Enterprise Voice & Collaboration Lead

Hajoca Corporation

20h•Hybrid

About The Position

The Enterprise Voice & Collaboration Lead owns responsibility for Hajoca’s Telecommunications strategy, UCaaS architecture, external support teams, and vendor management in the areas of Telecommunications acquisition, billing, and support. Working in a manner that is more strategic in nature than tactical, this person works closely with IT Infrastructure Teams and Profit Center Managers to drive best-in-class user experiences across the organization in the areas of Telecommunications Services. Responsibilities also include managing vendor relationships between Hajoca and the external partners used for acquisition, deployment and support of Webex and mobile services and devices and acting as a liaison between our TEM provider and Accounts Payable team.

Requirements

5+ years of related work experience.
Bachelor's degree or equivalent work experience.
Direct experience with administration of Webex Contact Center, Webex Customer Assist
Experience with AI NLP/NLU agents
Experience with Webex reporting
Working knowledge of WAN, Cellular, and Broadband technologies.
Working knowledge of PBX and phone technologies.

Nice To Haves

Have experience with Word, Excel, and Outlook.
Be able to understand business requirements and design/build a call flow that optimizes multiple technologies for the benefit of the business.
Have excellent customer service and vendor management skills.
Be able to work well individually and in a team environment with little or no supervision.
Be detail oriented with strong organizational, time, and stress management skills.
Possess strong analytical, problem solving and leadership skills.
Be able to handle multiple projects and to manage many programs at one time.
Possess excellent interpersonal and presentation skills and the ability to present to Senior Management.
Be a proven self-starter with demonstrated ability to make decisions.
Lead and inspire all teammates involved in a project to do their best work.
Demonstrate excellent oral and written communication skills.
Have an intellectual curiosity and strong initiative to learn and apply technology solutions.
Experience in a wholesale distribution business, a plus.

Responsibilities

Work with Cisco and vendor to implement Webex Contact Center and Webex Customer assist across the company, including AI agent and AI Assistant.
Maintain an understanding of business requirements at each profit center and design call-flows that allow technology to optimize their customer service.
Work to integrate existing technology with new best-in-class solutions.
Manage, develop, support and build relationships with carrier vendors. Act as a liaison. Ensure vendors understand the standards and guidelines of the business. Schedule and facilitate conference calls as needed.
Work to develop support documentation for first level (internal) and 2nd level (external) support personnel.
Serve as the final escalation point for support, disputes, design, and execution of service delivery.
Coordinate and manage the relationship with an external agency to facilitate audit functionality, ensuring PCMs are properly charged.
Manage the relationship with the company that tracks all documented disputes, issued credits, and invoice related transactions until resolution.
Provide administrative support for telecommunications solutions within Profit Center environments. Upgrade services as required. Facilitate and escalate issues between Profit Center Managers, project managers and the telecom carriers that include the placement and removal of conduit and lines.
Provide invoicing, technical, and analytical guidance to relevant stakeholders including any third-party vendors.
Assist with vendor agreements, MSA’s, and contracts as required. Maintain responsibility for coordinating contract renewals.
Exercise discretion and independent judgement with respect to telecommunications account management.
Oversee mobile billing, device acquisition, and mobile support. Though we are currently working to outsource these responsibilities, this role will maintain oversight of the related vendor relationship and retain responsibility for the related quality of service delivery.
Partner with external vendors to ensure support, quality of service, and delivery.
Work with the Customer Service Improvement team by delivering calling reports, analyzing call metrics and implementing solutions that improve customer service.
Stay apprised of the UCaaS landscape and AI functionality to drive innovation, productivity, and customer service at Hajoca.
Successfully complete required safety and compliance training programs as assigned.
Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

Benefits

Medical, dental, vision, and prescription coverage
Accident, Hospital Indemnity, and critical care coverage
Life insurance and Long Term Disability
Pre-tax accounts for healthcare, dependent care, and commuter benefits
Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law)
Paid pregnancy and parental leave
Paid day of community service
401(k)
Retirement cash account with company contributions
Targeted training programs focused on your personal and professional growth
Company wellness program
Employee discounts
College tuition benefits