Manager Unified Communications

The Opportunity

• Provide day-to-day leadership to Unified Communications Operations team.
• Provide operational support for voice infrastructure and services.
• Provide updates on projects and incidents to Manager Voice Operations.
• Perform duties within a team environment in an effective manner.
• Ensure compliance with processes and procedures.
• Ensure that required operational metrics and SLAs are achieved.
• Perform as an escalation point for customer faults and other team members.

What you’ll be doing

• Provide day-to-day support to team members for operations of all voice infrastructure and services.
• Provide escalated technical support, troubleshooting and fault rectification of technical issues related to Unified Communications and provide timely updates to management as required
• Ensure the team provides timely, complete and accurate responses to requests, tickets and faults.
• Ensure team members complete all compulsory training courses
• Ensure all voice and customer service documentation is current and accurate and update as required
• Participate in Major Incident stand ups as required
• Schedule and manage operational & engineering project work
• Liaise with vendors as required
• Ensure UC platforms are kept on supported releases
• Provide design input for Voice related projects as required
• Provide high quality knowledge sharing within the team.
• Ensure compliance and provide ongoing feedback on ways to improve process and procedures
• Maintain a safe work environment and comply with relevant safety requirements.
• Participate in a 24/7 on call roster if desired, being an additional escalation point as required
• Provide assistance and mentoring to Senior Voice Engineers and Voice Engineers
• Provide project updates to Manager Voice Operations as required
• Ensure adequate resourcing via leave management for ongoing projects and BAU activities
• Management of change requests
• Work with other voice and associated teams (eg. IP networking, provisioning, billing etc) as required for project and/or fault situations

What you’ll bring

• Demonstrable high level of technical expertise in a Unified Communications environment – Class 5 softswitch, SBC and associated platforms
• Demonstrable high level of technical expertise in interpreting and troubleshooting IP Voice Signalling Protocols
• Demonstrable working level of technical expertise with IP Networking.
• Demonstrable problem solving skills with Voice Technologies.
• Demonstrable reporting and written skills.
• Excellent organisational skills.
• Excellent time management skills.
• Excellent interpersonal and communication skills.
• Ability to manage a geographically dispersed team
• Demonstrable high level of technical expertise with Broadsoft, SBC’s and other UC related platforms
• Knowledge of Change Management processes
• Vendor management
• Demonstrable fit with the Vocus culture.