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Director of Telecommunications Services

2 months ago

Fort Mill, South Carolina, United States Optomi Full time
Job Summary

Optomi is seeking a seasoned professional to lead the development, engineering, and management of telephony solutions. As a key leader in the Network & Communications team within Technology, you will collaborate with infrastructure engineering, product delivery teams, enterprise architecture, and various business units.

Key Responsibilities
  • Direct and manage a national and offshore Telephony Services team, including after-hours support.
  • Lead and oversee the onboarding process for new team members.
  • Plan and execute the deployment of enterprise telephony solutions using both on-premises and cloud platforms.
  • Develop and implement a strategic roadmap for transitioning from legacy on-premises systems to modern cloud-based platforms.
  • Provide leadership and foster the development of cloud telephony engineering skills.
  • Establish and monitor telephony metrics and KPIs to ensure effective cybersecurity measures.
  • Continuously assess and integrate industry-leading telephony solutions to enhance security.
  • Monitor and report on service levels and key performance indicators.
  • Oversee incident and service request approvals, metrics, and escalation processes.
  • Build and maintain strategic relationships with key partners across call centers and branch operations.
Requirements
  • Minimum of 10 years of technology experience, with at least 5 years in a leadership role managing telephony services teams.
  • Experience with telephony service platforms such as Avaya, Alvaria/Noble, NICE, Five9, LiveVOX, RingCentral, or Amazon Connect.
  • Proficiency in managing CCaaS and UCaaS platforms.
  • Strong background in strategic planning, forecasting, and migrating from on-premises solutions to cloud-based platforms.
  • Proven leadership and people management skills.
  • Excellent presentation, facilitation, and interpersonal skills.
  • Experience in developing telephony standards, policies, and procedures.
  • Strong verbal and written communication abilities.
  • Effective collaboration with IT and business teams.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Demonstrated capability to build trust with partners and influence senior management.
  • Strong multitasking skills and ability to manage multiple priorities.
  • Knowledge of IT processes (e.g., ITIL) including incident, problem, defect, change, and release management.
  • Experience in the financial sector is preferred.
  • Highly organized, results-driven, and detail-oriented.
Education & Certifications
  • Bachelor's degree in Management Information Systems, Computer Science, Engineering, or a related IT field, or 15+ years of relevant experience.