Senior Manager - Telecommunications

2 days ago

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Modivcare

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remote patient monitoring • personal care services • non-emergency medical transportation • NEMT • nutritious meals

10,000+ employees

Founded 2017

⚕️ Healthcare Insurance

🚗 Transport

🔥 Funding within the last year

💰 $525M Post-IPO Debt on 2024-07

Description

• Responsible for the design and planning of the organization's telecommunications and contact center systems • Develops and implements strategies for the organization's telecommunications systems • Leads a team of IT professionals in designing, deploying, and maintaining telecommunications systems infrastructure • Evaluates existing systems and proposes improvements to enhance efficiency, reliability, and security • Collaborates with other departments to understand their technology needs and provide appropriate solutions • Builds and maintains strong relationships with internal IT counterparts • Manages vendor relationships and negotiates contracts for hardware, software, and services • Establishes and enforces security protocols to protect the organization's data from cyber threats • Provides technical guidance and support to staff on telecommunications systems-related issues • Develops and maintains documentation for telecommunications configurations, processes, and procedures • Ensures compliance with relevant regulations and standards in the operation of telecommunications systems • Participates in other projects or duties as assigned • Manages VoIP, PBX, and Cloud Contact Center • Develops and operationalizes the Company's technology strategy • Provides strategic advice to the leadership team on all IT Telecommunications matters • Drives transformational change and innovation while balancing business requirements and infrastructure • Ensures key business strategies are supported by technology systems

Requirements

• Knowledge of CX Strategy, Omnichannel Orchestration, Contact Center Software, CX Analytics, Automation and AI/ML • Knowledge of chatbots, workflow automation, WFM, and other solutions to reduce agent effort • Understanding of web callback, call recording, screen recording, real-time, historical, and custom reporting • Understanding of Skills-based routing, Speech-enabled IVR, intelligent virtual agents, and screen pop • Experience with Genesys Cloud CX and Google Dialogflow preferred • A working knowledge of Tableau reporting platform is a plus • Bachelor's Degree in Technology, Computer Science, or related field required • Eight (8) plus years technology experience • Three (3) plus years leadership responsibility

Benefits

• Medical, Dental, and Vision insurance • Employer Paid Basic Life Insurance and AD&D • Voluntary Life Insurance (Employee/Spouse/Child) • Health Care and Dependent Care Flexible Spending Accounts • Pre-Tax and Post --Tax Commuter and Parking Benefits • 401(k) Retirement Savings Plan with Company Match • Paid Time Off • Paid Parental Leave • Short-Term and Long-Term Disability • Tuition Reimbursement • Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)