manage incident and service request approvals, metrics, and escalations.
- Build strategic relationships with key partners, across call center and branch operations.
REQUIRED SKILLS & JOB QUALIFICATIONS
- Minimum 10+ years of technology experience with progressive responsibilities, and with at least 5 years of leading telephony services teams.
- Experience with telephony services hosted platforms such as Avaya, Alvaria/Noble, NICE, Five9, LiveVOX, RingCentral, or Amazon Connect.
- Management of CCaaS and UCaaS platforms and capabilities.
- Experience with strategic planning and forecasting, migration from on-prem solution to cloud, IT architecture principals, and technology risk assessment.
- Technology professional with a proven people management and leadership experience.
- Excellent presentation, facilitation, and diplomacy skills.
- Experience with creating telephony standards, policies, and procedures.
- Strong verbal and written communication skills.
- Strong partnership with IT and business teams.
- Ability to work in a fast paced, highly visible, changing environment.
- Proven ability at building trust with partners & peers and influence senior management.
- Ability to multitask and manage multiple topics and demands concurrently.
- Strong working knowledge of IT processes (i.e., ITIL) including incident, problem, defect, change and release management.
- Prior working experience in a financial company is preferred.
- Highly organized, results-oriented, practical, and attentive to details.
EDUCATION & CERTIFICATIONS
- Bachelor of Science degree in management information systems, computer science, engineering or other IT-related major is required, or 15+ years of relevant experience.
