TeleTech Senior Manager, Voice Engineering and Operations in Englewood, Colorado


Ttec, formerly TeleTech, is seeking a Senior Manager, Voice Engineering and Operations to join our IT team based at our HQ in Denver, CO. We’re a global company that is 46,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

Reporting to the Director of IT Voice Engineering, Infrastructure & Operations, this key leadership position is responsible for driving the strategic direction for voice telecommunications at TTEC.

As a member of the IT Leadership Team, this individual will establish goals and objectives for a technical team while implementing and maintaining the architecture, design, and visions of TTEC voice infrastructure. The role offers the opportunity to combine solid technical skills with coaching and mentoring a team.

What you’ll be doing:

  • Lead and develop a high performing technical team:

  • Provide direction and mentoring to the talented team of Voice and SIP Telecommunications Engineers who develop and build solutions using a variety of technologies

  • Provide direction and mentoring to a global Tier 1 – Tier III Operations team who maintain and implement voice solutions for TTEC’s existing and/or new customer.

  • Focus on individual and team performance/development planning and goal setting.

  • Responsible for the activities of the team, leading change management and risk management efforts, identifying appropriate resources needed, and developing schedules to ensure timely completion of the projects.

Collaboratively lead the development, management and implementation of TTEC’s voice strategy:

  • Manage the design, installation, maintenance, and monitoring of TTEC’s Global networks, including all voice infrastructure components

  • Lead the Engineering and Operations to support and deploy technologies such as Avaya, Ribbon (f.k.a. Sonus), CounterPath, Bright Pattern, and InContact.

  • Serves as a member of the IT Leadership Team, collaborating with leaders and team members from across IT.

  • Create and communicate key voice metrics to IT Senior Leadership Team.

Ensure team project delivery and drive results:

  • Partnering with other technical managers, oversee planning, estimating, and project commitment date setting to ensure delivery and appropriate resource allocation.

  • Manage project expectations, ensuring consistent execution and quality of delivery.

  • Drive critical project and product trade-off decisions

  • Oversee voice team’s change management processes and adherence to best practices and solutions

Skills you will bring:

  • Bachelor’s degree in Information Technology or equivalent work experience.

  • Minimum of 5-7 years prior experience working with voice infrastructure and services delivery required. Experience in managing global geographically distributed voice systems preferred.

  • Five or more years of previous leadership experience required.

  • Strong VoIP knowledge, including Voice delivery methods and protocols (E.g. SIP, TCP, UDP) and tools (E.g. NetScout, Prognosis, Wireshark) highly desired.

  • Knowledge of LAN/WAN systems, networks, and applications

  • Experienced interfacing with vendors for new technology development and collaboration

  • Working knowledge of VoIP; experience with Cisco and Avaya VoIP Products.

  • Working knowledge of IP Routing, Quality of Service technologies with demonstrated implementation in a large enterprise organization

  • Strong team building, teamwork and collaboration skills. Proven track record of developing solid working relationships with associates at all levels.

  • Ability to think strategically and carry out a vision. Advanced skills in leadership, communication, and influence and conflict resolution.

  • Ability to communicate technical concepts to a non-technical audience while building strong relationships with leaders across the organization.

  • Escalations and Incident Management, coordinating large teams of technical and non-technical persons to resolution.

What We Offer:

  • A fun, challenging and rewarding work environment

  • Performance equity, variable incentive bonus plan, 401K company match

  • Professional development and tuition reimbursement

  • Paid time off and leave of absence programs

  • Cafeteria, fitness center, car detailing, dry cleaning, postal services, covered parking

  • Rich wellness program and activities along with wellness incentives

  • Above & beyond employee recognition programs

  • Access to local discounts to services and entertainment venues

  • Social activities including employee events, social hours, take your kids to work day, holiday luncheons & patio grill summer concert series

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/TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer./

Job: *Information Technology

Title: Senior Manager, Voice Engineering and Operations

Location: CO-Englewood

Requisition ID: 024SS