Manager, Voice and Data Infrastructure

The Manager, Voice & Data Infrastructure is a high-level technical expert and thought leader in a team responsible for PGW's entire voice and data communication infrastructure (VOIP, LANWAN).The incumbent is responsible for, but not limited to, designing, implementing and maintaining systems and networks, performing cost benefits analysis, optimizing and enhancing telecommunications and data network facilities, and ensuring availability of mission critical network infrastructure. This position has telecommunications and LANWAN Infrastructure billing and budgeting responsibilitiesResponsibilities Include:Responsible for all internal and external voice and data communication systems, including PGW's Contact Center, fax machines, cellular phones, radios, GPS and data modems installed in PGW vehicles, CISCO switches, routers, firewalls, metro Ethernet, frame relay, etc., as well as related support systems like IVR, Workforce Management, Fulltime recording, Network monitoring and access control. Manage the installation of all new and replacement systems. Ensure service levels are consistent with current business needs and future requirements; involved in negotiating with vendors on upgrades and acquisitions. Forecast network capacity. Monitor and identify capacity and performance issues for voice and data communications traffic to ensure continued, uninterrupted operation of mission critical infrastructure. Assess the need for system reconfigurations. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. Generate telecommunications and LANWAN usage and inventory reports.Plan and prepare cost estimates for communication systems upgrades and maintenance contracts.Research emerging products, services, protocols, and standards in support of voice and data equipment procurement and development efforts. Interact and negotiate with vendors, outsourcers, and contractors to secure products and services. Administer and manage all Request for Proposals (RFP) and contracts for voice and data equipment and services. Oversee and implement the acquisition and installation of communications equipment.Manage and train personnel in the administration, maintenance and operation of all hardware and software associated with the various communication systems. Manage the coordination of direct reports in the preparation, documentation and participation in Disaster Recovery and Business Continuity initiatives. This includes the routine maintenance of offsite documentation and media required for the recovery process as well as preparation for and participation in Disaster Recovery tests and post-test reporting. Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed. Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable. Responsible for the telecommunications budget and for budgeting major communication items consistent with PGW's strategic and operating plans. Develop justification for all capital projects and monthly justification for all variances for the operating budget. Assist with the budget development process and manage the spending for area of responsibility for both operating and capital budgets.Determine the cost benefits and reliability of local and long-distance communications networks offered by regulated and non-regulated carriers. Determine what carriers and facilities are operationally acceptable to PGW and select the most cost-effective carrier. Recommend, design, and direct installation of all private network facilities such as TLSMPLS, fiber or microwave.Ensure all Telecommunication projects align with PGW and IS Strategic Plans; work with IS Senior Team to develop, monitor and maintain systems that ensure alignment throughout implementation of the project. Perform other special projects and assignments as directed.Qualifications:Bachelor's degree in business management, Computer Science, Information Systems or related area of study.CISCOMicrosoftInteractive Intelligence certification preferred.5 to 10 years related experience in the design, implementation and support of mission critical voice and data communication systems and network infrastructure, encompassing an environment like PGW's such as 300+ servers, 1200 desktops, 400+ Mobile LaptopTablets, 100+ seat Call Center, 1000 desk phones, 800+ Smartphones, Microsoft Lync Enterprise, Interactive Intelligence CIC.Expert knowledge of Networking Technologies, Network Protocols and CISCO hardware (Routers, Switches, Firewalls).Expert knowledge of VOIP Telephony.Effectiveness in all aspects of core technical skills. Excellent troubleshooting skills including the ability to quickly grasp complex technical issues.Ability to anticipate, identify and assess risk and take corrective action.Ability to effectively adapt to rapidly changing technology and apply it to technical infrastructure.Proven ability to work under stress or in emergencies.Flexibility to handle pressure coming from all directions simultaneously.Excellent customer focus and ability to manage client expectations.Excellent knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence.Ability to interact effectively at all levels of the organization.Excellent team-oriented interpersonal skills.Ability to establish and maintain a high level of client trust and confidence in the departments with knowledge of and concern for the client's business needs.Proficiency in documenting technical requirements.Excellent oral and written communication skills. Ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding.Ability to interact effectively at all levels of the organization.Excellent team-oriented interpersonal skills.Ability to establish and maintain a high level of client trust and confidence in the departments with knowledge of and concern for the client's business needs.Proficiency in documenting technical requirements.Excellent oral and written communication skills. Ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding.Ability to interact effectively at all levels of the organization. Knowledge of general office practices including but not limited to office administration, budgetaccounting principles, procurement. Supervisory skills with the ability to create a professional and constructive environment that fosters a team-oriented and customer service approach to day-to-day operations.Project planning and management skills with the ability to make operational decisions, monitoring progress and reporting results.An equivalent combination of education and work experience may be acceptable in lieu of a degree.

Created: 2024-10-19