Manager, Contact Centre Infrastructure

My client is a leading insurance company in the market with growing business. They are now looking for a Contact Centre Infrastructure Manager to join the team. Position will be mainly supporting enterprise-wide Unified Communication needs, including development and maintenance of roadmap and developing the strategy and govern the designing, engineering, implementation and maintenance of network and telecommunications systems.

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, telecommunications systems, IVR, ACD and CTI 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

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)

Requirements:

• Degree in Computer Science, Computer Engineering or Information Technology

• Broad knowledge of Unified Communication, Contact Centre systems, Telephony System and IVR System

• Technical understanding of all major service applications - specifically knowledge of PBX, Call Center, Microsoft Teams platform

• Strong leadership, mentoring and organizational skills. Demonstrated ability to exercise initiative, independent judgment and be a self-starter.

• Experience in dealing with sophisticated problems and quick turnaround requirements in a fast paced environment

• Exceptional written and verbal communication skills, organizational skills, and attention to detail

• Some Financial experience and understanding of IT contracts a strong asset