Voice Cloud Infrastructure Manager

The Rector & Visitors of the University of Virginia
$125,340.80 - $200,553.60 Annual
United States, Virginia, Charlottesville
1215 Lee Street (Show on map)
Jan 16, 2025
We are seeking a skilled and experienced Voice Manager to oversee the implementation, maintenance, and optimization of our Genesys and Zoom contact center solutions. The ideal candidate will have knowledge of these technologies, exceptional leadership abilities, and a proven track record of successfully managing complex contact center environments. In this role, the incumbent can expect: 1.Implementation and Configuration: Lead the implementation and configuration of contact center solutions, ensuring alignment with business requirements and best practices. 2.Performance Optimization: Continuously monitor and optimize system performance, identifying areas for improvement and implementing solutions to enhance efficiency and effectiveness. 3.Technical Support: Provide technical support and troubleshooting assistance to resolve issues and ensure the smooth operation of voice systems. 4.Team Leadership: Lead and mentor a team of administrators and engineers, fostering a culture of collaboration, innovation, and excellence. 5.Vendor Management: Manage relationships with vendors and service providers, ensuring effective communication, collaboration, and adherence to service level agreements. 6.Documentation: Maintain comprehensive documentation of configurations, processes, and procedures, ensuring accuracy and accessibility for the team. 7.Compliance: Ensure compliance with regulatory requirements, industry standards, and organizational policies related to Genesys systems and contact center operations. Assists in strategic direction setting and aligns engineering teams' efforts with leadership's strategy. Manages the development and deployment of comprehensive end-user computing solutions Fosters adherence to service levels standardspolicies and procedures. Prioritizes attentiveness to meeting external and/or internal customer needs. Models effective communication and collaboration skills / behaviors. Takes action to achieve measurable results. Supports innovation and organizational change to improve effectiveness. Develops talent and coaches peers and others to develop their capabilities and sustainable life balance. In addition to the above job responsibilities, other duties may be assigned. Position Compensation Range: $125,340.80 - $200,553.60 Annual MINIMUM REQUIREMENTS Education: Bachelor's degree required Experience: 3 years' experience required. Licensure: May require a valid Virginia Driver's License (VADL). PHYSICAL DEMANDS This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs. The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.