Call Center Manager, Infrastructure -

Call Center Manager, Infrastructure - Hybrid (Contract Position)

Number of Positions: 1 Duration: 12 months

Location: Markham, ON, CA

Must be eligible to work in Canada

Hybrid position 1-2 days / 2 weeks for now

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.

What you’ll bring

Requirements

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

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

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