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US-NJ: Union-Manager Voice Communications

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Job Title:     Manager Voice Communications
Job Location:  NJ: Union
Pay Rate:      DOE
Job Length:    full time
Start Date:    2007-04-29

Company Name:  Liberty Information
Contact:       Bob
Phone:         (646) 225-6747
Fax:           (908) 889-4507

Description:   The candidate for the position of N&CS Voice Manager will be responsible for managing the N&CS Voice group and day-to-day installation, support, and maintenance of all voice communications services and related phone systems.  Candidate will be responsible for voice services in all stores, warehouses, and corporate locations and associated divisions.  

He/She will be responsible for working with vendors and direct reports for the maintenance and repair of voice communications services, hardware, and peripherals located in all locations.  

He/She will work with the Manager - N&CS Voice and Data services in researching and testing new voice system technologies and maintaining the companys voice communications infrastructure to insure voice services/system SLAs are being meet on a daily basis.

The candidate will be responsible for continuing the deployment of Cisco VoIP technologies in the Union, NJ and Farmingdale, L.I. offices.  They will also continue to work on replacing end of life voice mail systems with Cisco Unity solutions.  The candidate will also work on replacing the feature lacking Siemens call center application in the Union, NJ internal Support Center with Cisco IP Contact Center.

The candidate will be responsible for assisting the Manager - N&CS Voice and Data in directing, educating and counseling N&CS Voice Analysts personnel in the implementation of best practice operations for all voice services and platforms.

The candidate will need to have the ability to visualize, architect, and manage the implementation of remote location phone and voice mail systems. They will need to be able to work with the companys New Store Implementation group and key implementation and support vendors towards the successful deployment of new Store phone systems and related peripherals. They will also be responsible for creating operational procedures and documenting processes in support of existing and future phone system deployments.

The company currently has multiple vendor based phone systems deployed across 800+ locations. The successful candidate will be able to deal with multiple vendor relationships in order to support the different manufacturer based phone systems deployed across the company. The candidate will be able to look for ways to improve our vendor support relationships and services provided by each vendor. They will work to establish and maintain a stable and reliable phone system vendor support infrastructure for the companys existing and planned Corporate, Store and Warehouse locations.

The candidate will also act as a single point-of-contact for the coordination and management of remediation tasks associated with phone/voice systems deployed across the enterprise.

The candidate will be responsible for; 1) Project management towards the successful delivery of phone system upgrades and new location installations. 2) Project cost estimation. 3) Capacity and scalability planning for new initiatives. 4) Development of standards, policies and procedures for the support of all phone systems. 5) Specification of product enhancements with key phone system vendors to address support and feature sets of existing and future system implementations and 6) Communication and coordination with internal and external facing customers/departments on new system functional requirements and configurations.

Furthermore, the Manager, N&CS Voice will have typical management level duties of mentoring staff, monitoring career development, hiring/dismissing/performance appraisals, budgets, scheduling and reporting/presentations to executive level management.

The candidate will be responsible for managing assigned project deliverables and teams to 1) create cost-tracking for existing products and services, 2) to recommend infrastructure enhancements/changes to improve existing products/services and/or reduce internal costs, 3) prioritization of incident reports and key follow-up items, 4) communication and coordination with internal customers, and 5) define and create current production operational procedures, processes, and standards.


    Installation and support of all telephone systems and voice services
    Manage the N&CS phone line inventory database
    Assist IT Finance with the management of the long distance carriers monthly billing reporting database
    Support the Moves, Adds, Changes and Repairs related to our voice communications PBX, IVR, and Voice Mail Systems located in the following locations:
    Union, NJ Corporate office
    Farmingdale, NY buying office
    Las Vegas, NV e-Commerce west coast fulfillment
    Jersey City, NJ New York City store replenishment warehouse
    South Yarmouth, MA corporate office
    Middleboro, MA distribution center
    850+ existing Stores
    100 new stores yearly
    30+ existing Pools and Consolidation warehouses
    2+ new major warehouse openings per year
    Address new voice services requests from the Store Operations requests database
    Provide second level support for all Avaya and Toshiba - Store based voice communications equipment
    Provide second level support for all Avaya, Cisco, Siemens and NEC corporate voice communications equipment
    Continue the transition of legacy phone equipment to Cisco VoIP technology to reduce the number of phone system vendors used by the company
    Provide on-call second level support coverage, on a rotating schedule, after hours and on weekends for phone system outage issues
    Monitor voice services and hardware vendor industry trends, conducting research on future solutions and making recommendations to Management as a part of this research
    Prepare reports and presentations on assigned projects and department performance metrics
    Conduct new Voice systems technology evaluations, equipment testing, and implementation of new voice communication systems
    Provide reports on the status of N&CS Voice service deliverables associated with all new store opening or construction projects

Please refer to Job code 07012901bvm when responding to this ad.

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