Senior Manager - Telecommunications

October 14

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Modivcare

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

10,000+

🔥 Funding within the last year

💰 $525M Post-IPO Debt on 2024-07

Description

• This position is 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, ensuring alignment with business goals • 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 • Build and maintain strong relationships with internal IT departmental counterparts • Manages vendor relationships and negotiates contracts for hardware, software, and services • Establishes and enforces security protocols to protect the organization's data and systems from cyber threats • Stays informed about emerging technologies and trends in telecommunications systems to make informed decisions • Provides technical guidance and support to staff on telecommunications systems-related issues • Develops and maintain documentation for telecommunications configurations, processes, and procedures • Ensures compliance with relevant regulations and standards in the operation of telecommunications systems • Participate in other projects or duties as assigned • Occasional business travel may be required • Manages VoIP, PBX, and Cloud Contact Center • Managers voice and digital channels, including voice (inbound/outbound), self-service (IVR/IVA), messaging (chat, SMS, social), email, video, and mobile • Develops and operationalizes the Company's technology strategy • Recommends short- and long-term IT goals and objectives to leadership team • Provides strategic advice to members of the leadership team on all IT Telecommunications matters affecting the Company • Drives transformational change and innovation while balancing business requirements, existing infrastructure, budget alignment, and stringent InfoSec policies • Ensures key business strategies and processes are supported by technology systems that enable growth and flexibility • Provides leadership and guidance to the IT Infrastructure department to achieve secure, reliable, and cost-effective operations of telecommunications infrastructure and applications • Seeks and evaluates emerging technologies and educate business stakeholders on the potential for new technologies to deliver return on investment by enabling business innovation, efficiency, and competitive advantage • Oversees and manages capital projects to ensure target dates and budget expectations are met • Ensures service-level requirements are met while upholding all regulatory and compliance standards • May lead projects and perform other duties as assigned

Requirements

• Knowledge of CX Strategy, Omnichannel Orchestration, Contact Center Software, CX Analytics, and Automation and AI/ML and Large Language Models • 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, agent scripting, post-call surveys, and toll-free and local number management • Understanding of Skills-based routing inbound, outbound, and blended calling, 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!)