Manager, Telecom

    LogistiCare, Inc.
    Jacksonville, FL
    Full-time, Part-time

    Job Description

    The Telecom Engineer (Manager) leads a technical team and provides hands on technical engineering and support on LogistiCare's telecom environment. Their role will involves working with peers in the network and infrastructure groups on the converged infrastructure. It is responsible for design and maintaining all aspects of a SIP based contact center with over 30 locations and work with the voice architect and contact center leadership on all new initiatives.

    ESSENTIAL FUNCTIONS
    Design and maintain contact center infrastructure which includes Avaya CM, Avaya CMS, Avaya AEP, Oracle SBCs, IVR, and call recording environments.
    Work with vendors on new projects and initiatives.
    Support call recording environments that includes QA and screen capture adjuncts.
    Support contact center related technologies like reporting, WFM, CTI, omni-channel, and advanced call routing technologies).
    Ability to work with telecom providers (AT&T, Century Link, Level 3) on their SIP trunking offerings and support their network infrastructure.
    Work with network and server teams to support and provision necessary infrastructure for telecom environments.
    Work with WFM team to optimize call routing and IVR call flows.
    Projects as needed.

    Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties from time to time.

    POSITION QUALIFICATIONS
    Competency Statement(s)
    Analytical Skills - Ability to use thinking and reasoning to solve a problem
    Communication, Oral - Ability to communicate effectively with others using the spoken word
    Communication, Written - Ability to communicate in writing clearly and concisely
    Customer Oriented - Ability to take care of the customers' needs while following company procedures
    Decision Making - Ability to make critical decisions while following company procedures
    Interpersonal - Ability to get along well with a variety of personalities and individuals
    Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions
    Management Skills - Ability to organize and direct oneself and effectively supervise others
    Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability
    Team Building - Ability to convince a group of people to work toward a goal
    Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
    Self-Motivated - Ability to be internally inspired to perform a task to the best of one's ability using his or her own drive or initiative
    Relationship Building - Ability to effectively build relationships with customers and co-workers
    Time Management - Ability to utilize the available time to organize and complete work within given deadlines

    SUPERVISORY RESPONSIBILITIES
    Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Education
    College degree or equivalent experience
    7 years + of previous telecom experience and contact center engineering/support

    Experience
    Five years' experience managing and delivering platform design and operational excellence

    SKILLS & ABILITIES
    Must have expert knowledge of telecommunications technology systems and process skills
    Must be familiar with Avaya and Oracle CLI interfaces
    PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc)
    Attention to detail
    Communications skills (listening, speaking, writing, inquiring)
    Ability to work under pressure and handle stress
    Works well within a team environment as well as individually
    Must have excellent organizational and coordination skills
    Must demonstrate sound analytical skills

    PHYSICAL DEMANDS
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    While performing the duties of this Job, the employee is regularly required to talk or hear.
    The employee is frequently required to use hands to finger, handle, or feel.
    The employee is occasionally required to stand, walk, and reach with hands and arms and lift.
    Specific vision abilities required by this job include close vision.

    WORK ENVIRONMENT
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Entire work time is conducted in an office environment in a controlled atmosphere building.
    The noise level in the work environment is usually moderate.

    This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor.

    LogistiCare is an Equal Opportunity Employer.

    Posting ID: 556641134Posted: 2020-05-21