| Job Category : | Management |
| Company Name: | International Paper |
| Position Name: | Voice Services Manager |
| Location : | 3232 Players Club Pkwy, Memphis, TN 38125 |
| Job Description : | What if you were given the opportunity and responsibility to make a difference? It is time to embrace your Infinite Possibilities. This is your opportunity to be part of International Paper, a Fortune 500 company and global leader in paper and packaging products. IP is known for our commitment to the environment and to cutting-edge technology. We have spent more than 100 years creating new ideas, and we are looking for people who can collaborate to help us build on our history, while creating future success. We are committed to attracting, preparing, promoting and supporting our teams. At International Paper, you control your destiny. We offer benefits, challenges, global opportunities and total rewards. When we say Infinite Possibilities, we mean it. Purpose: This position/role exists to: Manage, direct, and lead a team of IP Telephony (IPT) operations and support staff in the daily delivery of IPT and legacy voice phone systems and circuit support and services used by employees in specific legacy voice and IPT enabled facilities/businesses, worldwide. The IPT technologies include Cisco Call Manager, Unity Voice Mail, SIP Trunking and Session Border Controllers (SBCs or Cisco CUBEs), Telepresence/Video, Jabber application). Plan, design, install and maintain voice services that support enterprise voice communications. Lead Customer Contact Center technology efforts providing support to all contact centers using voice technology. The key customers of this position include but are not limited to: All IP employees in all IPT enabled facilities across all businesses (Globally) that utilize IPT communications technology. All locations with legacy telephone systems/circuits and voice network services. Internal (IT Service Desk) and external customer-facing contact centers for customer service management. Supporting Global Telecom Delivery Management team in IPT deployment of new and upgraded sites. The key actions, outputs, deliverables, products and services include: Oversee the IPT Services team day-to-day priorities, schedules, activities. Establish and maintain Team objectives and set priorities for the delivery of IPT services, support and projects. Coordinate all aspects of IPT service delivery (Support, Installs, Moves, Adds, Changes, and Deletions). Support the identification, establishment and sustainment of IPT system Service Levels. Support the development and maintenance of IPT system standards, policies and procedures. High quality, reliable, stable, and persistently available IPT system technologies and services. Facilitate expansion, deployment, refresh, etc… of all supported IPT system implementations. Execution of standard, repeatable and business adaptive processes for the delivery/support of IPT services. Services: Legacy Voice Systems and IPT Telephony (Cisco Call Manager, Cisco Unity Voicemail, Telepresence/Video, Jabber Instant Messaging & Presence, Contact Center Technology, Voice Network, SIP Trunking and Border Elements (CUBE), E911, Performance Management and Monitoring) Key Accountabilities: The key Accountabilities (outcomes) and Actions of this position include: Management, administration, maintenance and support of all Voice Services technologies and services (end-to-end). Create, maintain, and track all budget requirements for the Voice Services personnel and activities Manage, track, and assist with any voice services invoicing or billing issues/concerns, and assist remote locations with any local voice services/invoicing/billing issues or concerns Submit, manage, approval all purchasing (PO requests) requirements for the team Lead staff (and as applicable, facility management) regarding all IPT service and project activities. IPT Technologies include Cisco Call Manager, Voice Mail, Cisco CUBE (SBCs), Telepresence/Video, and Jabber. Capacity Planning. Maintain applicable facility, campus and/or Enterprise Service Levels (SLAs) (aligned with vendor SLAs). Development and execution of applicable Enterprise IPT standards and support processes. E911 Intrado emergency notification system for guards, facility services and 911 emergency services. Responsible for communications to end users for system changes, incident communication, etc. IPT Consultation, cost/benefit analysis and initiation of new IPT projects Monitoring & Reporting. Also other reporting requirements such as Quarterly Operations Report, QR16, Metrics, Headcount, Factoids, etc Inventory Management. Participate in / support all applicable Disaster Recovery / Business Continuity solutions and exercises. Departmental / Staff Management Delineate and manage the differing functions of Sr. and Jr. Level Engineering, provisioning and support roles. Objective development; staff engagement activities; IPT budget; projects; 1:1s; CSAs; merits planning Demonstrate practical use of The-IP-Way Forward and all Human Resources people development processes and activities. Strategy and Innovation Leadership Champion the integration of IPT technologies into enterprise systems/applications as required. Assist with development of IPT system strategies and objectives that align/enable/support IP Business. Major/Primary Activities: Staff Management; Budgeting; Support (RFS & Break/Fix); Provisioning; Reporting; Monitoring; Metrics; Vendor Management; Contract Management; Purchase Order Submissions; Maintenance; Licensing; RFPs; Billing; Chargebacks; Disaster Recovery; Consultation. Key Challenges: The external environment, including technology, competition, markets: Proper visibility (and application within IP) of declining, current and emerging voice technologies. Responding to unplanned and on-demand Voice Services technology needs, failures, and degradations. Managing service reliability and availability across multiple technologies and geographies across multiple vendors. The internal environment, including interaction with others, (both inside and outside the company) policies/practices: Ensuring Enterprise visibility and common global use of all applicable IPT systems technologies and services. Reporting of common business aligned metrics that demonstrate the quality, reliability, value and use of IPT systems. Managing to (and delivering on) high-expectations around quality, reliability and availability of IPT solutions/services. Maintaining a working knowledge of all IPT activities/functions throughout the enterprise. The work itself, e.g., problems, opportunities, change: Identifying, documenting, measuring, and maintaining common processes and communications across Telecom teams. Maintaining staff expertise in alignment with changing / accelerating IPT technology capabilities. Aligning IPT technology capabilities (and limitations) with the needs of IP customers and businesses. Continued maturation and improvement of all IPT systems enabled technologies, services and processes. Delivery of technology to our customers fast enough to capitalize on any perceived competitive advantage. Knowledge and Experience: The qualified candidate will have: A Bachelor’s Degree in Information Technology or a related discipline is preferred, or in lieu of a degree, 5+ Years in IT Management and 3+ years in Voice Services/IPT management support. 7+ years of Voice Services technologies and operational experience. 5+ years direct IPT systems technologies, services and operational experience. 2+ years of experience with International Paper (desired). Demonstrate quality written and verbal communication skills at Technical and Managerial levels. Demonstration of the following competencies: Building Effective Teams; Business Acumen; Customer Focus; Decision Quality; Developing Direct Reports; Managing and Measuring Work; Budget Management; Political Savvy; Process Management; Technical Savvy; Written Communications. International Paper is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. |