Manager - Telecom

Aramark Uniform Services is seeking a hands-on Manager, telecom & voip services to join our IT infrastructure organization. The Manager of Voice & Telecom Services will be a hands-on manager, managing an extraordinary team of IT telecom engineers focused on providing world class voice services. Provides responsible for overseeing the design, implementation, maintenance, and support of the enterprise telecommunications systems and infrastructure. Strong technical background in telecom expense management, telecommunications & network connectivity. Must have excellent leadership abilities, and a customer-focused approach. As a "hands on" technical leader you can coach, motivate and lead the team, while being capable of contributing technically and challenging decisions.

Responsibilities/Essential Functions:

--Develop and implement robust telecommunication systems to support efficient communication across the organization. This includes a strong focus on Genesys Cloud and Cisco Call manager.

--Manage and administer the organization's 100 telephony systems, including PBX systems, VoIP, Microsoft Teams, video conferencing platforms, Cisco Call Manager & Unity systems. Optimize telephony configurations for improved user experience, call quality, reliability, and cost-effectiveness. 

--Manage cellular service program for the enterprise, including handheld devices for router drivers.

--Responsible for leadership & management of a team with approximately 5 to 10 FTE employees (across multiple time zones) performing duties including but not limited to executing on hiring and termination activities, setting goals, evaluating performance, setting weekly on-call rotation schedules, providing mentoring and coaching, and approving vacation and expense reimbursement requests. This role would also oversee outsourced key services and consultants onshore and offshore.

--Responsible for managing service desk ticket queues for the team, routing support tickets and making sure incidents are handled within SLAs.

--Establish and maintain relationships with telecommunication vendors and service providers. Collaborate with vendors to procure necessary equipment, negotiate contracts, audit invoices, manage inventory and ensure service level agreements are met.

--Collaborate with other IT teams and departments to develop long-term strategies for telecommunication infrastructure, including capacity planning, technology upgrades, and system enhancements. Provide expert guidance to improve communication efficiency and productivity.

--Maintain accurate documentation of telecommunications systems, configurations, and processes.

--Generate reports on system performance, utilization, and trends to support decision-making and planning.

--Ensure the development and maintenance of disaster recovery and business continuity for all VOIP & cloud-based technologies.

--Assist with setting and maintaining fiscal year P&L budgets for labor, expense and capital.

--Assist in overseeing appropriate vendor relationships related to associated technologies, services, and solutions needed to operate enterprise functions.

--Ensuring accurate and efficient governance policy development and adherence

--Report on KPIs and status reports as requested by senior IT leadership.

--Submit all time and expense reporting procedures accurately and timely.

--Maintain good standing and completion on all compliance related matters (i.e., assigned mandatory trainings, actions required from audits, corporate policies, etc.)

--Perform all additional duties and responsibilities based on the direction and guidance of supervisor.

Knowledge/Skills/Abilities:

--In-depth knowledge of telecommunications technologies, including PBX, VoIP, SBCs, SIP based services, IVR, E-fax, Video conferencing and enhanced-911 services.

--In-depth knowledge of contact center technologies and features such as quality monitoring, voice of the customers & feedback, chat bots, API integration, omni-channel and workforce optimization.  Preferred background working with Genesys contact center platforms.

--Proficient in networking fundamentals, concepts and protocols to include QOS, Lan/Wan/SD-Wan, mpls, bgp, tcp/ip, udp, SMTP, rtp and dhcp 

--Ability to scope, plan, prioritize, and manage multiple tasks and projects with excellent communication skills both written and verbal.

--Management of Cisco and Microsoft communication solutions – CUCM, CUC, IM&P, UCCX, Avaya, Webex, Webex Contact Center, and Microsoft Teams.

--Adhere to firm Change Management, Problem Management policies and familiarity with ITIL or other formalized IT operations foundations.

--Experience working with contact center leadership team to provide technology guidance and support for supported technologies. 

--Skilled and proficient in MS Office O365 suite (i.e., Word, PowerPoint, Excel, SharePoint, Teams, Communications Tools, etc.)

--Ability to operate with a customer-centric service approach.

--Ability to establish performance-based relationships with 3rd party vendors and technology providers and versed in setting standards and measurements for IT processes.

--Ability to effectively define a business case, determine return on investment, and measure achievement of the case over time.

--Ability to manage and work on multiple concurrent deliverables at various stages of development and completion.

--Strong collaboration and team-building skills with the ability to create consensus around decisions and mitigate conflicts among teams.

--Strong problem solving and analytical skills.

--Professional level verbal and written communication skills 

--Demonstrated attention to detail and quality of work products and communications.

--Willingness to seek out and implement coaching, suggestions, and guidance from others.

Working Environment/Safety Requirements:

--Ensure necessary working environment and capabilities to effectively carry out responsibilities if working from a non-AUS location (remote work)

--Ability and willingness to handle work related issues during all hours of the day, every day of the week, understanding the responsibility of our organization’s requirement for 24/7 production support. 

--Ability, willingness, and flexibility to travel as needed for approved work purposes in accordance with project and management schedules.

Experience/Qualifications:

--5-7 years of experience working with top tier telecommunication providers (Ex: AT&T, Verizon, Granite, Lumen, T-Mobile etc.)

--3-5 years’ experience leading a team in a Team lead or Manager role in an enterprise environment supporting a publicly traded organization with 10,000 users. 

--Experience with the use of Project Management methodologies and tools

--Bachelor and/or master’s degree preferred but not required.

--Be legally able to work in the United States: U.S. Citizen or Legal Resident

License Requirements/Certifications:

--Valid U.S. driver’s license (for rental cars when applicable)