Contact Center Operations Manager

Orlando, Florida

Post Date: 08/23/2017 Job ID: 24821 Industry: Other Area(s)

  • Manages the Contact Center Telephony operations team responsible for the daily telephony operations.  Establish team and individual goals and objectives to ensure team is capable of meeting the needs of the businesses we support, prepared to support new technologies, and to develop personally and professionally within their current roles while preparing them for growth opportunities.   Assist in the development of departmental and project budgets including expense, capital, and resource forecasts.
  • Manage multiple vendor relationships to identify opportunities, maintain services and implement improvements, insuring service level requirements, and to keep informed of new technologies or offerings. Recommend, negotiate, and purchase Contact Center Telephony products and services to meet business requirements, service level agreements, department needs, and project budgets. 
  • Develop, implement and maintain policies and procedures for troubleshooting, repairing and maintaining Contact Center Telephony products and services and oversees research, evaluation and implementation of new technologies.  Develop operational policies and practices to maximize uptime and to ensure compliance with company and external compliance activities such as PCI, SOX, and do not call. 
  • Be accessible 24x7 to support the Contact Center Telephony Engineering team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.



  • Bachelor’ s degree in Engineering, Computer Science or similar field and/or equivalent related work experience of at least 7+ years.

  • Cisco or Avaya certification recommended but not required.

Technical Skills: 
  • Cisco technical expertise of Voice and Contact Center Infrastructure and Applications
  • Avaya technical expertise of Voice and Contact Center Infrastructure and Applications
  • Knowledge of Contact Center Call recording and analytics applications
  • Knowledge of Multi-Site configuration and hybrid of enterprise IP and TDM environments.
  • Demonstrated ability to perform complex problem isolation within Contact Center and Voice environments.

Job Experience: 
  • At least 2 years’ operational managerial experience in a fast paced multi location company.
  • Experience managing remote teams is preferred.
  • At least 7+ years or more experience as a Telecommunications Engineer or Analyst with a strong Cisco or Avaya Unified Communications background is preferred.
  • This position will require technical leadership, incident management, and design and deployment experience.
  • Able to Achieve win-win outcomes; strong communication and organizational skills with an acute attention to detail; ability to manage multiple projects; efficient, organized, detail-oriented, good analytical, follow-through and decision making skills. 
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