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Director, Telecommunications (VoIP) in Westwood Corporate Headquarters at Marriott Vacations Worldwide

Date Posted: 5/10/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.


System Job Title: Director Contact Technologies

Leadership Role: MANAGER OF OTHERS

 



Position Summary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department and monitoring the flow of work between own department and others in alignment with broader business objectives, selecting and developing effective managers and work teams, and managing own organization through reliable systems and processes.



 

Specific Job Summary

Responsible for a suite of Unified Communications and Contact Center solutions used within MVW including NICE inContact and RingCentral. Establishment of an audit program to ensure accuracy of billing across these platforms and locations, maintenance and support of communication hotlines and associate communication tools as they relate to voice, coordination and implementation of multimedia tools in support of converged technology tools and support of associated events, and for providing direction on training and support. The position is recognized as integral to both revenue generating and operationally efficient functions of the company.

Leads Team providing planning and delivery of IT-related projects across Corporate Offices and Contact Centers for new Development, expansions, operational enhancements/upgrades, and upfits of technology. Responsible for complete project lifecycle for IT component and center-related systems to include estimation, budget tracking, procurement, scheduling, vendor engagement, resource management, delivery, and documentation for continued operational success for steady-state operation post-deployment. Works within the IT Corporate Offices and Contact Center Services Team, partners with other IT disciplines, and business units as needed. Provides and accounts for global IT solutions for project delivery across multiple time-zones.



Expected Contributions

  • Develops operating plans and workable business processes for own department in alignment with function strategy.
  • Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results. Typically influences work of cross-functional or extended teams.
  • Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
  • Works to enhance the organization's capabilities through effective staffing and development of others by:
    • anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff.
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • setting and maintaining high standards for team and individual performance.
    • providing timely coaching and feedback.
    • making and rewarding distinctions in performance.
  • Assists more senior associates in achieving business results by:
    • acting in a consultative fashion to implement programs impacting the broader organization.
    • assisting in the development and communication of broader organizational goals.
    • achieving results against budget within scope of responsibility.
    • taking calculated risks to move the department or team forward.
    • developing and using systems to organize and keep track of information.
    • balancing the interests of own group with the interests of the organization.
    • working with others to identify and remove barriers to success.
  • Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Manage operations and oversee underlying vendor relationships to ensure high quality telephony operations for MVW's RingCentral and inContact solutions.
  • Monitor and report Service Level metrics for RingCentral and inContact platforms.
  • Develop ongoing training plan for voice and converged technology tools for Corporate Offices and Contact Centers Services and other groups as applicable.
  • Manage and report risk levels for legacy platforms, maintain plans for upgrades and initiate projects to execute.
  • Oversee telephony platform upgrades, coordinating with network operations and telephony vendor/partners to ensure high quality and reliable phone services.
  • Responsible for managing existing maintenance contracts and ensuring timely upkeep of renewals as applicable. Work closely with the MVW Law Department, Service Procurement, and Site Operations Team as appropriate.
  • Proactively explore options to reduce the cost of telephony network and related systems/solutions across all platforms and global locations
  • Oversee the evolution of MVW's VoIP telephony platform working with network operations and engineering teams. Participate in the process of system design and vendor selection.
  • Provide input and assist with direction on implementation for Site projects as they relate to Voice integration (as applicable/assigned).
  • Ensure effective telephony move, add, change processes are in place and SLA's are met.
  • Responsible for provisioning, deprovisioning and tracking of voice circuits. Ensure billing from vendors is correct.
  • Establish repeatable audit program to provide ongoing evaluation for accurate billing and services.
  • Lead efforts for establishment and operational support of company-wide communication forums/meetings that request utilization of multimedia communication tools (ie- Voice & Video).
  • Manage Resources as assigned.
  • Strong customer focus, demonstrating a high level of service delivery and ensuring customer satisfaction.
  • Stays informed of current industry trends; identifying opportunities for learning and applying new concepts to improve services.
  • Provides leadership, direction, and guidance for the IT Team.
  • Manages planning and execution of projects for Development, New Construction, Upfits, and technology upgrades and replacements as assigned.
  • Responsible for providing IT estimates and tracks associated costs throughout the deployment lifecycle.
  • Works closely with Services Procurement and Legal to ensure contracting efforts and Vendor engagement are properly established.
  • Assists with equipment procurement as needed.
  • Establishes repeatable delivery processes and dashboards to gain efficiencies based on experiences.
  • Sources and develops Team to provide ongoing concurrent project management throughout the globe.
  • Provides turnover documentation and as-builts to Corporate and Contact Center Services Support and other groups (as applicable) including operational support structure and Vendor escalation points.
  • Utilizes Corporate Offices and Contact Center Services Associates, as applicable, to resource projects as needed.


Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations as well as associate management experience. College degree and/or relevant experience generally required.

 Specific Candidate Profile

Education

  • BS/BA in Technical Discipline and/or equivalent work experience in Technical and/or Project Management discipline.
  • Extensive knowledge of NICE inContact's Contact Center solution required
  • Knowledge of cloud-based communications and collaboration solutions (RingCentral a plus)
  • Knowledge of ITIL Process Framework (ITIL certification preferred) or other IT frameworks a plus

Experience

10+ years related work experience required and 5-8 years supervisory/management experience required. Experience must include managing vendor relationships, project management, VoIP solutions.

Skills/Attributes

Requires advanced experience in the following skill sets:

  • Extensive knowledge in voice-related technologies, including VoIP, SIP, LAN/WAN and Contact Center solutions.
  • Experience with cloud infrastructure.
  • Experience with CRM, IVR, WFM and WFO.
  • Must have experience directing an IT team which includes providing guidance, setting goals, managing work queues and delegation, measuring quality and performance, and providing for continuous improvement processes.
  • Understanding of terms and lifecycle of construction, new build, and steady-state operational environments.
  • Experience directing an IT team which includes providing guidance, setting goals, delegation, measuring quality and performance, and providing for continuous improvement processes.
  • Experience with data gathering, KPIs, SLA monitoring, call flow scripting, understanding requirements, documentation, reporting, and strategic management.
  • Significant experience managing outsourced vendors.
  • Must have significant experience managing outsourced vendors.
  • Excellent verbal and written communications.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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