• Managing Voice Service contracts and vendor relationships to ensure top-tier service and right-sized solutions
• Sustaining on-going knowledge of voice industry trends and providing recommendations for process improvements and procedural changes
• Displaying a customer obsessed service mindset when working with our Brands and internal customers
• Using creative and critical thinking to create solutions to problems

EDUCATION:

• Some college preferred or equivalent work experience
• Education in business and/or information systems
• Voice Certifications from Microsoft or Cisco preferred

EXPERIENCE (and other qualifications):

• 3-5 years of technical engineering experience in collaboration platforms from multiple vendors
• 3-5 years of Enterprise Voice administration experience with knowledge of Microsoft Teams Enterprise Voice or Cisco Webex Contact Center
• Webex Contact Center reporting or development experience preferred
• Experience in vendor management and internal customer service

Other Skills/Characteristics:

• Possesses exceptional interpersonal and communication skills, both oral and written. Ability to articulate ideas to both technical and non-technical audiences.
• Self-motivated, self-learner, high energy with strong organizational skills.
• A team player who favors a collaborative approach when working with internal and external providers with the ability to build trust with others through a commitment to the highest ethical and professional standards
• Advanced troubleshooting skills and methodology to determine root cause
• Mentor mindset when it comes to junior engineers and colleagues