Job Description

Manager, Call Centre Infrastructure role.

Salary, $130K range, up to 30% bonus. 4 weeks vacation, Pension, flex benefits

Our client is looking for a positive and collaborative Manager, Call Centre Infrastructure to be part of and contribute to their Unified Communications Team
You are resourceful, a mentor to your team and are comfortable in a fast-paced and are adaptable to an innovative environment!

Responsibilities

• Develop the strategic vision and lead the Unified Communications Team to support enterprise-wide Unified Communication needs, including development and maintenance of roadmap
• Develop and lead a strong team of engineers, administrators, and analysts who have a high level of domain expertise and outstanding dedication to organizational goals
• Develop the strategy and govern the designing, engineering, implementation and maintenance of network and telecommunications systems across the enterprise, including hardware, software, peripherals, network nodes, terminals, and wiring
• Supervise and ensure high availability and consistent performance of all network and telephony systems as well as all distribution infrastructure and consistent performance of all network and telephony systems
• Coordinate installations, configurations, and maintenance / upgrades with third-party vendors
• Work with vendor management to negotiate favourable service level agreements with third-party partners
• Participate in vendor governance forums, including providing input to vendor management to manage service levels with third-party partners
• Govern the preparation and maintenance of all documentation for network / telephony systems and configurations
• Ensure effective administration and compliance with all internal processes, procedures, and controls to effectively manage risk ensuring it remains within tolerance
• Recruit, hire, train and develop an impactful agile Unified Communications team members, mentoring and encouraging excellence and building exceptional technical talent
• Demonstrates extensive knowledge and a demonstrable record of success leading and collaborating with middle and senior management on client-facing business development, engagement delivery, practice development and thought leadership engagements
• Familiarity with traditional and emerging technologies relating to networks, contact centres, and unified communications (ie. Cloud Contact Center Platforms, MS Teams incl Enterprise Voice, S4B)
• Experience managing department finances to ensure all operations are within budget.

• Outstanding Experience of large scale delivery
• Broad knowledge of Unified Communication, and Contact Centre systems
• Experience in working with multi sourced operating models and teams
• Experience in dealing with sophisticated problems and quick turnaround requirements in a fast paced environment
• Excellent partner management and political awareness
• An ability to inspire individuals and teams to change and improve
• Highly self-motivated and willingness to learn, explore and be innovative
• Technical - Admin level technical understanding of all major service applications \xe2\x80\x93 specifically knowledge of PBX, Call Center, Microsoft Teams platform
• Exceptional written and verbal communication skills, organizational skills, and attention to detail
• Proven problem-solving and critical thinking skills
• Strong leadership, mentoring and organizational skills. Demonstrated ability to exercise initiative, independent judgment and be a self-starter.
• Experience managing people/teams directly with the demonstrable ability to lead and be an agent for change
• Some Financial experience and understanding of IT contracts a strong asset
• ITIL Foundations certified would be an asset
• Agile experience or training would be an asset
• PMP certification or training would be an asset
• Collaborative and outstanding interpersonal skills
• This role is based out of our Markham location office. We offer a flexible hybrid work model (1-2 days onsite per week)

Azza Consulting