Teleperformance - Senior Director - Voice Networks

Job Summary / Overview

The Director for Voice Network will ensure quality and responsive services through management and delivery of ongoing preventative maintenance, assessment, and proactive monitoring. He/she will ensure adherence to best practices and proven methodologies to promote continuous information operations and the integration of new value-added technical services and technology.

This role is responsible to manage all the Voice Network operations for one of region (EMEA or NA or APAC) and reports to the Vice President and Global head of Enterprise Networks

Key Responsibilities and Accountabilities

- Problem management to reduce the number of repeated incidents in the voice network.

- Maintain a thorough understanding of the tools, systems, and processes required to provide top notch technical support and a swift problem resolution.

- Provide support for the VoIP network infrastructure and UC services to include TDM and IP-based trunking, voice routing design, configuration, and unified messaging.

- Serves as an escalated Tier 3 resource for customer incidents and work orders for network services and voice network infrastructure devices.

- Establish and monitor key performance indicators (KPIs) to ensure voice network availability, reliability, and performance. Implement proactive measures to identify and resolve issues.

- Create and maintain technical documentation (network designs, SOPs, User Guides, etc.)

- Establish and enforce incident and problem management processes to ensure timely resolution of network-related issues. Coordinate with other IT teams and stakeholders to minimize service disruptions.

- Effective release management with zero impact to operational network.

- Perform risk assessments for IP boundary elements which are connecting Voice elements.

- Risk mitigation due to disruptive network changes

- Provide leadership, guidance, and mentorship to the network operations team, fostering a collaborative and high-performance work environment. Set goals, conduct performance evaluations, and identify training needs.

- Participate in Transformation initiatives of Network Infrastructure

Qualifications and Requirements

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

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

- Must have experience on Contact Center, Call Center, Routers, Structured Cabling, and LAN/WAN circuits; PRI, MPLS, FXO, FXS, ISDN, Cisco Voice Cloud, Voice over IP (VoIP) gateways, Session Boarder Controllers (SBC), SIP Trunking, POTS, etc.

- Must possess advanced knowledge of the Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, secure voice concepts, and secure voice processes.

- Experience with Oracle SBCs, Cisco Call Manager, UCCX, Unity Voicemail systems

- 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.