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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Director of Global IT Architecture Telephony (Remote/Virtual)

Date Posted: 03/30/2021

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Job Description



General Purpose

This position is a key contributor and subject matter expert by designing, deploying, and testing network, systems, software, and telephony solutions for a high availability infrastructure. Provide consultation and direct technical support in developing design proposals, life cycle planning, problem management, integration, and network configuration. This position will provide full cycle project management to deliver solution that meet business requirements that incorporate defined standards, practices, processes, and products for the enterprise.

Essential Duties and Responsibilities

• Adheres to SYKES policies on ethics and integrity.

• Develop and define network, systems and telephony architecture.

• Detail current and future requirements.

• Provide planning analysis, project design, cost estimates and personnel resources needed for project implementation.

• Ensure system, network and telephony performance and availability that meet enterprise objectives for timely service restoration and tuning.

• Manage vendor relationships to deliver telephony products and services essential to a cost effective network telephony infrastructure.

• Ensure that all aspects of IT Architecture (data, systems, software, and telephony) are documented including how they support business plans and objectives. Deliver documentation to the appropriate engineering/support staff.

• Evaluate and recommend specific products and platforms to provide cost effective solutions that meet architectural requirements.

• Design IT solutions to ensure that network, systems and telephony technology within the company is reliable and of sufficient capacity to meet business needs and align with the stated company business strategy.

• Coordinate with Executive IT, Regional IT and Operations leadership to validate requirements and communicate solutions.

• Coach and provide guidance to network, systems, and telephony technical / support staff as appropriate, as part of team-based activities.

• Provide 24x7x365 L4 technical support, as needed, to the enterprise.

• Analyze recommendations on architectural changes and design enhancements to the infrastructure to improve reliability, performance, and reduce cost, while anticipating company growth.

• Create and maintain policies, procedures, and documentation to adapt to new technologies and business requirements.

• Maintain detailed knowledge of global telephony, systems, and network standards along with the overall local, regional, and enterprise environments.

• Responsible for performing telephony, systems, network trending and analysis to develop short and long term solution

• Keep abreast of industry and technology trends, available products and services.

Required qualifications, skills and experience

Education and/or Experience

BS degree in Computer Science required. 10 years progressive IT engineering or developmental experience; or any equivalent combination of related training/education and experience required.Must have multi-vendor and multi-protocol internetworking experience in a carrier-class environment. Experience in a wide range of leading-edge cloud, network and IP Telephony technologies with focus on cloud providers. Technical background combined with a business perspective. Knowledge of engineering best practices.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Must have detailed experience in one or more cloud-based WebRTC telephony solutions such as Nice inContact, RingCentral, Amazon Connect, Genesys and/or Five9.
  • Must have exceptional scripting skills to include custom coding integration with cloud telephony providers. Call flows, treatments, text to speech, and data access.
  • Must have high level understanding of telephony traffic across the network.
  • Must have detailed understanding of call recording and dialer integrations.
  • Must have the ability to calculate figures and amounts such as discounts, interest, tax rates, amortization, present value, ROA, ROI, total cost of ownership, proportions, percentages, mean, standard deviation, telephony traffic modeling, average utilization, and peak concurrent utilization.
  • Must have knowledge of telephony monitoring systems and dashboard creation
  • Must have detailed experience in reporting and feeds
  • Must be able to lead cross-functional project teams.
  • Must be able to interact effectively with senior leadership.
  • Must be able to work on multiple technical projects as assigned.
  • Must be highly skilled in API and CTI and vectoring skills
  • Exceptional technical architecture and strategy skills.
  • Ability to effectively present information and respond to questions from internal and external customers.
  • Ability to exercise independent judgment and creative problem- solving techniques in a complex environment using leading-edge technology and diverse user systems.
  • Ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding.
  • Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of various diverse scopes in a cross-functional environment.
  • Proficiency in the use of Microsoft Office products.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Highly knowledgeable in call recording systems
  • Must be able to travel globally (10-15%).


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen.The employee frequently is required to sit.The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.The employee may occasionally lift and/or move up to 25 pounds.Specific vision abilities required by this job include close vision, and ability to adjust focus.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

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