Position Summary

As part of the Global Network Delivery team, this role has been created to manage legacy Corporate voice systems for Parker globally, to manage migrations from these systems to MS Teams VoIP, and to implement and support a modern Contact Center solution.

This role will require a high level of interaction with the business, internal teams and our key business partners to deliver solutions that meet our customers’ needs. Working in a highly collaborative environment and utilizing ONE1T principles, this role will be focused on supporting legacy telecoms solutions, on migrating sites to Microsoft Teams from legacy telecom solutions, and on implementing a modern and compatible Contact Center solution. 

This role requires excellent project management skills and the ability to effectively lead and manage our strategic delivery partners. Ensuring that documentation and procedures are up to date is also key, as well as encouraging members of the team to follow project standards.

Responsibilities

Relies equally on the ability to absorb and apply technical information and on extensive verbal and written (e-mail) communication with direct team members, local staff, divisional users and external strategic partners.

• Understand and support incumbent Voice solutions in North America

• Regular meetings with external partners to maintain incumbent solutions, track global incidents and resolve any issues relative to Parker systems

• Partner with the Business to drive the adoption of Teams Voice across the organization

• Partner with the business to drive the adoption of a modern integrated Contact Center

• Assist locations with assessment & information gathering of existing telephony solutions

• Assist with network readiness assessments for Parker sites

• Develop methodologies for delivering service improvements across all applicable areas

• Communicate with stakeholders and partners to resolve technical and business issues

• Facilitate post-migration support and troubleshooting activities

• Develop and execute test plans to check and monitor system performance

• Report on findings and make recommendations for improvement

• Creation of all related documents, including standards, RFP’s, policies and procedures

• Ensure all KPI’s and metrics are on target

• Collaborate with external partners to ensure that our environments remain secure, meet best practice and are well maintained

• Implement cost saving and process improvement initiatives for all relevant technologies

• Leveraging the knowledge in planning for process and performance improvement, providing technical consultation to various groups within Corporate / Divisional IT

• Strong communication skills, in both verbal and written form

• Flexible and able to adapt to a rapidly changing global environment

• Previous experience of managing MS Teams VoIP through external partners

• Previous experience on Contact Center solutions

• Strong understanding of service delivery with respect to Voice systems

• Good organizational and multi-tasking skills and the ability to prioritize

• Proven IT analytical and troubleshooting skills along with attention to detail

• Proven track record of managing projects of varying length and complexity

Positive, self-motivated individual who can complete tasks independently and who is keen to develop this role within the business

Qualifications

• Bachelor’s degree in computer science, information systems, or related area (or international equivalent)

• 5 years or more experience running in a 24/7 Voice/IT environment

• 5 years or more experience in voice systems, managing contracts, software and hardware elements

• Good understanding of the process for Teams voice migrations/transitions

• Experience with Microsoft Teams Phone, Direct Routing, Operator Connect, Calling Plans

• Experience with Teams Phone features: dial plans, call queues, auto attendants, E911

• Experience of analogue and paging systems and Telephony Infrastructure, SIP, PSTN, SBCs, number porting

• Experience with modern Contact Center solutions

• Knowledge of Openscape Voice and Open Scape Contact Center

• A solid understanding of Business Continuity and Disaster Recovery terminology and differences

• Strong project management skills

• Excellent customer service skills with the ability to deal with demanding situations

• Excellent communication, (written and verbal), and collaborative skills 

• Excellent organizing, planning and prioritization skills

• Excellent analytical, conceptual, and problem-solving abilities

• Ability to conduct research into emerging technologies and trends

Equal Employment Opportunity

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law.  However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Employees & Job Applicants U.S. Equal Employment Opportunity Commission