Jul 31, 2018Full time
PeerSource is currently recruiting for a Director of IT Telecom on a Direct Hire basis for our client in Greenwood Village, CO. Summary This person leads an enterprise team of professionals responsible for designing and supporting telecom systems and contact center solutions. Directs a team of technology professionals to build scalable, resilient, and value adding technology systems. Works with other IT groups to install, maintain, and manage the telecom systems as a component of the overall infrastructure. Participates fully in the establishment of the IT vision and strategies to implement the approved vision and drive business growth. Responsibilities Manage the telecommunications engineering team. This includes hiring, training, staff development, performance management and annual performance appraisals. Directs and coordinates resources to support the day-to-day administration, installation, upgrade and migration of telecommunication systems and contact center solutions. Develops and directs the skill sets needed to continue to provide high-quality support business units with telecommunications and contact center solutions. Directs a team of engineers responsible for the design of highly scalable, highly available telecommunications solutions to meet business and clinical requirements. Works with business owners to develop performance reporting solutions to assist in the effective management of contact center operations and customer and patient facing applications. Supports the negotiation of new purchases and maintenance agreements with vendors to assure maximum leverage of enterprise buying power. Develops, with IT leadership, strategic enterprise wide plans for policies, practices, and technology enhancements consistent with business requirements and IT resources. Provides leadership and guidance to group-level telecommunication leaders and employees to collaboratively assist those teams in building successful telecommunications solutions and programs. Mentors employees, conduct performance evaluations, counsel and provide disciplinary actions to assigned personnel, and works to facilitate individual and team development that drives positive results. Partner with various members of the organization including Director of Network Engineering, Director of Server Engineering, business analysts, project managers, call center managers, line of business leaders, and other members of management and staff. Required Skills 10+ years of experience managing telecommunications and contact center solutions in a customer facing, high availability environment. 5+ years of experience managing nationwide telecommunication engineers and staff. 5+ years of experience managing Avaya, Cisco telephony solutions 3+ years of experience with NICE call recording or comparable solutions (e.g., Calabrio, Oaisys) Detailed knowledge of a variety of telecommunication platforms and architectures. Detailed knowledge of contact center operations, performance measurement, and reporting. Knowledge of pro-forma development and budget development/tracking required – Financial acumen. High level of expertise in commonly used concepts, practices and policies within the telecommunications field. 4-year degree in computer science or related field is required.