Description

Key Responsibilities

• Develop and maintain detailed project plans, schedules, and work breakdown structures
• Manage multiple concurrent projects across cross-functional engineering, architecture, and operations teams
• Track and report project status, risks, issues, and milestones to stakeholders and leadership
• Oversee vendor relationships, manage escalations, and ensure SLA adherence
• Collaborate with Engineering and Architecture teams to validate designs and monitor implementation
• Oversee VoIP architecture including SIP/H.323, SIP trunking, dial plans, and PSTN integrations
• Drive contact center transformation programs covering IVR, ACD, call flows, and omnichannel capabilities
• Ensure QoS, high availability, redundancy, and disaster recovery for voice and collaboration platforms
• Monitor voice KPIs: MOS scores, system uptime, contact center SLAs
• Drive governance, compliance, and continuous improvement across all delivery phases

Required Skills

• Networking: Cisco switching/routing, Palo Alto firewalls, WAN/LAN/SD-WAN
• Unified Communications: CUCM, Cisco Unity Connection, IM & Presence, Webex
• Contact Center: Amazon Connect, Cisco UCCX/UCCE, IVR, ACD, Omnichannel
• VoIP: SIP, H.323, SIP trunking, QoS, dial plans, PSTN integration
• Project/Program Management: project plans, WBS, risk management, milestone tracking
• Vendor Management: SLA oversight, escalation management, accountability

Preferred Skills

• Experience with CCaaS and cloud-based collaboration platforms
• Familiarity with UPS systems and supporting infrastructure
• Strong presentation and executive communication skills
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Key Skills

Education

Any Gradute