27 days old

Unified Communications Director

Abbott
Abbott Park, Illinois

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

SUMMARY:

Abbott seeks a director level professional to join the Abbott IT Infrastructure Services team, responsible for voice telecommunications infrastructure, applications and services. This individual will lead teams that design, implement, support, and manage complex voice infrastructure, contact center voice systems, services and solutions across multiple technology providers (Avaya, Cisco, Five9, Carriers).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide leadership, management and direction for voice infrastructure team.
  • Organize resources and manages budget to support the goals, strategies, projects, and operational needs of the team supporting unified communications teams.
  • Maintain the goals and supporting strategies for the voice infrastructure teams, ensuring the voice infrastructure is aligned with all aspects of resources, budget, and business direction.
  • Provide leadership with respect to the architectural design, installation, and configuration of logical and physical contact center voice systems and services to meet the functional objectives of the business.
  • Lead teams and resources that design, implement and support onsite and remote contact center infrastructure in a primarily Avaya environment - Dial plans, PBX, gateways, Avaya communications manager, Avaya Session Manager, and Cisco integrated systems and software.
  • Provide leadership to align business with on premise or cloud solutions for unified communications needs.
  • Collaborate with Abbott business units and stakeholders to analyze and translate business requirements into engineering designs, implementations, and operations to support the business on an ongoing basis.
  • Provide technical direction and guidance regarding technology and proposed upgrades to equipment and leads feasibility studies and technology evaluations to benefit Abbott
  • Contribute to Vendor Management of partners and managed service providers

    REQUIRED SKILLS:

    • 10+ years previous experience managing of a team supporting voice infrastructure.
    • 7+ years of experience with Avaya call center technology, voice systems and voice networks
    • 10+ years managing voice infrastructure and unified communications technology, including expert experience with Avaya contact center platforms and integrations with contact center business tools and applications (WFM, IVR etc), expert level experience with Avaya Communication Manager, Avaya Application Enablement Services, Avaya Session Manager, Avaya Call Management System, One X Agent & Communicator), Cisco Call Manager, Cisco UCS platform, Cisco IOS gateways, and Cisco Unified Communications Manager.
    • Strong knowledge of IVR systems, programming and integrations
    • Strong working knowledge and experience working with SIP (Trunking, Protocols, and communication methods), specifically to set goals and strategies to support the business needs for cost and function.
    • Demonstrated experience with local and long-distance carrier circuits, configuration and routing, including management of toll-free and DID numbers
    • Working knowledge of Basic Cisco IP networking and QOS as it applies to voice and contact center applications, specifically to provide strategy and direction for unified communications needs.
    • Ability to manage and prioritize complex, changing workloads in a challenging technical environment.
    • Capacity to quickly absorb new concepts and technologies and apply that knowledge to current efforts and plans, especially cloud-based solutions provided by external partners and suppliers (e.g. Five9).
    • Strong documentation skills.

      Education:

      • BachelorĂ¢€™s degree (Required)

        Experience:

        • Organization management: 10 years
        • Avaya: 7 years (Preferred)
        • Cisco: 2 years (Preferred)
        • Five9 or equivalent cloud contact center: 1 year (Preferred)
        • Cloud voice infrastructure: 1 year (Preferred)

          ","industry":"Healthcare","title":"Unified Communications DirectorDivision: GIS Global Information Services
          Travel: Yes, 15 % of the Time
          Medical Surveillance: No
          Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Categories

Posted: 2020-07-10 Expires: 2020-08-09

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Unified Communications Director

Abbott
Abbott Park, Illinois

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast