Manager - Voice Telecommunications/PBX Operations

Title: Manager - Voice Telecommunications/PBX Operations

Highlights
AIG Job ID: SUNBGCWWH2006
Position Type: Full Time - Regular
Location: CA-Woodland Hills
Relocation: No

Requirements
Education: Bachelors
Experience: 10+ years

Description:
We have a Telecommunications Manager opportunity in our Woodland Hills, CA office. In this role, you will be overseeing the transition from time domain multiplexing technologies to voice over IP (VoIP) and IP Telephony on Avaya PBXs in our Woodland Hills and Century City locations away from the current Nortel/Genesys environment.

The manager will be working with our internal networking staff as well as AIG?s corporate telecommunications departments on coordinated dialing plans and trunk optimization with both VoIP and standard T1 technologies.

As we are in the process of migration, the candidate will be responsible for the smooth transition and operation of the new systems as well as providing technical expertise to four other remote sites with other dedicated telecommunications staffs.

WHAT YOU WILL BE DOING:

? The Manager supports, and provides the primary interface to, the Service Center Management team for all intelligent/skills based routing requests and voice treatements. A thorough understanding of call center operations, metrics management and hands-on experience with skill set assignment/management, least cost routing, call recording, and workforce management is required. This position also requires a fundamental understanding of carrier contract analysis, engineering, and design as it pertains to a multi-site, multi-switch environment in a national network.

? The manager Coordinates with the Real Estate, Service Center, Desktop Support, and Help Desk staffs for adds, moves, and changes for both the Service Center and Corporate users.

? The manager manages a staff of 4 professionals whose responsibilities include the implementation of the technologies noted above, provides strategic and tactical direction, and coaches employees for growth and improvement.

? The manager needs have a technical vision of the environment, knows how to achieve efficiencies in operations, and understands how to communicate that vision to management in business, not technical terms.

REQUIREMENTS:

Education ? Bachelors Degree

? Skills ? 10 years experience with 2,000 user, multi-site, heterogeneous, telecomm environments spread out across multiple states; and, at least 5 years of management experience.

? Outstanding verbal and written skills are required. An understanding of how to deal with and manage conflict is essential to the success of this position.

About AIG:
American International Group, Inc. (AIG) is the world's leading international insurance and financial services organization, with operations in more than 130 countries and jurisdictions. AIG member companies serve commercial, institutional and individual customers through the most extensive worldwide property-casualty and life insurance networks of any insurer. In the United States, AIG companies are the largest underwriters of commercial and industrial insurance and AIG American General is a top-ranked life insurer. AIG's global businesses also include retirement services, financial services and asset management. AIG's financial services businesses include aircraft leasing, financial products, trading and market making.
AIG's growing global consumer finance business is led in the United States by American General Finance. AIG also has one of the largest U.S. retirement services businesses through AIG SunAmerica and AIG VALIC, and is a leader in asset management for the individual and institutional markets, with specialized investment management capabilities in equities, fixed income, alternative investments and real estate. AIG's common stock is listed in the U.S. on the New York Stock Exchange and ArcaEx, as well as the stock exchanges in London, Paris, Switzerland and Tokyo.

AIG is an Equal Opportunity Employer.