Job Description
Job Description
This position is responsible for the overall management and availability of the voice infrastructure environment. This includes responsibility for PBX, ACD, and voice mail systems as well as contact center administrative functions.
In addition to management of the voice infrastructure, this position is also responsible for ensuring all voice requests and projects are completed in a timely fashion, within scope and within budget.
This position will also be responsible for representing Information Technology’s interest in property telecommunications efforts.
- Manage provider responsible for PBX switch maintenance and MACD work.
- Ensure all service requests are fulfilled within appropriate service levels.
- Ensure all changes / enhancements to production environment are completed within specified and agreed upon change windows.
- Responsible for managing incidents / problems through to resolution and ensuring timely root cause analysis.
- Work closely with Business and IT Business Relationship Managers to ensure business requirements are being addressed.
- Conduct regular reviews with carriers, and other voice and contact center application providers as appropriate.
- Maintain all department Standard Operating Procedures.
- Conduct monthly reviews with maintenance provider to ensure SLA’s and system performance requirements are being met.
- Participate in RFP and contract negotiation as appropriate.
- Collaborate with Voice Engineer to identify and assess new voice and contact center technologies and applications.
- Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
- Develops staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
- Monitors team performance in all phases of service and job functions; rectify deficiencies.
- Manage staff and organize department functions in accordance with company guidelines.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Additional Skills & Qualifications
- Must be able to obtain and maintain Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
- 5+ year’s management experience in a voice infrastructure environment.
- 5+ year’s managing vendor relationships.
- ITIL v3 Foundations Certification.
- Avaya Certified Support Specialist (ACSS)
- Strong working experience with the following :
o Data / Networking / Firewall
o Nortel CS1000
o Avaya Aura Contact Center
o Working with telecommunications carriers to troubleshoot issues
- Avaya Communication Server 1000 for Avaya Aura.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends and holidays.
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