Job Details

Avaya VOIP Telecommunications Manager

Request Technology - Anthony Honquest
Northbrook, Illinois, United States

Avaya VOIP Telecommunications Manager
$120-130K +Bonus
Charlotte, NC or Northbrook, IL.

Prestigious Fortune 500 Company is in need of a Manager of Telecommunications Technology with strong Avaya experience. Individual is responsible for providing leadership to the organization by managing and maintaining the Telecom and IVR environments, processes, and resources. The Manager plans, directs, designs, and executes all Infrastructure activities related to the Business support and management that are of a complex and critical nature. The Manager will lead, counsel, motivate, and set expectations across multiple the technology and business unit teams. Additionally they confer with and advise direct reports on administrative policies and procedures, risks, issues, problem resolution, sourcing decisions, budget and priorities. This person also assists in defining, implementing and prioritizing Telecommunications management policies, procedures, and best practices. The Manager impacts team and business results.


Infrastructure and Operations Management

Drive vision and implementation in support of the Telecommunications infrastructure and drives proactive partnership with telecom architecture, infrastructure telecom owners, and multiple application teams.

Coordinates and supports the telecommunications life cycle management for all captive and 3rd party assistance centers and technology that includes IVR, Avaya, Verint, BSR, and diverse set of supporting technologies.

Provides leadership and management of the Telecommunication's supporting resources and processes.

General Management & Decision Making

Develops and executes department telecommunications strategies including team objectives, plans and policies to manage and support a diverse set of 3rd party assistance centers and technology that supports the business processes and teams. Drives partnership and management of Telecommunication's strategy in alignment with the larger enterprise telecommunications direction and strategy. Communicates telecommunications management strategy and efforts to the technology and business teams so they understand their role in achieving the established goals.

Manages and provides coaching/oversight for the day to day work efforts of the Telecommunications team and IT employees by monitoring budgets, expenses, and facilitates the overall telecom management activities for medium to complex systems of critical importance.

Works closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective telecommunications solutions for all aspects of the organization. Makes decisions that have an impact on availability, stability, quality or effectiveness of business activities beyond their immediate team.

Manages the telecommunications strategy, roadmaps and ongoing support for a large suite of business supporting applications. Initiates and implements continuous improvements in all areas of the telecommunications responsibility.

Anticipates issues and develops preventive measures.

Analyzes long-term impact of new or anticipated strategies and contributes to the business and functional strategy.

Business Partner Management

Influences direct reports, clients, service providers, and peers to successfully deliver on our business commitments and to ensure proactive management and monitoring of the infrastructure.

Partners with others in their organization to set and manage expectations; continually seeks opportunities to be a thought partner and increase internal business partner satisfaction and deepen relationships.

Negotiates solutions for issues that may be complex in nature.

Adapts communication approach for audiences at multiple internal and external levels

People Management

Builds long-term relationships within team and amongst peers by creating an environment of safety and innovation
Models and creates an environment of accountability for direct reports and peers
Executes HR-related processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedback.
Leads employees and influences peers through change by using one's self as an example.


Bachelor's degree or equivalent work experience

Experience - 5+ years of people and Infrastructure leadership or equivalent experience leading a team or working in a team oriented collaborative environment.

Direct experience with the design, implementation, and ongoing maintenance of physical/Virtual WebSphere, Linux, and Oracle Test and Production Environments
Experience with 3rd party software implementation and management
Desktop support and management experience

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