Teleperformance - Senior Director - Enterprise Voice Networks

Job Summary / Overview:

Key Responsibilities and Accountabilities:

- Establishes the strategic direction of the company's information systems executes this strategy in collaboration with senior leadership.

- Identifies and recommends new technologies and services that will improve efficiency, processes, and operations; reviews requests for additional services and upgrades, assessing the costs and benefits to the organization.

- Monitors and reports progress on infrastructure projects, resource utilization, and production performance and uptime to executive leadership.

- Facilitates preparation of project plans and proposals, outlining project objectives, requirements, and analytical and programming staffing requirements for proposed systems.

- You will drive standardization and simplification across the existing environments and develop roadmaps to reduce the overall total cost of ownership (TCO) for the function.

- Provides exceptional technical and/or analytical support in identifying, analysing, and resolving problems of moderate to highly complex business communication systems.

- Lead a team by providing guidance, coaching, and support to ensure successful project execution and achievement of targets.

- Assess emerging technologies, stay abreast of industry trends, and give advice on investments prices versus performance.

- Development, refinement, publishing, and socialization of patterns, policies, and guidelines, and technology standards

- Support migration of legacy infrastructure to Cloud.

- Proactive initiatives to alleviate potential risk in the operational network.

- Effectively communicate the feasibility of requested deliverables and timelines to internal business and project stakeholders

- Partner with peers to understand project portfolios and determine staffing needs for network architecture and design services and provide input to sourcing solutions for variable resource requirements.

- Partner with Enterprise Architecture, Business IT, Infrastructure Leads, and third-party service providers in the conception, evaluation, piloting, engineering, and operational delivery of solutions for the organization

- Provide clear and concise recommendations to remediate performance/scaling bottlenecks.

Qualifications and Requirements:

- Bachelor's degree in computer science, information technology, or a related field

- 18+ years of experience with voice, engineering management, and familiarity with a broad range of collaboration technologies

- Must have led delivery for large scale network operations functions for Globally.

- Expertise in resolving issues around VOIP and TDM Trunking, Gateways, Application Enablement Services, ARS tables, IP interfaces, CMS servers and Modular Messaging.

- Experience in design/ implementation and troubleshooting of Cisco Unified Communications Systems, including Call Manager / Unified Communications Manager and troubleshooting of Cisco Analog and Digital voice gateways and devices.

- Experience in System Survivable Remote Site Telephony Configuration, Device Pool Configuration, DHCP Server Configuration, LDAP System Configuration, Call Routing Configuration, Access List Configuration, Media Resource Configuration, Device Configuration, Gateway Configuration, Cisco Unified IP Phone Configuration, Trunk Configuration.

- Experience in Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging, ATT Routlet, ATT Business Direct.

- Understanding of call center support platforms such as CMS, IVR, CTI, and ACD Data networking.

- Must possess in-depth experience in the design, configuration, long-term planning, operational support, and project management of enterprise telecommunication systems and associated data networks.

- Strong leadership and people management skills, with the ability to motivate and inspire a team. Proven experience in building and developing high-performing teams.

- Familiarity with regulatory requirements, industry standards, and data protection laws related to network operations.

- Professional certifications such as ACIS (Avaya Certified Implementation Specialist), CCNP Collaboration, CTP are highly valued.