Yale University offers exciting opportunities for achievement and growth in New Haven, Connecticut. Conveniently located between Boston and New York, New Haven is the creative capital of Connecticut with cultural resources that include three major museums, a critically-acclaimed repertory theater, state-of-the-art concert hall, and world-renowned schools of Architecture, Art, Drama, and Music.
The Director of Telecommunications provides strategic planning for technological innovation in telephony, serves as a principal advisor to the Associate CIO of Campus Technology Services on new developments in telecommunications and advises on how they might be integrated into the current, and future, telephony environment. This position is responsible for the development and implementation of a telecommunications strategy to address the requirements of various business units to provide the flexibility required to accommodate daily operations, call centers, emergency phones, facility changes, relocations, and disaster recovery. Serve as project manager for new hardware and software installations and manage initiatives related to the improvement of telephony. Responsibilities include: Collaboration with clients to develop and implement a long-term telecommunications strategy to address changing business requirements and failover scenarios. Development and implementation of the long-term strategy and manage an incremental migration path toward the implementation of that long-term goal. Collaborate with business units to define call flows and implement / modify / update as necessary within the environment. Manage vendors for equipment and service acquisition, installation, support, and billing. Negotiate and manage third party contracts to provide support of all telecommunication services. Develop and monitor annual operations budget. Responsible for the hiring and development of an exempt and non-exempt staff. Lead and assist staff responsible for deployment, maintenance and support of hardware and software. Develop and respond to appropriate service level agreements and metrics and maintain comprehensive documentation of processes, systems, networks and change control. Manage trouble tickets and work within this unit, and with other ITS units, to ensure that trouble tickets are addressed appropriately and within SLAs. Support and adhere to ITS Change Management procedures.
Required Education and Experience:
Bachelor's Degree in a related field and ten years of related work experience or an equivalent combination of education and experience.
Well-developed presentation and oral and written communication skills. Well-developed organizational skills with an ability to prioritize and follow up on open issues and projects with a sense of urgency. Proven ability to build consensus with diverse working groups. Ability to interact effectively with business users.
Knowledge of telecommunications industry, standards and developing technologies. Proven knowledge & ability with Nortel, Cisco and Avaya systems.
Well-developed problem solving and analytical troubleshooting skills. Ability to multi-task and prioritize.
Demonstrated ability designing, configuring and supporting VOIP, IVR, PBX, QoS and Call Center technology. Ability to evaluate metrics, establish appropriate KPIs for service management. Demonstrated ability with continuous improvement exercises, SLA monitoring, strong customer support relationship building.
Demonstrated ability with ticketing systems and billing systems such as Pinnacle and ServiceNow. Vendor contract management experience. Strong supervisory skills, knowledgeable in employee performance management tied to SLA and customer satisfaction ratings.
Preferred Education and Experience: Ten+ years telecommunications administration/management experience; higher-ed, medical center experience; experience with HIPAA requirements; Cisco Call Manager, Unity and Skills based routing scripting.
Application: For more information and immediate consideration, please apply online at http://bit.ly/YaleCareers-55459BR. Please be sure to reference this website when applying for this position.
We invite you to discover the excitement, diversity, rewards and excellence of a career at Yale University. One of the country's great workplaces, Yale University offers exciting opportunities for meaningful accomplishment and true growth. Our benefits package is among the best anywhere, with a wide variety of insurance choices, liberal paid time off, fantastic family and educational benefits, a variety of retirement benefits, extensive recreational facilities, and much more.
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression.
Internal Number: 55459BR
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.