Specialist - Cloud & Infra Management

About the role

The role involves leading a team in managing VoIP contact center collaboration systems, mobility, and telecommunications for AMER, EMEA, and APAC regions. This includes overseeing ServiceNow for Telecommunications and Unified Communications teams, ensuring SLA adherence, managing vendor relationships, and handling various aspects of telecom expenses and cost optimization.

Responsibilities

• Leadership of the team in managing VoIP contact center collaboration systems, mobility, and telecommunications for AMER, EMEA, and APAC regions.
• Oversight of ServiceNow for Telecommunications and Unified Communications teams.
• Ensuring SLA adherence and managing issues/problems/requests/changes/continuity.
• Vendor management for VoIP contact center collaboration solutions, including VoicePSTN, ATT some Tollfree numbers, Zoom Phone, global Mobility, ATT, Verizon, TMobile, ChoiceTel, telecom contact center expense management partners, contract and invoice review/reconciliation.
• Monthly mobility invoice approvals, cost optimizations, license and cost management, and inventory management for AMER.
• Moves, Adds, Changes (MACs) for AMER, number provisioning and porting, new site setups, divestitures, acquisitions, call queues, IVR, after-hours routing, SMS, KPI and quality reporting, AI enablement in VoIP, inventory management for AMER Atlanta office 9th floor and GL ground level storage.
• Configuration and logistics to/from locations in US, project management for AMER MACs, Asana updates oversight for team, customer business unit relationships, meetings with Ops Managers, GMs, associate GMs of AMER BU ALC, Commercial Services Residential Rentals, Business requirements understanding, solutions reviews to meet business needs, customer satisfaction escalations/deescalation.
• Legal and cyber compliance adherence.

Requirements

Not specified.

Qualifications

Not specified.

Skills

Not specified.

Benefits

Comprehensive Medical Plan, Short Term and Long-Term Disability Coverage, 401(k) Plan with Company match, Life Insurance, Vacation Time, Sick Leave, Paid Holidays, Paid Paternity and Maternity Leave.

Pay

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Schedule

Not specified.