Network Manager

The Network Manager is responsible for managing, monitoring and maintaining datacenter and telecom systems to ensure continuous operation for all CCS call centers in Norwood, Portsmouth, Salem and Santo Domingo.

ESSENTIAL FUNCTIONS:

• Oversees all call center telecom and networking needs for 400+ blended agents and mixed technologies including VPNs, SIP/VOIP, network hardware/software, switches, routers, and firewalls.
• Manages telecom carriers, PBX and other vendors ensuring all systems are up to date and are the appropriate technology for IT road map.
• Solicits quotes and proposals from competing vendors to ensure technology is best in class and fiscally fit for the organizations.
• Proactively monitors all systems ensuring call center is functioning as designed and is on call 24x7 for any emergencies or maintenance as they arise.
• Manages corporate wireless account, control costs for all networking and telephony including monthly checks of billing and account accuracy.
• Works closely with CIO, ISSM, Network Engineer, Dialer Team manager, and Telecom Admin to ensure all platforms are operating as designed.
• Manages maintenance accounts for Data Center equipment, switches, firewalls, and routers and ensures regular PMs are performed as required.
• Oversees Avaya elite agent routing, MAC work, AAM administration as well as all trunk programming and integration with IVRs, Dialers, and other platforms such as AES administration.
• Some travel between offices may be required.

QUALIFICATIONS:

• 15+ years of experience working in a large call center environment with a solid working knowledge of Cisco, and Juniper switches, routers and firewalls.
• Must have extensive networking experience with SIP/VOIP, network hardware/software, VPN, LAN/WAN, SIP, as well as, session border controller knowledge.
• Datacenter management experience including power, cooling, fire suppression and structured cabling required.
• Excellent customer service, positive attitude and vendor management experience required.
• Must be able to learn new technologies to ensure organization stays up to date with
• Must have reliable transportation to be able to travel to all 3 of our New England offices.
• Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change.
• Strong organizational and troubleshooting ability
• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATION REQUIREMENTS:

• Bachelor’s Degree in Information Technology or related discipline is preferred, or commensurate experience.
• High School diploma is required.