Telco Manager VoIP/SIP

ATG’s software and on-demand solutions power the world's top brands e-commerce Web sites enabling them to attract prospects; convert them to buyers; and offer stellar ongoing customer care. Both Forrester Research and Gartner have picked ATG as the top e-commerce platform on the market.

At ATG, you'll find the spirit, energy, and vision of a high-tech startup combined with the stability, track record, and enviable client base of an industry veteran. ATG e-commerce software powers more of the top 300 Internet retailers than any other vendor. Our client list includes Best Buy, Disney, OfficeMax, Nike, American Airlines, BMW, Eastman Kodak, Ford Motor Credit, Barclays Global Investors, HSBC, J.Crew, Sun Microsystems, CVS, Walgreen Company, and Wells Fargo.

 

Since its founding in 1991, ATG has enabled companies around the globe to enhance and improve the entire customer lifecycle experience. We are headquartered in Cambridge, Massachusetts, with additional locations throughout North America, Europe, and Asia.

 

For more information about ATG, please visit our Web site at www.atg.com

 

This position is responsible for the planning and procurement of all network voice and data telecommunications at ATG, both in provisioning for our OnDemand offerings and for use by worldwide staff.  This role plans capacity based on business forecasts and plans, defines standards, negotiates pricing and contracts, measures vendor performance and ensures adequate levels of service in four broad areas while also providing hands on support to ensure the stable operation of the organization’s assets.

 

Voice

 

Our OnDemand offerings include the eStara-branded Click-to-Call, Click-to-Chat, and Call Tracking services, which make extensive use of IP telephony protocols including VOIP, IP-PBX, SIP, and IP QoS.

 

The eStara application also provides SIP-based phones to a number of employees, primarily in the Reston and Paris offices. 

 

Our corporate offices utilize a combination of Avaya IP Office and Cisco VOIP enabled switches.

 

Data

 

All staff offices and hosting co-location sites have dedicated Internet connections and are fully meshed via IPSec VPNs to the other sites.  Many sites have multiple carriers for high availability.  We also have LAN-to-LAN connections to several offshore partners.  WAN accelerators are employed in locations where significant populations of software developers are at work.

 

Mobile devices

 

We have corporate agreements in place in the US and in Europe with a single carrier to provide for pooled minutes and corporate oversight of usage.

 

Web and audio conferencing

ATG makes extensive use of web and audio conferencing, employing a single vendor worldwide.

 

RESPONSIBILITIES

 

 Configure telephony systems to ensure their smooth and reliable operation for fulfilling business objectives and processes.Monitor system performance and troubleshoot problem areas as needed.  For example, test SIP interoperability between vendors and our proxies, and update the proxy routing based on call quality, value of customer, port availability, and least cost vendor.Plan, acquire, and coordinate installation of in-house and remote hardware and software across the organization’s network.Maintain a database of all telecommunications contracts and expiration dates.  Establish process to routinely re-bid for services to ensure that ATG is always receiving the best rates available.Effectively manage all aspects of the circuit (voice and data) provisioning process.Design and implement short- and long-term projects and strategic plans to be certain that network capacity future requirements.Manage and ensure optimal operation of all telephony hardware and equipment, including PBXs, key systems, and gateways.Research and recommend network/telephonic products, services, protocols, and standards in support of network/telephonic procurement and development efforts.Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent network activities.Keep accurate asset records, including maintenance of system component inventory and related documentation.Create and maintain documentation as it relates to telephony configuration, network mapping, processes, and service records.Monitor, test, and report on network/system performance and statistics.  Pursue corrective actions and SLA credits when vendors fail to meet contract requirements.

 

QUALIFICATIONS AND EXPERIENCE

 Four-year university degree or college diploma in the field of computer science and/or 15 years equivalent work experience.  Technical certifications a plus.Extensive experience with IP telephony protocols especially VoIP and SIP.Broad vendor management skills in both US and European contract negotiation.Proven experience with network/telephonic capacity planning, network/telephonic security principles, and general network/telephonic management best practices. 5 years experience managing and configuring enterprise-wide VOIP enabled networks.Knowledge of current protocols and standards.Experience installing network cabling and patching telephony systems.Strong interpersonal, written, and oral communication skills.Able to conduct research into networking issues and products as required.Ability to prioritize and execute tasks routinely, making sound decisions in crisis situations.Highly self-motivated and directed, with strong customer focus.

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