Job: Manager - Telecom Operations

The Manager of Telecom Operations manages a staff responsible for critical areas of systems support, configurations, software implementations, call distribution, circuit management, change management, 24x7 help desk management, and other crucial responsibilities for HSN Telecommunications in order to maintain 99.9% uptime of the servers and applications comprising HSN voice support and contact center support systems. The environment includes multi-site domestic call centers, multi-site corporate telecommunications, home agent programs, Cell Phones, Pagers, and Audio/Video Conferencing. Responsibilities also include project management sometimes exceeding $1 million in capital outlay.

Responsibilities:

• Manage corporate telephony support, including 3 fulfillment centers, 2 contact centers, corporate campus and 1 outsourced center


• Manage development of call routing strategies to optimize delivery of calls across multiple sites


• Manage TDM, VoIP, VoIP over WLAN and SIP systems and service to deliver 99.9+% uptime


• Responsible for a 24x7 help desk supporting call center telephony and proactively monitoring systems using web-based, COTS, and custom monitoring applications


• Manage Genesys CTI infrastructure, including code-base to integrate to Siebel desktop; participate in financial audits to ensure integrity of data capture


• Manage approximately 2,000 port Edify/Intervoice IVR platform


• Manage database uptime of MS SQL, Oracle, and Informix; oversee administration of relational database management systems, as well as databases in one or more computing environments, including UNIX, Linux and NT.


• Maintain 24x7 operations support and systems stability. Deploy new hardware and software. Support telecom network cabling infrastructure and switching fabric, conduct efficiency analysis, manage telecom moves-adds-changes.


• 24x7 "manager on-call" responsibilities for resolving escalated telecommunications production issues; pivotal in troubleshooting high profile, revenue impacting, critical system and software failures.

Minimum Requirements:

• Bachelor's degree or equivalent experience in technical management of high volume call center environment.


• Experience with IVR, PBX/ACD, and Call Routing.


• Demonstrated ability to manage multiple priorities and drive projects to closure.


• Technical proficiency in systems implementation and support, application installation and support, and systems architecture.


• Displays skill in conceptualizing creative solutions and communicating them to others, including senior management.


• Rational under pressure and remains calm in high stress situations.


• Clear understanding of the SDLC as well as the ability to apply logical reasoning to problem troubleshooting and resolution.

Preferred Requirements:

• Understands carrier based advanced features, OSI layers, voice/data networking concepts, computer telephony integration (CTI), VoIP, SIP, and DNIS routing.


• Experience with Edify IVR, Genesys Framework, Avaya ACD, MS SQL server, MS VB applications, Active Server Pages, XML, VXML, and MS Access, UNIX, Windows Server, Solaris, and Linux.


• Experience in high volume systems, applications, and telecommunications support.


• Certifications: Genesys CGE, Microsoft MCP or MCSE, AVAYA, Edify, Nuance.