Voice Communications Manager

Voice Communications Manager Long Island, NY

DUTIES and RESPONSIBILITIES:
· Responsible for the installation, maintenance and performance of the company's voice communications infrastructure supporting critical business functions that process 24 hours per day/7days per week.
· Provides extensive Level II and III support for communications infrastructure to ensure quick response time and timely problem resolution for applications that process 24 hours per day/7 days per week.
· Coordinates all escalations with manufacturers/vendors including attainment/implementation of software patches and hardware resolutions.
· Provides the most appropriate technological solutions for voice technologies in the Call Center environment, CFC locations and Branch operations to maximize quality and minimize cost.
· Plans, manages, and assists in the installations and configuration of voice systems and provides end-user training and support for Call Center and Branch Personnel.
· Responsible for providing remote and on-site troubleshooting and support for these systems: Avaya Definity G3 Systems, Octel Aria 250 Voice Mail Systems and Avaya (Lucent) Merlin Legend/Magix Systems, Avaya IP Office, Avaya 8720, Avaya IP Gateway systems, Avaya Module Messaging.
· Responsible for all voice services related to Call Center day-to-day operations including designing and maintaining Call Control Tables, monitoring of PBX trunks and ports and planning for future growth.
· Manages the support for moves, add and change work on all Avaya ACD Systems, Branch PBX systems and desktop handset equipment.
· Provide functional areas with voice communications reporting and metrics using ECAS, CMS and NICE reporting platforms.
· Provides System Administration, Report Creation, Design and Customization of Daily Reports for Call Centers/Distribution Centers.
· Maintains AT&T Routing Plans enabling changes of Toll Free routing of any Branch or Call Center calls using AT&T Route-IT.
· Responsible to assist in developing the strategy for and the support of all corporate mobile communications devices and plans including cell phones, smart phones and RIM Blackberry devices.
· Able to work with and communicate with all levels of management.
· Works closely in supporting the company’s internal and external customers specifically Call Center, CFC, Branch location associates and management including all support departments.
· Provides voice communications technical consulting and training to IT management and staff.
· Assists in establishing, documenting and implementing voice communications policies and procedures.
· Manages the associates of the Voice Communications team towards efficient operations, in support of all internal and external customers.
· This includes the creation and management of performance metrics for all systems supported. Conducts regular team meetings and reports the status of all support and project tasks to the IT Communications Manager in a consistent and timely fashion.
· Manages the execution of all telecommunications technical changes within the established IT Operations Change Control rules, regulations and processes.
· Engages in resource project/task scheduling for the Voice Communications team.
· Maintains documentation of Telecommunications infrastructure.
· Maintains log of communications related trouble occurrences.
· Provides project direction, technical assistance and guidance to all internal customers including team members.
· Develops and maintains a corporate wide telecommunications infrastructure strategy, ensuring maximum up-time, required performance and support for new technologies.
· Assists IT Communications Manager to develop telecommunications vision as it relates to infrastructure, tools and applications.
· Performs all duties inherent in the role of a Manager including hiring, termination, review and development of associates.
· Establishes and maintains up-time standards and monitoring procedures.
· Manages budgets which include monthly variance reporting, forecasting and ensuring that invoices are properly approved and submitted in a timely fashion.
· Participates in special projects and performs additional duties as required.

· EDUCATION and EXPERIENCE:
· Bachelor’s Degree is preferred or professional/technical degree or equivalent is required.
· Minimum of 3 years of personnel management experience is required.
· Minimum of 5 years experience managing voice technology in a multiple Customer Contact Center environment is required.
· Project Management experience is required.
· Minimum of 2 years of Avaya CMS experience is required.
· Minimum of 2 years of Avaya Modular Messaging experience is required.
· Minimum of 2 years of Avaya IP Office and Avaya Gateway experience is required.
· Minimum of 2 years of Avaya S8700 experience is required.
· Certifications in 2 or more of the following areas or equivalent work experience is required: Avaya Definity G3 Administration Certification, Avaya Definity G3 World Class Routing Administration Certification, Octel 250 Administration Certification, AT&T Route-It Software Administration Certification, AT&T Interactive Advantage knowledge is preferred.
· Experience with Siemens HiCom 300, Hi Path ProCenter and Corporate Connect is preferred.

SKILLS:
· Thorough knowledge of MS Excel and MS Word is required.
· Good communications/interpersonal skills and customer service/satisfaction skills are required.
· Troubleshooting skills are required.
· Effective oral and written skills are required.
· Effective personal time management and organizational skills are required.
· Understanding of professional business principles is required.
· Contract negotiation skills are preferred. Knowledge of MS Project and Visio is preferred.