Telecommunications Manager

SUMMARY

Responsible for planning, developing, implementing, and maintaining all aspects of Voice infrastructure, Telco Vendors, Contact Center, unified Communications and IVR for a natural gas utility company.

PRIMARY RESPONSIBILITIES

• Manages telecommunications staff consisting of Senior Voice analyst, contractors, and vendors to ensure proper handling of all service related issues, end user support, and timely execution of all new service requests.
• Engineer and implement solutions for the contact center, voice and transport systems, and data networks.
• Responsible for management, upgrades, and maintenance of all voice systems, call center equipment, cellular devices (cell phones, modems, Iphones, Tablets, and air cards)
• Responsible for installation, management and maintenance of all voice, data, and transport circuits.
• Engineer and implement disaster recovery processes and business continuity procedures for re-establishing connectivity to contact center, data and voice networks, and gas control system.
• Manage the performance of direct reports including the implementation of training and development programs.
• Ensure quality standards are met for all voice and Help Desk KPI’s
• Research industry developments and trends and apply best practices to ensure PNG business and customers are effectively supported.
• Manage O & M and Capital budget for Voice Network and Help Desk

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QUALIFICATIONS

• Extensive knowledge of voice and data networks, contact center technologies (ACD, PBX and Reporting, Advanced Analytics, workforce management), various voice protocols and procedures, transport systems
• Strong business acumen including contract interpretation, cost analysis and budgeting
• Progressive management skills
• Strong communication skills (verbal and listening)

• Knowledge of public utility rules, requirements, and guidelines
• Change management knowledge
• Strong project management skills

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Electrical Engineering, Computer Science or equivalent required. Demonstrated related experience may be substituted for preferred education.
• Minimum seven years voice network experience.

• Valid driver’s license and ability to drive Company Vehicles.

Job Type: Full-time

Pay: $100,000.00 – $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Morgantown, WV: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• telecommunications: 7 years (Required)

Work Location: Hybrid remote in Morgantown, WV