Job Description

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.

Qualifications:

• University Degree in Computer Science, Computer Engineering or Information Technology is a must have requirement
• 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 - 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.

If you are curious about this position, but want more information before applying, please send us a note at careers@demandforhr.com, and someone from our team will get in touch with you!

Demand For HR is an equal opportunity Recruiting Firm. We do not discriminate against gender, race, persons with disabilities or ethnical background. We thank all applicants for your interest in the roles Demand For HR is recruiting for.

Demand For HR