Telephony Manager
C3i Inc. (Wilkes Barre, Pennsylvania)

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Job Summary The role of the Telephony Manager is to ensure the stability and integrity of C3i’s worldwide voice network supporting 600 internal employees and over 35 clients through the call center. The Telephony Manager will participate with the planning installation, monitoring, maintenance, support, and optimization of all telecom hardware, software, and communication links within C3i’s five locations in Morristown and Denville NJ, Wilkes-Barre PA, Hyderabad India, and Sofia Bulgaria. Principal Responsibilities: (Essential Function) • Manage a domestic and international Telecom team consisting of two CTI application developers and two to four telecom engineers. • Coordinate strategic and tactical direction for telecom services with business leaders and vendors. • Analyze and resolve PBX hardware and third party connectivity issues in a timely and accurate fashion according to negotiated service levels. • Responsible for 24x7x365 telephony operations with regard to availability, latency, quality, response and resolution. • Plans, organizes, coordinates, and oversees daily operation of the telephony network. • Maintains inventory of equipment, code designs, and modifications. • Estimate project costs and prepare project plans. • Participate in Change Management, Incident Reporting, and Corrective Action / Preventative Action initiatives. • Compiles status reports of direct reports and submits summary report to the Sr. Director of IT. • Compiles Client telecommunication billing and presents a report to accounting • Schedules routine system maintenance. • Participates in the development and implementation of policies and standard operating procedures, (SOP) regarding telephony equipment, maintenance, and monitoring. • Develop strategic network planning, tactical operation planning, and the contingency operation plans. • Compiles detailed traffic analysis of carrier circuits to plan for spikes and determine if circuits can be removed due to inactivity • Participates in the negotiation, administration, and evaluation of contracts for telecom equipment and services. • Individual must be able to make quick, rational decisions when a crisis arises. • The Telephony Manager will possess a willingness to learn new technologies and apply them • Ability to lift, carry and install hardware in excess of 50 pounds. Job Requirements Beneficial Skills Avaya PBX Avaya IP Telephony Avaya Intuity VoicePrint (VPI) Call Recording Apropos (Syntellect) CTI Call Accounting Sonexis Audio and Web Conferencing Experience A minimum of 5 years of Telecom experience managing medium to large global telephony networks within a customer service environment. Education Bachelor of Science or equivalent certification/experience in one of the following: Computer Science, Information Systems, or Telecommunications. Transportation Individual must possess transportation to commute to New Jersey and Pennsylvania offices and will be on call 24 hours a day, 7 days a week. Working Relationships Ability to manage in global environment and foster a teamwork mentality. Travel Potential for domestic and international travel exists for training and vendor initiatives, and visiting one of C3i’s centers in India or Bulgaria. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Project Manament