VP, IT Network and Voice Technology

VyStar Credit Union•Jacksonville, FL

12d

About The Position

Under the direction of the Chief Technology Officer, the Vice President of IT Network and Voice Technology is responsible for the analysis, design, planning, implementation, and maintenance of all facets of the infrastructure network and voice technology team at VyStar including data network infrastructure, voice and telecom infrastructure, audio/video infrastructure, and related services. The Vice President of IT Network and Voice Technology plans, lead and coordinate, and directs all daily operational activities of these teams and provides direction and solutions that enhance mission-critical services to enable data center, branch, ATM, contact center, and online and mobile banking delivery channels ensuring world-class financial services to our members. You will work with the CTO, members of the IT Senior Leadership Team, and other key technology and business decision-makers in identifying and implementing cost-effective technology solutions for all aspects of the business. This position provides the strategy, leadership, and day-to-day management of the managers and staff of the data network team, voice/telecom team, and A/V infrastructure teams with ultimate responsibility for identifying and designing related current and future technical solutions which keep VyStar products and services in use 24/7/365. This role requires a mixture of broad technical knowledge, project management experience, strong analytic skills, a strategic vision to transform and drive innovative solutions, business partnership, and a track record of delivering results. Qualified candidates will have strong technical leadership and storytelling skills to build rapport with technology and business partners.

Requirements

Experience building, scaling & monitoring network and voice technology infrastructure needed for highly available SaaS, IaaS, and data center-based applications and services.
Should be familiar with Cloud infrastructure & network connectivity specifically Cisco network architectures including ACI software-defined networking and SD-WAN.
Must have experience with Genesys cloud-based voice/telecom systems.
Must have experience with enterprise contact center enablement and support technologies.
Must have experience supporting large enterprise Audio / Video implementations including conference room automation, video conferencing, content sharing, and content delivery systems.
Familiarity with enterprise-class security standards
Strong Leadership and team-building skills
Strong negotiation skills with business and technical groups including the ability to share knowledge, facilitate discussions, resolve conflicts and build consensus among stakeholders.
Extremely accomplished in communicating to all levels of management with the presentation skills necessary to communicate, and persuade, a wide range of audiences.
Superior analytical and critical thinking skills.
Excellent verbal and written communication skills.
Superb project management and organization skills.
Bachelor’s degree in Engineering, Computer Science, or a related discipline
10+ years of progressive IT leadership experience

Nice To Haves

Financial services experience is highly desired.
Master’s degree or MBA is highly desirable; equivalent experience acceptable.

Responsibilities

Works in close collaboration with VyStar leadership and senior colleagues, establishing and maintaining network and voice technology infrastructure strategy and path that aligns with industry-wide best practices.
Have deep technology understanding in network and voice technology space and should be able to roll-up sleeves and get into the details and problem solving.
Have deep understanding and experience with Genesys Cloud (CCaaS Platform) and implementation experience with Genesys Cloud to transform contact center experience.
Have deep understanding and experience with Zoom UCaaS Platform and roll-out experience for both CCaaS and UCaaS.
Have a transformative and progressive mindset to lead and drive AI enhancements in the role for both Network and Voice Technology.
Look for transformative and innovative solutions for network and voice technology space.
Ensures that systems within the department are fully compliant with defined security standards and other quality benchmarks that may be relevant via security architecture and procedures.
Drive vulnerability management to address any security gaps and remediation in their space.
Establishes and periodically reviews the processes and metrics for defining performance and ensuring it remains at optimal levels. Drives accountability through data and metrics.
Creates and drives the vision, mission, and purpose for your teams, signing off on the KPIs necessary to meet the needs of the business, and developing and executing strategic plans to achieve delivery. Ensures appropriate stakeholder engagement.
Facilitates the development of the accountability action chain, establishing continuous improvement opportunities and projects to enhance the service to business customers and members.
Creates and implements IT policies and procedures that enable strong security and risk-management capabilities within the area of responsibility.
Explores new technologies and software as appropriate and in conjunction with the vision of the CTO, and guidance from the VP of Enterprise Architecture.
Oversee the design and implementation of the ongoing support of the data and voice/telecom and AV infrastructure within VyStar; including branch-based AV and content delivery system infrastructure. Provides recommendations and implementation of new investments.
Ensures the consistency and maintainability of existing infrastructure environments through the creation, maintenance, and enforcement of well-documented standards and procedures for the implementation of technical solutions.
Partners closely with the technical support team in gathering consumer feedback and developing insights that will lead to the improvement of IT services.
Constantly review and assess the effectiveness of the existing network, voice, and AV infrastructure, and processes developed by the department. Analyze complex business requirements and make recommendations to the CTO for technical solutions, ensuring that these solutions are aligned with the overall business vision, mission, and direction.
Improves efficiency and level-sets coverage/resources to ensure service availability and support that meets service level agreements. Ensure vital services are optimized and always on
Establish operational and capital budgets to address the needs of various areas of the department. Managed and adheres to the overall financial objectives of the business and tracks the annual departmental expenditure and directs the department’s financial needs in conjunction with Finance.
Ensures the team is engaged in both the team and wider company strategy, goals, and purpose, through regular communication and meetings/events, driving a team communication strategy so messages are appropriately channeled, and employees are engaged positively and appropriately.
Builds a team culture and atmosphere that embraces change and is looking for continuous improvements. Manages team performance, agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation, and enabling recognition.
Enables the development of individual team members, delivering training opportunities, coaching, and guidance as needed to enable them to achieve their full potential. Is a thought partner and sounding board for the CTO, and other senior technical leaders, advising on company strategy, projects, and goals, as and when needed, helping to prioritize competing demands.
Provides oversight and ownership of the entire network and voice infrastructure ensuring proper configuration, implementation, maintenance, and monitoring of availability so services meet or exceed service level agreements. Coordinates the resolution of operational issues, provides leadership on exceptional problems, and guidance to staff in responding to system issues affecting credit union members and staff.
Negotiates technology contracts in conjunction with the contract managers to coordinate implementation, service contracts, and equipment acquisitions. Manages vendor relationships to achieve efficiency and success of the operations and quality of the products and services at an optimum cost to VyStar.
Accountable for delivering VyStar’s portfolio of infrastructure defendant projects which include large, complex, cross-functional strategic and/or tactical initiatives, within the defined scope, time, and cost requirements. Build relationships and collaborates with other department and business unit leaders regularly. Resolves outstanding issues to ensure satisfaction of stakeholders.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
Performs other duties as assigned. Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job: Focus - Focus your full attention by carefully listening to and observing client or member. Connect - Consistently be friendly and approachable. Demonstrate your care. Understand - Listen empathetically and ask questions (70%/30% rule). Counsel - Recommend solutions based on your member’s needs and objectives. Advance - Ensure that member’s expectations were exceeded. Verify necessary follow-up actions.