Voice Service Delivery Manager Position Available In Monmouth, New Jersey

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking a talented Voice Services Manager to manage our customer’s day to day activities and our high-performing team of engineers within our Customer Care & Experience team. This position will prioritize and manage the activities of our voice VNOC and roadmap our service activities along with assisting in the escalation activities arising from the day-to-day operations of our service desk. This position is for 6 months at which time the customer can elect to renew this position. We are looking for an individual with strong managerial skills, technical skills and experience working in a dynamic environment that demands high-quality and efficient results to help develop, configure and deploy collaboration technologies and assist in enabling new ways of working in a hybrid work-from-home and office environment.

Roles & Responsibilities:

Assists the customer with design, development, configuration, and deployment of projects related to synchronous collaboration technologies such as Webex, UCM Calling, etc.

Interacts with IS managers and vendors to identify and evaluate new technology products for their services.

Partners with business users to elicit and translate business requirements into technological solutionsReviews business requests for system enhancements and undertakes cost evaluation, standards reviews, and prioritizationDeploys or upgrades the system or technical solution to meet business requirements for functionality and reliability. Works with the customer’s Principal Architect and Senior Manager to:

Align IS strategy and planning with the company’s business goals and objectivesProvide consensus-based, scalable, and adaptable solutions.

Establish relationships with internal and external partners to drive road maps from our existing platforms to integrate with emerging technologiesIdentify upcoming technologies and industry trends to propose new technology or upgrades. Writes and Maintains system documentation such as Admin SOPs, user guides, and Knowledge Base articles for common issues.

Works with Global Information Protection teams to evaluate the security of existing and new platforms, and assists with deploying solutions to remediate any identified security concernsWorks with operational teams and service providers to troubleshoot issues and fix problems that L1-L3 teams cannot solve.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Leadership & Supervisory Responsibilities:

N/ASkills & Abilities:

Direct experience with building, deploying or upgrading three or more of the following platforms:

Cisco UC (UCM, Unity, Webex Meetings, Control Hub, PCCE) Microsoft UC (Skype, MS Teams Meetings and Calling)Other SaaS/VCaaS Voice and Video systems (Zoom, Google Meet, Amazon Chime, GoToMeeting, etc)Other legacy video conference systems and codecs (Polycom RealPresence, Cisco CMS/TMS, Poly Trio, Cisco Roomkit)

Education & Experience:

Bachelor’s degree and 4 years’ experience as a Unified Communications Engineer or similar roleORAssociate’s degree and 6 years’ experience as a Unified Communications Engineer or similar roleORHigh school diploma / GED and 10 years’ experience as a Unified Communications Engineer or similar role

Additional Requirements:

Relevant UC and/or AV certifications (CTS-D, CCIE, CCNA, MS-740 Teams Support Engineer, or similar)Working knowledge of AV products such as Crestron, Extron, Cisco, Biamp, LG Displays (including DV-LED), and/or other similar products/brands. Knowledge of basic networking principals (DNS, ISE, QOS, AVB, Dante, Multicast, and other areas needed for successful deployment of new collaboration platforms and networked collaboration devices)Strong understanding of Microsoft Office including Outlook, Excel, PowerPoint, and Visio.

Experience with application security controls such as SSO/SAML, data retention policies, encryption, and firewall policies. Experience with one or more of the following scripting/automation tools: PowerShell, Python, VBA, Power Automate, UIPath, Experience with Agile methodologies and JIRAAbility to “think big” and challenge conventional wisdom regarding technology refresh and hype.

Comfortable with ambiguity and willing to take principled bets on new technology.

Strong organizational skills and understanding of the Project Management lifecycle.

Strong attention to detail to identify system design issues before installation.

Ability to establish, implement, and enforce appropriate IS standards to meet business requirements.

Valid U.S. driver’s license. Must be willing to complete background checks and drug tests as required by current or future contracts. Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.