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Director of Call Center Technology

People are what drive Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product Cheapoair.com, receive over 100 million visitors annually. 

The right candidate will be a thought-partner with the business and provide leadership and direction for the call center technology used across the globe, providing innovation and developing capability to ensure Fareportal provides our customers world-class call center experience.

 

Responsibilities

  • Establish vision for global expansion and provide innovation, design, implementation and support services for the company’s call center voice infrastructure
  • Understand the unique challenges and opportunities for the business by using call center’s voice technology, finding the right solutions that are fit for our business, not limited to our existing infrastructure and vendors
  • Mitigate risk for the enterprise by proactively addressing voice system related challenges.
  • Ensure daily support and maintenance of the voice network infrastructure including LAN, MAN, WAN, VOIP and NICs.
  • Provide regular status reports on tasks accomplished, current issues and progress toward goals
  • Manage data/voice networking relationships and work with vendors to escalate issues when appropriate
  • Proactive approach in provisioning bandwidth to meet needs or determines more analysis is required to determine types of bandwidth usage
  • Comfortable and experienced in consulting, assessing/auditing, designing and interviewing users to determine technical requirements.
  • Maintain efficient and trouble free operation of all local and remote voice communication.
  • Maintain up-to-date documentation of voice network design, operation and procedure manuals
  • Conducts voice system studies and traffic analysis
  • Manage multi location teams including offshore and cross functional teams

 

Requirements

  • Bachelor’s degree in Information Technology or similar
  • 10+ years in call center technology
  • Must have experience with Cisco technologies, voice protocols, configurations, Call Manager/Unity, UCM, ICM, CTI, CUIC, CCMP, VGW, PG, IVR, CVP and other Cisco voice infrastructure components such as Routers, switches, firewalls, CUBE, CUSP, Voice Gateways, Cisco UC/Voice (Call Manager, Unity) and voice recording solutions.
  • Prior experience in vendor management
  • Research and design experience in IP Telephony system administration, configuration and implementation; using industry best practices
  • Experience in leading enterprise level projects from a voice engineering perspective
  • Experience in reviewing of monitoring stats and confirm SLAs are being obtained with carriers.
  • Experience and knowledge about configuring and maintaining SRST, QOS, Voice Routing Protocols and Voice Gateways
  • Experience in reviewing network utilization statistics to verify that circuits are properly sized

 

What we offer

  • Plenty of vacation time
  • Flexible work hours
  • Medical, dental and vision benefits
  • Flexible spending accounts
  • Travel benefits
  • Team outings
  • Corporate discounts
  • Breakfast bar
  • Unlimited coffee
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