Regional Technology Manager - Southeast

 ACCENT Marketing is provides domestic and offshore customer relationship management solutions including: contact center, fullfillment, data anslytics, direct mail and marketing services.  We are seeking a leader for our technology group in our southeast contact centers located in central Florida. 

 

Summary/Objective

The contact center Regional Technology Manager is responsible for all voice and data technology and technology staff in the contact centers in their region. Responsibilities include ensuring consistent voice and data system availability, integrity, and security. They also include ensuring ACCENT?s call center technology and technology employees are meeting the business needs of the company, its employees, and its clients.

 

Essential FunctionsResponsible for the technology in the contact centers, including voice circuits, telephony systems, data network circuits, LAN, WAN, servers, desktops, and applicationsEnsure consistent technology and service delivery across their region, and between regionsWorks with contact center management and staff, uses business knowledge, ACCENT operations knowledge, and technology knowledge to ensure that business goals are met by the technology departmentWorks with ACCENT?s clients to ensure client needs are metResearches and recommends ways to improve technology service deliveryEnsures technology problems are resolved in a timely manorEnsures business continuity and disaster recovery plans are in force in the contact centersLeads contact center technology projects and implementationsActs as subject matter expert or project team member for contact center projects that include technologyEnsures that corporate policies and procedures are implementedManages contact center Technology ManagersInterviews, hires, trains, mentors, and coaches direct reportsCreates goals for direct reports and ensures those goals are metConducts regular performance reviewsProvides guidance and planning for employee developmentPerforms corrective action when necessary Performs other duties as assigned by manager

 

Knowledge, Skills and AbilitiesKnowledge of telephony technologies such as ACD, PBX, call routing, DID, automatic dialers, call recorders, and IVRVoice and data circuits technologies such as T1,  DS3, and ISDNKnowledge of data network design and technologies including TCP/IP, DNS, WINS, VLAN, Routing, OSI Model, IDS/IPS, SNMP, Frame Relay, MPLS, VPN, Ethernet, encryption, SSL, UTP cabling, fiber optic cabling, and emerging network technologies.Knowledge of network equipment such as routers, firewalls, hubs, switches, and wireless networkingNetwork troubleshooting skills and experience with common software tools for troubleshooting such as ping, trace route, arp, nslookup, etc.Knowledge of network security practices and technologiesFamiliarity with EIA/TIA/IEEE standards including 802 and 568 standardsKnowledge of data communications cablingKnowledge of Microsoft networking and Microsoft server operating systems.Familiarity with Microsoft SQL Server, IIS server, Exchange server, and other enterprise systemsKnowledge of Internet standards and technologiesMust have excellent verbal and written, English communication skillsMust have good business skills, including familiarity with regulatory compliance, writing policies and procedures, and project managementMust be an expert with common office software including Microsoft Windows, Word, Excel, Access, and Visio.Knowledge of NEC (National Electric Codes), NFPA (National Fire Protection Association), OSHA (Occupational Safety and Health Administration), and other regulations of the Authorities Having Jurisdiction

 

Supervisory responsibilities/Accountabilities

The Regional Technology Manager?s responsibilities will directly impact mission critical business processes. They will work with a high degree of autonomy and be expected to manage their time and responsibilities with minimal supervision. They will manage non-exempt technology staff.

 

Minimum Qualifications This position requires a college degree and 2 years of professional, related work experience Applicable education or professional experience may be substituted for a college degreeExpert computer skills are requiredCall center experience is requiredCustomer service experience is highly desiredA valid passport and ability to travel abroad

 

Success Factors

A successful Regional Technology Manager will (be):Technically skilledA critical thinkerEvaluate and solve complex problemsEffectively communicate verbally and in writingSelf-confident and self-reliantHave pride in their workProfessional in appearance and action Eager to take on responsibility and take initiativeConstructive when working with othersOrganized and methodicalValue diversity and differing opinionsEager to teach and develop othersContinually seek out opportunities to improve ACCENT?s service delivery

 Working ConditionsThe Regional Technology Manager will work in an office environmentFrequent travel (>50%), is required. Travel is both within the United States and InternationalThe position will require travel by car and airplaneThe position will require both scheduled, and non-scheduled after-hours availability

 Physical RequirementsThe Regional Technology Manager will work at a computer for long periods of timeSome lifting and other physical activity may be requiredThe position requires extensive reading from paper and computer monitor, telephone conversations, and conversations in person.Extensive typing on a computer keyboard and using a computer mouse is required

 

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Incumbents must be able to perform the essential functions of the position.

 

The position description is intended to list the primary functions and requirements of the role, and is not all-inclusive.  Other responsibilities may be assigned.  The position description is subject to change in order to meet the needs of the business. 

 

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Please submit resume and compensation requirements to Laura Carpenter at lcarpenter@accentonline.com .  ACCENT is an Equal Opportunity Employer and supports a Drug Free Workplace. For more information, see our website at www.accentonline.com.