Senior Manager Telecom

As Senior Manager of Telecom, you will be responsible for leadership of the Telecom Services Team at Tenerity. You will be managing a global team of experienced analysts supporting the enterprise telecommunications platforms.

This is a hands-on and dynamic role, leading and executing Tenerity’s customer facing Contact Centre omni-channel platforms and corporate telephony technologies. Customer attunement – a passion for improving the technology supporting the customer experience, and proficient stakeholder management are essential traits to be successful in this role.

We are looking for a technically-skilled individual with a focus for detail, sense of urgency, and a tenacious mind-set to overcome obstacles for this unique opportunity to work within the Global IT Infrastructure group at Tenerity.

We’ve adopted a Hybrid way of working, for our people to balance their time between home and other offices in a way that works best for them, their team and our customers.

What to expect …

• Maintain enterprise Contact Centre and corporate telecommunications systems
• Design, configure, enhance, and test platform elements including call routing, IVR scripting, hours of operation, address book transfers, to meet business requirements.
• Manage telecommunications toll free and DID number portfolio, port orders, documentation, and ongoing utilization review for operational and cost efficiencies.
• Provide responsive triage and support for operational tickets, including call quality, moves/adds/changes, call recording requests, headsets, and carrier faults.
• Provide technical leadership to team to effectively support telecommunications systems, including engaging cross-functional teams to provide appropriate expertise (API development, database, storage, and networking support).
• Work closely with senior leadership to manage internal stakeholders and vendor relationships, to review and maintain ongoing service levels and costs.
• Collaborate with stakeholders to ensure efficient operation of the Contact Centres, act on client feedback, and collaborate on designing and implementing new solutions for our clients.
• Update and review operational policies and procedures, and business continuity and disaster recovery documentation.
• Support, design, and participate in Disaster Recovery exercises.
• On Call rotation required.

About you …

• Number of years of telecommunications industry experience, supporting omnichannel Contact Centre technologies
• People management experience, providing leadership for meeting deliverables, achieving goals, and promoting individual professional development.
• Number of years of experience maintaining Verint Email / KANA Response is strongly preferred. Includes administration of mailboxes, rules and templates, HTML, XML, and troubleshooting.
• Strong knowledge of telecommunications best practices and concepts including ACD, CTI, IVR and how each applies to NICE InContact CXone platform components (MAX, ACD, Softphone, Inbound, Outbound Dialer)
• Number of years experience maintaining Avaya PBX and ACR/NICE Call Recording is preferred
• Experience supporting a global enterprise and regulatory requirements including PCI, GDPR, and CCPA.
• Strong technical knowledge associated with enterprise email systems is preferred. Includes O365, email routing, DNS, SMTP, DKIM, DMARC, SPF.
• Experience with Toll Free and DID numbers, and telecom carrier portals.
• Experience with Microsoft Teams Operator Connect or Direct Routing a plus.
• Proficiency in Microsoft Office suite, Jira, Confluence, and ServiceNow.
• Able and willing to travel occasionally within UK and international.
• Bachelor’s degree in Telecommunications, Information Technology, Engineering, Computer Science or related discipline, or an equivalent combination of education and experience in contact center operations.

About Tenerity:

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Established in the UK in 2007, Webloyalty has since expanded into Ireland, Netherlands, France, Belgium, Spain and Brazil. In 2011, Webloyalty merged with Affinion Group (based in the US), a global leader in customer engagement and loyalty solutions with over 40 years’ experience. Since then Affinion has rebranded to Tenerity and has over 2,000 partners worldwide, including many of the largest and most respected companies in the financial services, retail, travel, and ecommerce sectors.

Every company today talks about supporting diversity and inclusion. But at Webloyalty, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.