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Director, Telecom Engineering
Ref No.: 17-28432
Location: Atlanta, Georgia
The Director of Telecom Engineering will be responsible for the engineering, configuration and maintenance of a global multi-cluster Cisco UCCE environment. This position will lead global technical support staff to develop solutions to address the business needs of the organization to drive the evolution and integration with other technologies in support of a omni-channel experience. The successful candidate will be accountable for timely delivery of new services and infrastructure and support of existing infrastructure and services while driving continuous improvement of people, processes, and technology to enable the business to realize scale while improving effectiveness.

  • Provide leadership for global team of Contact Center/IPT Engineers in support of a large telephony environment.
  • Serve as subject matter expert of the company's telephony engineering and operations environment.
  • Lead and develop the team to meet departmental and organizational objectives.
  • Create and manages project plans in alignment with departmental and organization strategies.
  • Manage team financial reporting in accordance with departmental forecasts.
  • Demonstrated project management experience and execution of large complex initiatives.
  • Strong vendor management skills with proven ability to deliver projects and support.
  • Strong written, oral communication and interpersonal skills, as well as the ability to explain complex concepts in a simple way to a variety of teams.
  • Responsibility for driving 24x7 high availability (99.999%) of call center technologies.
  • Develop, test, implement, and maintain a disaster recovery plan for telephony solution.
  • Ensure all development and implementation activities align with support and operational standards.
  • Ensure that each Telephony system is monitored and processes for supporting the systems are well-defined.
  • Identify, establish and manage Telephony vendor support relationships where needed.
  • Minimum of 5 years managing a high performing IT team in the Telephony/Contact Center space.
  • 3-5 years of experience in telecom and network technologies, ideally including experience in Cisco technologies.
  • Minimum 5 years' experience running a 24x7 operation with uptime and performance requirements.
  • Minimum 5 years' experience with capacity planning, utilization review, performance monitoring, and disaster recovery/business continuity related to call center technologies, networking, and telephony.
  • Experience in a multi call center environment supporting 1000+ agents.
  • Demonstrated knowledge and expertise with ITIL, ITSM, and other common frameworks associated with managing complex IT environments.
  • Strong telephony background with multi-year experience in an IP telephony environment.
  • Demonstrated experience in coaching, mentoring, and developing direct reports.
  • A self-starter, able to make quick decisions sometimes with little information.
  • A positive attitude and the ability to team effectively with other organizations.
  • Excellent vendor management and negotiation skills.
  • The ability to multitask and handle multiple concurrent priorities.

Bachelor's degree from an accredited college or university in computer science, information systems, engineering or a mathematics-intensive discipline, an applicable training certificate from an accredited training institution, or equivalent work experience. Experience in delivering similar support functions for a Fortune 1000 company.

Any of the following are a Plus:
  • Cisco Certified Internetwork Engineer (CCIE)
  • Cisco Certified Voice Professional (CCVP)
  • Cisco Certified Network Professional (CCNP)
  • General architecture (LAN/WAN Networks)

Work Conditions:
  • Occasional on-call and weekend support availability when necessary.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

**Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.

EEO Statement
Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences regarding race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
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More Information About the Job
Is Relocation Available?
Yes, nationwide

Is there a bonus structure?
20% or higher

Are you open to sponsorship?

This position is:

Is there a possibility to work remote?

Is there equity?

Are there flexible work hours?

Does this position have direct reports?