Telecommunications Systems Manager

2 weeks ago

Lewisville, Texas, United States Caliber Collision Centers Full time
Service Center
Caliber Collision Centers

The Telecommunications Systems Manager is tasked with overseeing the administration, management, and support of the Caliber Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) telephony systems. This role serves a vast user base of approximately 12,000 individuals across multiple locations, including a substantial contact center and a remote workforce.

KEY RESPONSIBILITIES:
  • Act as the primary technical expert for the NiceCX contact center and 8x8 unified communications platforms, including various integrations and enhancements.
  • Oversee the management of service modifications for both contact center and unified communications systems.
  • Provide operational support, including the diagnosis and resolution of technical issues.
  • Collaborate with vendors of contact center and unified communications platforms to ensure the maintenance, support, and enhancement of Caliber's communication systems.
  • Work closely with client-facing teams to evaluate current and future telecommunication system requirements.
  • Coordinate technical assistance, maintenance, and repairs; actively resolve operational challenges while minimizing downtime and service disruptions.
  • Identify, recommend, and implement improvements and enhancements to the telephony systems, integrations, and service offerings.
  • Review expenditures related to telecommunication platforms and advise on cost-control strategies.
  • Identify opportunities for optimization in system configuration or use-cases and provide guidance accordingly.
  • Offer escalated support to end users and service desk personnel.
  • Ensure adherence to Change Management policies when implementing system changes.
  • Design, refine, and troubleshoot call routing configurations.
  • Create and maintain thorough documentation of telecommunication systems, configurations, and procedures.
  • Develop and configure dashboards for performance tracking.
  • Perform additional responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
  • Comprehensive understanding of UCaaS and CCaaS solutions, particularly the NiceCX platform. Familiarity with Unified Communications platforms (8x8, Livevox) is preferred.
  • Knowledge of Azure, Active Directory, and Identity management concepts.
  • Strong technical and analytical abilities to troubleshoot and resolve complex telecommunication challenges.
  • Excellent organizational and project management capabilities, with the ability to handle multiple projects concurrently.
  • Strong interpersonal and communication skills, facilitating effective collaboration with both technical and non-technical teams.
  • Ability to work autonomously and make informed decisions regarding telecommunication systems.
  • Proficiency in designing telecommunication workflows and call routing.
  • Advanced skills in data analysis and dashboard development.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
  • Bachelor's degree in information technology, Computer Science, Telecommunications, or a related discipline is preferred.
  • A minimum of 3-5 years of experience in telecommunication or network administration, specifically with CCaaS and UCaaS platforms.
  • Experience managing large-scale telecommunication systems across multiple sites.
  • Demonstrated success in enhancing telecommunication systems and reducing operational expenses.
CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:
  • Certifications in telecommunication systems or platforms, particularly Nice CX, are highly desirable.
  • Any relevant network or IT certifications, such as CCNA, CCNP, or CompTIA Network+, are advantageous.
PHYSICAL REQUIREMENTS:

This position requires minimal to moderate physical activity, including the handling of average-weight objects up to 15 pounds, occasional standing or walking, and frequent use of a keyboard or workstation.

WORK ENVIRONMENT:

The work environment is typically an office setting with minimal exposure to physical risks. Occasionally, there may be exposure to a shop environment with fumes, airborne particles, caustic chemicals, moderate noise, and temperature variations.

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