Contact Center Telecom Engineering Manager

We Put the World on Vacation
At Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships, and exchange programs, we're shaping the future of leisure travel by creating new possibilities for vacationers. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
The Contact Center Telecom Manager manages the team responsible for the daily operation and engineering of the company's telephony and Contact Center Telecommunications environments within a complex global, multi-national, and multi-vendor infrastructure. The technical scope of the role includes all legacy voice systems, all call center technologies both premise and cloud, PBX, ACD, reporting systems, voicemail, quality monitoring, computer telephony integration, screen pop, dialer, call routing within the network and telephony environment, and IVR self-service system and application support.
This person effectively manages the environment by understanding the overall systems and business impacts of each service, establishes priorities, and collaborates across the company and with outside partners and vendors to troubleshoot, repair and maintain platforms.
The role develops, implements, and maintains policies and procedures for troubleshooting, repairing and maintaining telecommunications equipment and applications. The role assists in the development of departmental and project budgets including expense, capital, and resource forecasts.
This person must be a dynamic, self-motivated manager to support key Delivery workstreams in support of implementing CCaas and UCaaS capabilities. This person must maintain a detailed understanding of the company's applications, telecommunications system integrations and is able to understand changes to anticipate business, customer, cross-system, cross-process, and cross-project impacts. Role may be assigned other tasks as required to support the overall shared services and organizational goals.
How You'll Shine:

• Staff Supervision & Development - Manages the telecommunication engineering team responsible for the daily telephony engineering project design and implementation as well as Tier II support for the Telecommunication Operations team. Establish team and individual goals and objectives to ensure team can meet the needs of the businesses we support, prepared to support new technologies, and to develop personally and professionally within their current roles while preparing them for growth opportunities. Be accountable for all outcomes, whether they be individual or as a team.
• Consultation and Delivery - Articulate technical differences and business value in Contact Center technologies to a wide range of audiences and translate those business needs into technical strategies, system solutions and roadmaps. Contribute to PMO and delivery teams both internally and externally to develop deployment level of effort estimates, detailed task plan and implementation timelines. Deliver projects on time and within budget.
• Vendor Management - Manage multiple vendor relationships to review proposals, negotiate contracts and pricing, coordinate new installations and projects, ensure service level requirements, and to keep informed of new technologies or offerings. Recommend and negotiate the purchase of Contact Center and telecommunication products and services to meet business requirements, service level agreements, department needs, and project budgets.
• Policy, Measurement & Analytics - Develop, implement, and maintain policies and procedures for installing, designing, troubleshooting, repairing, and maintaining telecommunications equipment and applications and oversee research, evaluation and implementation of new technologies and capabilities. Assist in the development of departmental and project budgets including expense, capital, and resource forecasts. Develop operational policies and practices to maximize uptime and to ensure compliance with company and external compliance activities such as PCI, SOX, and do not call.
• Performs other duties as needed - Be accessible 24x7 to support the telecommunications engineering team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the Contact Center.

What You'll Bring:

• Bachelor's degree in computer science, Engineering or similar field and/or equivalent related work experience of at least 7+ years.
• CCaaS experience or certifications is preferred.
• Able to Achieve win-win outcomes; strong communication and organizational skills with an acute attention to detail; ability to manage multiple projects; efficient, organized, detail-oriented, good analytical, follow-through and decision-making skills.
• Cisco technical expertise of Voice and Contact Center Infrastructure and Applications
• Knowledge of Contact Center Call recording and analytics applications with a preference to cloud based solutions.
• Knowledge of Multi-Site configuration and hybrid of enterprise IP and TDM environments.
• Demonstrated ability to perform complex problem isolation within Contact Center and Voice environments.
• At least 2 years operational managerial experience in a fast-paced in a global company.
• Experience managing remote teams is required.
• Experience acting in a mentoring capacity to support the career development of direct report and other colleagues.
• At least 7+ years or more experience as a Telecommunications Engineer or Analyst with a strong Contact Center technology and voice service background is required.
• This position will require technical leadership, incident management, and design and deployment experience.

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
How You'll Be Rewarded:
We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.