Director of Telecommunications

Provide strategic direction and leadership for Telecommunications Technologies and operations within the North Central Division. Partner with business and corporate Telecommunications partners to influence and shape the direction of telecommunications technology initiatives, and thus provide effective solutions. The Director is also responsible for leading local technology projects for internal customers including Customer Care, Dispatch and administrative users on all Voice technologies, (IVR, ACD, Voicemail and Dialer) and fully leveraging these technologies to drive first call resolution and ultimately continuous improvement of the customer experience.
The director is accountable to form partnerships with the technology vendors to ensure North Central Division is always informed of the system issues, changes, and enhancements.

Direct staff of Managers and technical staff including manager Telecom service and Manager telecom technical services 40%

Provide design, implementation planning support for the Enterprise Call Center technical infrastructure including IVR, CTI, Call coaching, work force scheduling, predictive dialer.40%)

Build and manage vendor relationships, including service and maintenance providers. Negotiates contracts with vendors including terms and pricing. 10%

Work with vendors and corporate technical experts to align Division initiatives with corporate directives.(10%)

Punctual, regular, and consistent attendance.

QUALIFICATIONS:

- 8+ years Telecom experience
- 8+Routing experience with IVR/ACD applications, call flows, and scripting.
- 5+ years managerial experience with project management experience, in a complex, multi-call multi-skill center environment
- Excellent problem solving skills, and creative thinking abilities.
- Self initiated troubleshooting and follow through abilities.
- Ability to think strategically, assess and recommend solutions for short and long term impact.
- Proven verbal and written communication skills.
- Ability to work independently as well as support a team environment.
- Established organizational, analytical, and problem solving skills with the ability to handle multiple assignments and meet deadlines.
- Ability to work across and within business groups; forming organizational consensus on issues
- Skilled at troubleshoot voice system applications and problem resolution
- Self motivated and proactive
- Ability to initiate, build and manage vendor relationships
- Demonstrated leadership and team building skills.

- 4 year college degree or equivalent experience required.

Comcast is an EEO/AA/ Drug Free Workplace

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=506061-3-513