Network Manager

The CCS Companies • Portsmouth, NH

4d • Onsite

About The Position

The Network Manager is responsible for managing, monitoring and maintaining datacenter and telecom systems to ensure continuous operation for all CCS call centers in Norwood, Portsmouth, Salem and Santo Domingo. This role oversees all call center telecom and networking needs for 400+ blended agents and mixed technologies including VPNs, SIP/VOIP, network hardware/software, switches, routers, and firewalls. The manager will also manage telecom carriers, PBX and other vendors, solicit quotes and proposals from vendors, proactively monitor all systems, manage the corporate wireless account, and work closely with CIO, ISSM, Network Engineer, Dialer Team manager, and Telecom Admin. Additionally, they will manage maintenance accounts for Data Center equipment and oversee Avaya elite agent routing, MAC work, AAM administration, trunk programming, and integration with IVRs, Dialers, and other platforms.

Requirements

• 15+ years of experience working in a large call center environment
• Solid working knowledge of Cisco, and Juniper switches, routers and firewalls.
• Extensive networking experience with SIP/VOIP, network hardware/software, VPN, LAN/WAN, SIP, as well as, session border controller knowledge.
• Datacenter management experience including power, cooling, fire suppression and structured cabling required.
• Excellent customer service, positive attitude and vendor management experience required.
• Must be able to learn new technologies to ensure organization stays up to date with.
• Must have reliable transportation to be able to travel to all 3 of our New England offices.
• Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change.
• Strong organizational and troubleshooting ability
• Ability to maintain a predictable and consistent full-time work schedule.
• High School diploma is required.

Nice To Haves

• Bachelor’s Degree in Information Technology or related discipline is preferred, or commensurate experience.

Responsibilities

• Managing, monitoring and maintaining datacenter and telecom systems.
• Overseeing all call center telecom and networking needs for 400+ blended agents and mixed technologies including VPNs, SIP/VOIP, network hardware/software, switches, routers, and firewalls.
• Managing telecom carriers, PBX and other vendors ensuring all systems are up to date and are the appropriate technology for IT road map.
• Soliciting quotes and proposals from competing vendors to ensure technology is best in class and fiscally fit for the organizations.
• Proactively monitoring all systems ensuring call center is functioning as designed and is on call 24x7 for any emergencies or maintenance as they arise.
• Managing corporate wireless account, control costs for all networking and telephony including monthly checks of billing and account accuracy.
• Working closely with CIO, ISSM, Network Engineer, Dialer Team manager, and Telecom Admin to ensure all platforms are operating as designed.
• Managing maintenance accounts for Data Center equipment, switches, firewalls, and routers and ensures regular PMs are performed as required.
• Overseeing Avaya elite agent routing, MAC work, AAM administration as well as all trunk programming and integration with IVRs, Dialers, and other platforms such as AES administration.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED