HomeServe USA

  • Manager IT Telecommunications

    Job Locations US-PA-Canonsburg
    Job ID
    2019-3091
    Category
    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!

    Responsibilities

    Position Overview:

    The Telecommunications Manager reports into the Director, Telecommunications and is responsible for managing a team focused on project delivery and support of Cisco Voice technology, including Cisco Unified Call Center Platforms.

     

    Detailed Responsibilities:

    • Manages a team focused on project delivery and support of Cisco Voice technology, including Cisco Unified Call Center Platforms
    • Responsible for the management and technical operations of the company voice and contact center platforms, including UCCE, UCM, IP-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 installing in-house telephone switching systems versus common carriers
    • Evaluation and installation of all new and upgraded voice/wire systems
    • Oversees the team for installation and repair of voice equipment
    • Negotiates contracts with vendors, monitors cost effectiveness and performance of vendors to negotiated SLA’s
    • Develops long-range plans for telecommunications systems, including technology upgrades and adding new products where appropriate to meet business demands
    • Communicates status of telecommunications projects to senior management
    • Experience managing vendors for deliverables and services
    • 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

     

     

    Qualifications

     

     

    Job Requirements:

    • 4-year degree in the field of computer science, engineering or information systems or equivalent experience
    • 4+ years of experience in a Management capacity at a large Cisco VOIP and Cisco Call Center environment
    • 4+ years of experience leading a group of Voice engineers achieving excellent business results
    • 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
    • Certified in ITIL Foundations
    • Excellent communication skills, strong overall people management skills

     

     

     

    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 equal opportunity employer.

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