HomeServe USA

  • Director of IT Telecommunications

    Job Locations US-TN-Chattanooga
    Job ID
    Information Technology
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!


    The Director of IT Telecommunications primary responsibility is to oversee the Telecommunications team and related servers, and services, as well as the network team and related devices and services.  Making sure the teams work and goals align with the business objectives of the organization and delivering a high level of services.  This position requires a solid understating of support, infrastructure architecture, engineering, network and telecommunications providing direction and support for the day to day functions and projects that enhance mission critical business operations.


    The Director of IT Telecommunications requires experience in understanding and managing financials, as they will be responsible for a fixed and capital budget in the telecommunications and network areas.  Excellent verbal and written communications and an understanding of cultural differences across the world is a key requirement as they will have scope for working on a regular basis with business functions across Europe and the USA.








    • Manages a team focused on project delivery and support of Cisco Voice technology, including Cisco Unified Call Center Platforms
    • Manages a team focused on project delivery and support of Cisco network technologies, firewalls, routers, switches, SIP Gateways, Wireless
    • Responsible for the management and technical operations of the company voice and contact center platforms, including UCCE, UCM, IP-IVR, CVP_IVR, Call Recording technologies (i.e. Calabrio)
    • Respond quickly and efficiently to production issues and takes responsibility for seeing those issues through to resolution
    • Review and manage costs/benefits of telephone switching systems, carriers, and vendors in the telecommunications and network areas.
    • Negotiates short term and long term contracts with vendors, monitors cost effectiveness and performance of vendors to negotiated SLA’s
    • Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies as it relates to company initiatives that impact the telecommunications and networking areas.
    • Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements in the telecommunications and networking areas.
    • Facilitates knowledge sharing by creating and maintaining detailed, comprehensive documentation and diagrams
    • Mentors junior members of the team
    • Maintains expert level knowledge by staying current with certifications, attending seminars or through other related activities
    • Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
    • Develop and review budgets for and from IT department divisions and ensure they comply with stated goals, guidelines, and objectives as it relates to telecommunications and network teams.
    • Work with IT teams on Disaster recovery in the area of telecommunications and network teams, ensuring the IT department meets the required RTO’s and RPO’s as set by the business.




    • University degree in the field of computer science, engineering or information systems
    • A minimum of 15 years of strong technical IT infrastructure/systems experience
    • Experience working in data center environments
    • 4+ years of experience in a Management capacity at a large Cisco VOIP and Cisco Call Center environment
    • 4+ years of experience implementing Cisco voice technologies, including the design and installation of Cisco VoIP networks, UCCE, UCM and Unity VM systems.
    • Cisco voice certifications a plus
    • 4+ years of experience in a Management capacity of networking team and equipment such as but not limited to switches, routers, firewalls, WiFi devices, etc…
    • Exceptional customer service skills, in addition to extensive experience working in a team-oriented, collaborative environment
    • Knowledge of business theory, business processes, management, budgeting, and business office operations.
    • Excellent written and verbal communication skills with the ability to effectively interact with all IT Infrastructure and Security groups
    • Ability to effectively prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
    • Understanding and application of ITIL principles and practices, and how they relate to the goals and objectives of the organization
    • In-depth knowledge of applicable laws and regulations as they relate to IT.
    • Continually update and maintain, where necessary, all related documentation, technical or otherwise, for new and existing systems. This is to include inventory, change control, or process functionality documentation.


    Desired Skills:

    • Certification in ITIL
    • Strong technical skills in an enterprise environment. Covering network, telecommunications and servers


    In return we offer

    • Competitive compensation
    • Career development and advancement opportunities
    • Business-casual attire throughout the week
    • Friendly, open and team oriented work atmosphere
    • Excellent benefits including generous medical, vision, dental and life & disability insurance
    • 401(k) plan with a company match


    HomeServe USA is an affirmative action / equal opportunity employer.


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