Voice Program Manager at TEKsystems

Description:

So the voice strategies are clear:

• Migration from managed service provider Cisco voice system to managed service provider MS Teams voice solution

• One managed provider for the globe

• Reduction of cost (do all users need a telephone number?)

• Removal of handsets for end users.

So it requires of knowledge of:

• MS Teams and how it works on a network

• How MS Teams traffic is transferred from a enterprise level network

• How the MS Teams tenant works with multiple voice carriers

• How MS Teams works with regional Telecom restrictions

• Management of MS Teams Phones (Poly)

• How MS Teams integrates with legacy systems (Paging, analog, fax etc)

• Working with managed service providers to manage the service

• Comparison of legacy on premise solutions verses cloud voice solutions

So the role is really in three parts:

• Global Subject Matter Expert for fixed voice services – Leadership is required

• Involvement in the RFP process for a single managed service provider

• Project management and roll out of the selected managed service provider and technology to all global sites.

Seller responsibilities include, but are not limited to, the following:

• Provide road map of the Voice technology globally.

• Strategic technical design for the voice technology in the client for the next five years

• Provide that technical design into the RFP creation

• Generate roadmap and life cycle information for all types of Voice devices (Voice gateways, analog gateways and handsets, including initiating the IT Screening process.)

• Direct and implement changes to adhere to the defined voice standard.

• Provide analysis on the average number of calls per user, and a list of users that have not made an external call in the last three months.

• Set the voice infrastructure strategy for the client globally.

• Present to the client stakeholders on strategy.

• Coordinate with cross-functional teams in the client, including developers, business stakeholders, engineers, analysts, and testers, to ensure alignment of strategic voice objectives with business goals.

• Conduct regular voice technical meetings, communicate updates, and escalate issues as needed.

• Create technical voice documentation, including telephone installation and login processes.

• Serve as mentor/coach to existing and potential future project leaders and technical voice resources.

• Provide training on tools and methodologies as needed.

• Create and manage the client changes as needed.

• Work with the client Voice managed service providers.

• Provide leadership and technical input into voice related RFP.

• Provide input into the budget forecast process.

• Provide voice project ideas for areas that need improvement (service availability, incident reduction, cost reduction)

• Work with vendors to select voice technology devices for the globe.

• Test and provide guidance on the firmware of all specified devices.

• Review voice market trends and determine what the client can use.

• Develop external and internal systems for the collection and reporting of global call and end user data.

• Analysis, interpretation, and presentation of call and end user data.

• Attend vendor service reviews and give input into those processes.

• Expectation to work with all regions which will include time outside of normal working hours.

Candidates are expected to have:

• Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution.

• Seven (7) years of Cisco and Microsoft Teams VoIP in a private, public or military environment.

• Knowledge and experience of Poly, Audiocodes and Ascom devices and systems.

• Ability to speak to all levels in a professional, concise manner

• Self-starter / self-directed

• Excellent communication skills

• Experience working with global teams

• Experience directing vendor resources

• Experience leading large global projects in an enterprise environment.

• Strong Microsoft Office skills

• PMI/PMP would be preferred but not required.

• Microsoft 365 Certified: Teams Administrator Associate would be preferred.

Skills:

Project management, PMP, Budgeting, financials, tracking, project plan, program management

Top Skills Details:

Project management, PMP, Budgeting, financials, tracking, project plan, program management

Additional Skills & Qualifications:

• Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution

• Seven (7) years of IT project management experience in a private, public or military environment.

• PMP® Certified, or equivalent

• Ability to speak to all levels in a professional, concise manner

• Self-starter / self-directed

• Excellent communication skills

• Experience working with global teams

• Experience directing vendor resources

• Strong Microsoft Office skills

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.