Senior Manager, Telecommunications

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for the design and planning of the organization's telecommunications and contact center systems, including organizing, planning, coordinating, and directing all the necessary work and resources for providing telecommunication services.

This role...

• 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.

We are interested in speaking to individuals with the following...

• 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.

Salary: $116,700.00 - 160,400.00

Bonus eligible based on individual and company performance.

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications receive