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Sr Mgr, Call Center Technology at Spectrum

Posted in Other 30+ days ago.

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Type: Full Time
Location: Charlotte, North Carolina





Job Description:

JOB SUMMARY

Responsible for the design, development and advanced support of reliable, scalable and effective, telephony solutions servicing customer operations (call centers). Customer Telephony solutions may include applications such as (but not limited to)

Avaya Communication Managers (PBX)
Avaya Call Management systems
Avaya Interaction Center (Call Routing)
Avaya Experience Portal (IVR)
Avaya Call Center Agent Elite
CTI

MAJOR DUTIES AND RESPONSIBILITIES
Manages advanced troubleshooting process to resolve complex telephony (call centers) related outages. Collaborates with all available internal and external resources for prompt resolution.

Oversees the trouble shooting efforts during major customer operations telephony application outages.

Manages and oversees telephony application (call centers) design and development to ensure a stable and efficient platform.

Documents and ensures telephony systems standards are in compliance

Provides Sr. level management with recommendations on advanced telephony application (call centers) technologies and protocols.

Supports and manages software and hardware upgrades of telephony applications

Works with various internal teams and external team like Enterprise Network Services, Advanced Engineering, Voice Engineering, Data Center Teams, IT SOC, Avaya, etc to perform job functions

Develops and trains team members of the telephony Advanced call routing team
Support customer care centers in rollout, maintenance and enhancement of all Telecom related items.
Performs other duties as requested by supervisor.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to analyze and interpret data
Ability to communicate effectively with Sr. Management, Trading Partners, etc.
Ability to engineer telecommunication carrier networks and various telecom applications in the portfolio
Ability to negotiate effectively
Ability to prepare budgets and scopes of work
Ability to prioritize and organize effectively
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work well internally and externally with people from different disciplines and varying degrees of technical and business experience
Broad knowledge circuit switching architectures and technology (e.g., SS7 signaling, dial plans, trunking, etc.)
Broad knowledge of PSTN (public switched telephone network) telephone industry practices, including Broad knowledge of Bellcore standards (GR-317, GR394, GR909, etc.)
Broad knowledge of telephone products and services
Broad knowledge of the PBX,SBC, Media Gateways and Telephony technology and architecture
Ability to provide professional leadership under stressful conditions

Education
Bachelor s degree in Engineering or related field or equivalent work experience

Related Work Experience Number of Years
Call Center telephony application s design and development 8
TDM, SIP, VoiP technology experience 5 Management experience 3

PREFERRED QUALIFICATIONS
Skills /Abilities and Knowledge
Knowledge of Avaya (preferred), Genesys and Cisco PBX/Routing products and services
Knowledge of Verint and Nice

WORKING CONDITIONS
Office Environment
Occasional travel as required
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.