27 days old

Manager, Business Communication Technology / Telecom

Madison, NJ 07940
  • Job Code
    578777
  • Payrate
    $30 To $40

Manager, Business Communication Technology


Position Summary


This role requires an experienced manager of people and resources, with career history rich in Unified Communications Technologies, IP Telephony, Communications Protocols and Networks, Cloud-based Unified Communications (UCaaS), Contact Centers (CCaaS), and Communications Platforms (CPaaS). The candidate must have demonstrated experience managing personnel, leading multi-disciplinary teams, and be an experienced leader of daily operations and support of traditional and unified communications, and cloud-based solutions. The individual will need to demonstrate leadership qualities, strong communication skills, budget management skills and proactive management in the planning, and delivery of communications infrastructure, products and services. This role will require both technical knowledge of communications technologies and the ability to articulate and demonstrate UC solutions. The position is responsible for delivering communications innovations to Realogy's businesses, helping the organization to transform its workflows based on new capabilities, and driving the adoption of new UC, UCaaS, and CPaaS communications technologies throughout the organization.


Critical Dimensions


- Management - Must have demonstrated exceptional performance managing teams of direct employees responsible for communication systems and network operations, and implementation of new technologies.


- Project Management - Must have the ability to manage multiple initiatives simultaneously.


- Vendor Management - Must have proven ability to manage multiple vendors


- Teamwork - Must be able to function in a collaborative environment within and across technology and business teams.


- Self-Management - Independent self-starter with the ability to juggle multiple priorities. Comfortable with ambiguity and conflict. Strong work ethic.


- Technical - Must have relevant and recent hands on experience and working knowledge of voice, video, messaging, and conferencing / collaboration platforms


- Security Standards - Must be able to function efficiently in a monitored environment, develop and adhere to processes and standards encompassing network and infrastructure security.


Responsibilities


- Manage a team of directly reporting employees, consultants, contractors and vendors supporting unified communications solutions at Realogy's business units.


o Set expectations with team members for ongoing performance management, accountability of actions, and take corrective action when necessary


o Provide direction for success and development; career path management


o Drive the ongoing evolution and retention of technology talent


o Provide one-on-one coaching of team members


o Ensure staff compliance to company policies, programs and standards


o Assist technical personnel in remote offices


- Production and Project support of voice network, applications, UC, and cloud-based communication solutions and platforms


o Ensures the engineering designs, plans, maintenance and other activities resulting in a reliable telecommunications operation; inclusive of-on premise, data center, and cloud based communications systems and equipment, network service providers, and the integration or unification of various communication platforms and systems.


o Develops the goals and objectives of the department.


o Establishes, documents, and maintains systems, standards, processes and procedures for efficient operations. Monitors progress of assigned areas against milestones and reports problems and suggests and takes corrective action.


o Manage the voice network and related partner contract lifecycle(s), and participates in the contract governance process.


o Works closely with internal resources and vendors on all aspects of communications and contact center infrastructure, networks, UC applications, UCaaS and CPaaS service providers


o Assists with development, evaluation and management of operating and capital budgets for communications and contact center infrastructure, networks, UC applications, UCaaS and CPaaS service providers.


o Ensures that the budgetary goals are met by careful inspection and reconciliation of vendor invoices and resource reporting.


o Prioritizes communications requests, analyzes program needs, develops detailed project plans, budgets, and schedules, coordinates internal and external resources, and manages personnel, time and materials and resources required for successful project execution.


o Ensures the identification and analysis of customer relevant voice, chat, video and other UC needs, and the management of all activities to meet requirements, including problem definition, systems design, enhancement and maintenance, product selection, implementation, and user orientation.


o Manages the design, documentation and creation of standard operating procedures and processes for operation and support for all collaborative technologies and activities, which include: PBX, call manager, telepresence, chat, instant messaging, desktop video, cloud video and other collaborative technologies.


o Develops and manages project plans: including key deliverables and resource requirements.


o Must have the ability to design, document and manage new platforms as well as workflows.


o Maintains, and evolves the communications roadmap for the enterprise.


o Owns product lifecycle management tracking EOS and EOL and ensuring firmware and service pack application to address performance and security issues


o Increases adoption of Unified Communications technologies within Realogy's businesses, and helps users and business stakeholders optimize processes to leverage new technical capabilities.


o Keeps up with technology trends, researches technologies, and recommends specific vendors technologies, and solutions.


o Performs communications gap analysis, recommends solutions and oversees implementation of improvements.


Qualifications and Selection Criteria


- Minimum Education Level: Bachelor Degree. Computer Science, Telephony or Related Discipline preferred


- 10+ years in Telecommunications or Information Technology


- 5+ years managing Telecom, UC or IT teams


- 5+ years Vendor management and contact negotiation


- Avaya/ Cisco/ Interactive Intelligence IP telephony experience and strong knowledge of on premise, data center, and cloud-based communications solutions.


- Ideal candidates will have a working knowledge of PBX/Call Manager, SIP trunking solutions, contact center solutions, dial plans, conferencing / collaboration systems, Avaya/ Cisco and other voice gateways, network protocols (G.711, G.729, SIP, H.323) and UC, UCaaS, CCaaS, and CPaaS solutions


- Strong analytical and conceptual skills, with proven ability to translate business problems into specifications and requirements


- Strong project management and planning skills, with proven experience managing multiple projects to successfully to completion


- Dynamic leadership style that can develop and energize multi-disciplined, high-performance work teams to learn and apply new skills/techniques to business needs


- Excellent oral and written communications; ability to present and discuss technical information in laymen's terms that establishes rapport, persuades others and gains understanding


- Ability to create, foster, and extend relationships across all parts of the business, comfortable with influencing across and within the entire organization


- Budget management experience

Categories

  • Information Technology

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Manager, Business Communication Technology / Telecom

Randstad Technologies
Madison, NJ 07940

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Manager, Business Communication Technology / Telecom

Randstad Technologies
Madison, NJ
US

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