Director Telecommunications

AAA-The Auto Club Group • MI-Admin Office Building (AOB), MI

11d • Remote

About The Position

This position is responsible for strategic planning, engineering, implementing and support of the Club’s voice communication services and equipment, Contact Center services, Workforce Management infrastructure & support in order to ensure that business objectives are met in the most efficient and cost effective manner. This position will also be responsible for the managing business relationships with major service providers and carriers such as AT&T, Lumen, Verizon; as well as, technology suppliers including Genesys, Avaya, and NICE. In doing so this position will meet regularly with these key service providers and hold them accountable for operating costs, key operational deliverables, and strategic initiatives. This position will also be responsible for managing operational budgets and forecasts to ensure that targets are met as laid out in the budgeting cycle. This position initiates and/or assists in the identification of key strategies designed to minimize member interaction costs and improve member and agent experience. Works with all business units within the Club that including call centers and branch operations to determine needs and develop programs to support each business unit’s short and long term goals. Develops and implements a comprehensive corporate member interaction plan, audits and evaluates telecommunication systems efficiency and costs. Provides the on-going analysis and implementation of voice communication alternatives and technology enhancements to improve corporate functionality, reliability, user experience, and cost. Establishes standards for telecom service and ensures they are maintained by monitoring appropriate statistics and making recommendations regarding services used by business units and members. Directs, implements and maintains problem resolution and change management systems as they apply to telecommunications Develops and administrates telecommunications procedures, processes, training and development and best practices. Directs and develops Telecommunications staff and oversees the management of the central telecommunications function including work flow, staffing levels, skill development and alternative methods of providing telecommunications services.

Requirements

• Bachelors Degree in Information Systems or Technology field of study or the equivalent work experience.
• 8-10 years experience in the telecommunications industry
• 5-8 years experience managing service providers and technology suppliers
• 5 years experience of budget management
• 5-8 years of managing people, providing direction and delegation
• 5-8 years of experience leading transformational technology projects
• Communicating and working with VP level leadership
• Understanding of Public Switched Telephone Network and the products offered by service providers.
• Some experience in strategic planning
• Skill in budget planning and management
• Standard Office product skill set
• Knowledge of industry telecommunication solutions such as Avaya Telephony, Cisco Telephony and Genesys Telephony
• Working knowledge of Workforce Management applications
• Understanding of Legacy and VoIP telecommunication technology.
• Understanding of Toll Free provisioning and Line Number Portability procedures.
• Understanding of Cloud based telecommunication service offerings
• Understanding of IVR and self-service as it relates to the telecommunications services
• Can manage contractors, business partners and service providers

Nice To Haves

• Working knowledge and understanding of Avaya and Genesys PureConnect telecommunications technology
• Technical understanding of the GenesysCloud CCaaS solution

Responsibilities

• Strategic planning, engineering, implementing and support of the Club’s voice communication services and equipment, Contact Center services, Workforce Management infrastructure & support.
• Managing business relationships with major service providers and carriers such as AT&T, Lumen, Verizon; as well as, technology suppliers including Genesys, Avaya, and NICE.
• Meeting regularly with key service providers and holding them accountable for operating costs, key operational deliverables, and strategic initiatives.
• Managing operational budgets and forecasts to ensure that targets are met.
• Initiating and/or assisting in the identification of key strategies designed to minimize member interaction costs and improve member and agent experience.
• Working with all business units within the Club that including call centers and branch operations to determine needs and develop programs to support each business unit’s short and long term goals.
• Developing and implementing a comprehensive corporate member interaction plan.
• Auditing and evaluating telecommunication systems efficiency and costs.
• Providing the on-going analysis and implementation of voice communication alternatives and technology enhancements to improve corporate functionality, reliability, user experience, and cost.
• Establishing standards for telecom service and ensuring they are maintained by monitoring appropriate statistics and making recommendations regarding services used by business units and members.
• Directing, implementing and maintaining problem resolution and change management systems as they apply to telecommunications.
• Developing and administrating telecommunications procedures, processes, training and development and best practices.
• Directing and developing Telecommunications staff and overseeing the management of the central telecommunications function including work flow, staffing levels, skill development and alternative methods of providing telecommunications services.

Benefits

• A competitive annual salary between $150,230 - $175,000
• Medical, dental and vision benefits
• 401k Match
• Paid parental leave and adoption assistance
• Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance program, professional certification reimbursement program and other professional development opportunities
• AAA Membership Discounts, perks, and rewards and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Director