Senior Manager - Communications

US-NC-Raleigh
2 months ago(11/10/2017 3:31 AM)
Job ID
60017
Category
Information Technology

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat IT Communications team is looking for a Senior Manager to join us in Raleigh, NC. In this role, you’ll be responsible for designing and operating the voice, video, chat, contact, and mail services for Red Hat IT. This will require you to have extensive experience with and knowledge of voice, video, contact center, mail, and chat strategy, roadmap, implementation, maintenance, and support. You will apply proven communication skills, problem-solving, know-how, and leadership abilities with a focus on service excellence. You’ll be expected to effectively manage and motivate a team of systems administrators and unified communications engineers, as well as external vendors and partners.

Primary job responsibilities

  • Oversee the design and implementation of a long-term communication services strategy
  • Take ownership of the creation, iterations, and annual updates of the communications strategic plans and multi-year roadmaps
  • Be responsible for all voice, video, email, chat, and call center technologies
  • Partner with stakeholders internal and external to IT to define success criteria
  • Research, analyze, and recommend the implementation of software or hardware changes to rectify any operational deficiencies or to enhance systems performance
  • Develop and maintain measurable systems health and performance metrics; assess service performance to ensure that it meets the present and future needs of the business
  • Negotiate contracts with vendors, be responsible for billing to users, monitor cost effectiveness, and recommend upgrading of appropriate systems
  • Select, develop, and evaluate personnel to ensure the efficient operation of the function

Required skills

  • Bachelor’s degree from an accredited institution in computer science, information science, or related field
  • 8+ years of experience in communication technologies and at least 3 years of supervisory experience
  • Working experience with voice, video, email, chat, or contact center technologies
  • Excellent customer service skills
  • Outstanding written and verbal communication skills, including executive presentation skills
  • Ability to collaborate with and shape and motivate cross-functional teams
  • Demonstrated success in leading large, complex projects within budget and meeting deadlines
  • Proficient in working with various telecommunication carriers to manage network routing, provisioning, and testing of T1s and SIP trunks
  • Proficient in managing enterprise and call center technologies for voice networks
  • Experience maintaining telephone handsets, PBX equipment, voice mail systems, and call center software in a large scale environment with a large, diverse user population
  • Ability to work in varying shifts and provide after-hours support while on-call
  • Good task management and follow-up skills to ensure business with multiple vendors to troubleshoot complex telecommunication issues
  • Experience with Genesys Cloud is a plus
  • Experience in ITIL processes and framework is an advantage


Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

 

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