This very visible position will provide senior leadership for planning and implementing the objectives of the telecom team while overseeing the managing of day to day operational issues.
Performs normal administrative functions associated with a professional management position to include personnel management, hiring of personnel, coaching, timesheet approval, quarterly and annual reviews, and maintaining policies and procedures.
Order & manage engineering reviews.
Orders & manages traffic studies, bill analysis and other research as needed.
Participate in telephone system design meetings; works with Telecom Engineering, end users and other internal and external groups to understand telephone requirements to define strategic direction and architectural plan.
Maintain annual and quarterly strategy, provide weekly and monthly status reports, and coordinate department efforts with other departments as needed.
Prioritize department tickets & projects for NYSOH project.
Assures quality of all work products including follow-up of assigned tasks.
Manage telecom incidents and outages, complete RCA, and provide recommendations for improvement.
Other duties as assigned.
The Ideal Candidate will Possess the Following Additional Education and Experience
Bachelor's degree from an accredited college or university or equivalent experience
7 years of related experience
5 years of leadership/management experience
Nortel Certification in CS1000, Contact Center, CallPilot
Avaya Certification in Design and Support for Call Pilot
Avaya Certification in Contact Center
Strong contact center knowledge.
Strong foundational knowledge of IVRs and Contact Center technologies.
Experience with managing complex technical projects.
Strong organizational skills.
Practical knowledge of resource management, department workload, setting goals and reporting results.
Ability to review CS1000, Call Pilot, and Contact Center programming experience.
Must be willing to travel monthly to the site as needed.
Working knowledge of the following telephony technologies: IP PBX, ACD, IVR, WFM, VoIP, SIP, PRI/DS1/DS3, call recording, voice mail, and a variety of telco/data services preferred.
MCSE certification preferred.
Familiarity with Telstrat Engage call and screen recording and Pipkins Work Force
Management systems is desired but not required.
IP foundational knowledge, including Servers and networking is preferred.
Experienced with complex troubleshooting, able to support or lead troubleshooting efforts is preferred.
Experience with ITIL Standards is preferred.
Experience with staff development is preferred.
Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer.
MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.