Manager, Voice Services

About this opportunity:

The Manager, Voice Services is responsible for overall voice system management for the enterprise operating within IT Network and Telecommunications Services. This role is responsible for delivery of voice systems for stores, corporate & regional offices. In addition, this position is responsible for project management for large initiatives, hardware and software maintenance renewals and budget, training and consultation, and recommendations for development of resources. Supervising a team of Information Technology Services (ITS) professionals and support staff; develops policies, programs and procedures as they relate to voice technologies; ensures compliance with enterprise policies, procedures, standards and goals.

Onsite location: Enon, Ohio or Irving, Texas

Responsibilities:

Lead Telecom/Voice team in analysis of store applications to deliver architecture, management, and support capabilities

Oversee the development, implementation, and optimization of voice-related technologies

Stay abreast of advancements in voice recognition systems and related technologies

Lead voice-related projects from conceptualization to execution, ensuring seamless integration with existing systems

Collaborate with cross-functional teams, including developers, designers, and product managers, to achieve project objectives

Ensure high-quality voice recognition systems, addressing issues related to accuracy, responsiveness, and user experience

Understands retail operations being supported; works with the business areas for preparation of business plans, strategic direction, and resolution of retail issues

Develops specifications for new systems and/or enhancements to existing systems

Proposes changes in operations and/or established systems to enhance controls or improve efficiencies through better use of technology

Keeps abreast of the latest technology and trends within the IT industry and within the business units being supported

Develop and maintain an End-of-Life roadmap for all retail hardware and software supported, organize upgrade strategies, and execute on the plan for over 20,000 endpoints

Responsible for evaluating and implementing enterprise solutions for global corporate and retail locations

Implement and monitor quality assurance processes to maintain optimal system performance

Other duties as assigned.

Requirements and Experience:

Strong diagnostic and critical thinking skills

Active listening and analysis to identify issues or problems

Research and creativity to identify a solution to the issue or problem

Ability to communicate resolutions in a simple, easy to understand manner

Must be able to clearly communicate instructions and current tasks

Must be able to describe technical items to non-technical users

Ability to help a team member or customer real-time while performing other tasks

Passionate about customer support and leadership

Attention to detail – good organizational and time management skills

Experience with Twilio, 3CLogic, and other UCaaS systems

Experience supporting Contact Centers with excess of 1000 users

University degree in Information Technology or related field preferred

3+ years professional IT management experience

5+ years of experience working with telecommunications/voice technologies like VoIP, Contact Center solutions call routing and scripting, MPLS, mobile and wireline internet services.