Telephony Program Manager

4 weeks ago


Palo Alto, California, United States Ascend Full time
Job Title: Telephony Program Manager

At Ascend Talent Solutions, we are seeking a highly skilled Telephony Program Manager to lead our telephony improvement programs. The ideal candidate will possess strong knowledge of call center technologies, including Cisco UCCE and system integrations with Electronic Medical Record (EMR) systems.

Key Responsibilities:
  • Act as a subject matter expert (SME) and program coordinator on all telephony-related issues, collaborating with cross-functional teams to deliver exceptional customer experiences.
  • Manage vendors and IT teams required for planning, design, and execution of telephony projects.
  • Provide program leadership for assigned telephony program improvement efforts, defining project scope, goals, and deliverables that support business objectives.
  • Develop new programs to support the strategic direction of the department, driving phone number presentation and consistency across our digital footprint.
  • Manage telephony program design and structure to align with organizational key initiatives and projects, developing strategic input for the Leadership team.
  • Act as a single point of contact for all SHC phone number and feature function requests.
  • Manage project execution and control, defining infrastructure project scope and objectives, developing detailed work plans, and conducting project meetings.
  • Inventory, catalog, and map all contact numbers and related call flows across facilities and properties.
  • Meet with stakeholders to ensure communication is easy and transparent regarding program issues and decisions.
  • Provide technical and analytical leadership, recommending and taking action to direct the analysis and solution of complex problems.
Requirements:
  • Two to three years of progressively responsible and directly related work experience in Telephony (e.g., Cisco, Avaya, etc.).
  • Formal training and certification in the system development life cycle and project management is preferred.
  • Hands-on experience with implementing Telecom/Telephony infrastructure and/or contact center projects.
  • Cisco Certifications for Telephony service installation, operations, and troubleshooting is a plus.
Benefits:
  • PTO, PST, Medical, Dental, and Vision.

Compensation: $85K-90K/yrly



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