Manager, Vendor Administration
About The Position
The purpose of the Carrier Operations Engineer is to provide technical evaluation as well as onboarding of services with potential or existing Telephony Carriers. The Manager of Vendor Administration should maintain technical knowledge of both Networking and apply that knowledge in interconnecting a carrier to the Zoom Telephony Platform. Engineering operations are the driving force behind the seamless functionality and continuous innovation that define the platform's unparalleled user experience. The team manages the infrastructure that runs ZoomPhone, Zoom Contact Center, Zoom Virtual Agent and Zoom Workforce management. By employing robust operational strategies, they guarantee the stability and security of Zoom's infrastructure, allowing millions of users worldwide to connect effortlessly.
Requirements
- Obtain a bachelors and/or 10+ years experience within the telecommunication industry with direct experience managing global carriers.
- Exhibit the ability to lead and manage vendor escalations, through resolution.
- Demonstrate experience with carrier relations management, fostering solid business relationships with commercial and technical account teams.
- Establish and maintain effective working relationships with internal teams to ensure business objectives and priorities are successfully supported, communicated, and executed within the organization.
- Possess working knowledge on global telecom technology including circuit procurement, provisioning of telecom services. This includes LAN/WAN services, excellent knowledge of peering and eyeball footprint and PSTN services, including DID, TF, national and local toll rates.
- Champion managing a diverse team, remote employees - lead, develop and foster an open collaboration environment.
- Ensure organizational, problem-solving, and time management skills; ability to work in a high-stress, complex and shifting environment.
- A successful manager must be able to work in multiple levels, MUST be solid in critical thinking and problem-solving.
- Sound interpersonal communications skills including a proven ability to listen and understand customers, as well as the ability to working in a team environment.
- Support working with G Suite, NetSuite, PowerPoint, Visio, and Asana.
Responsibilities
- Developing, supporting, and managing the carrier operations team (of broad roles: account managers, business analysts, provisioners, carrier engineers).
- Establishing and maintaining working relationships with global carrier and colocation vendors (developing relationships with commercial and technical account teams).
- Defining and supporting an operations framework that enables the carrier focused team to be successful in supporting Zoom internal stakeholders and service owners.
- Establishing operations documentation: carrier operations run book, carrier operations standard operating procedures, escalation framework, SLA, etc.
- Participating in and support carrier onboarding evaluations.
- Assist the Carrier Prospect & Procurement team in processing NDAs, MSA's and MOU's, and help onboard new carriers onto the corporate financial system.
- Collaborating with the Zoom Procurement team to develop frameworks for telco procurement process, rates negotiation, monthly operations reviews, QBR, etc.
- Assisting Operations Cost Analytic team when necessary to perform month-end, quarter-end, and yearly closing of telecom expenditure.
- Leading carrier escalation (business and technical) support.
- Developing business alignment with Finance FP&A, Procurement, Operations Cost Analytics, and Data Center Operations teams to build financial and forecasting models.
- Create a service roadmap that supports business growth and identifies cost-reduction opportunities for Zoom
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What This Job Offers
Job Type
Full-time
Career Level
Manager
