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Sr. Manager, Global Voice Services

This job posting is no longer active.

Irvine, CA, United States
Job ID: 49605

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Description

Ingram Micro is an integral part of the technology and commerce ecosystems, helping our partners grow and thrive through the creation and delivery of Information Technology, Lifecycle Management, e-Commerce Logistics, and Cloud solutions. With $49 billion in revenue and the ability to reach 90% of the global population, we have become one of the world’s largest technology distributors with operations in 59 countries and more than 35,000 associates.


*This position is in the Irvine, California corporate headquarters and has the opportunity for hybrid work with up to two days remote per week.  

 

Job Description – Sr. Manager, Global Voice Services

As part of a team that takes responsibility for Ingram Micro’s Voice needs, you will play an integral part in advancing Ingram’s customer contact technologies.  Working closely with the business teams that are responsible for our call and sales centers globally you will help define the technology and direction to help support our extensive customer base.  With over 4,000 agents globally we run some very traditional call centers, but the bulk of our users are sales focused supporting millions of dollars a day in direct revenue.  In addition to call center, we have about 17000 Voice users using VOIP soft and hard phones. We have a diverse global team supporting this environment and we have a mentality to try and do as much ourselves vs relying on partners.  We are looking for a creative leader who is organized, technical and ready for any challenge that may be thrown at them.

Responsibilities & Expectations: 

  • Manage a Voice engineering and operation teams of Globally based support Engineers focused on delivering world class technology to our global contact centers.
  • Identify opportunities and drive service and process improvements, be diligent about Incident/Problem, Change/Release, Security, Risk/Compliance, Business Continuity/Disaster Recovery, and Proactive Monitoring, culmination of which resulting in highly available and resilient systems and services.
  • Maintain and troubleshoot hardware and software supporting the UCM, ICM, and UCCE platforms.
  • Address Reporting, Monitoring, and Alarming requirements.
  • Manage incidents and work orders within established service level agreements.
  • Perform administration, configuration, and monitoring of UCM, ICM and UCCE equipment and its adjuncts.
  • Create and maintain support documentation as required.
  • Assist in the planning and implementation UCM, ICM & UCCE upgrades, patches, and enhancements.
  • Manage the team’s on-call rotation and act as point of escalation for high severity incidents.
  • Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
  • Track performance against service level agreements.
  • Identify opportunities and drive service improvements.
  • Ensure asset management and asset inventory are kept up to date.
  • Ensure preventative maintenance is completed to schedule.
  • Coordinate, test, and implement applications and technology through projects and initiatives.
  • Identify applications and systems that require updates and coordinate the implementation with the business owner.
  • Work closely with the business leaders in matching the technology to the changing demands of the business.
  • Strong verbal and written communication skills are required due to the dynamic nature of collaborations with our teams, leaders, customers, stakeholders, vendors, and other teams, solving complex business problems together.

About You:

  • We are looking for someone that is energetic, self-starting who can work independently and across diverse teams to deliver results, efficiently and in a sustainable fashion.
  • This is a faced paced environment with lots of different pressures, you need to be someone who thrives on challenges and controlling complex environments.
  • Insatiably Curious. You ask why, you explore, you're not afraid to contribute ideas. You can work at a tiny crack until you've broken open the whole nut.
  • You love learning new technologies, working with strong teams and mentoring others, bringing out the best in your teams and helping to develop people.

We’re seeking someone who is passionate, particularly about all things Voice and Contact Center and focused on delivering world-class solutions in a dynamic and often hectic environment.


The Ideal Candidate Should Have:

  • 5+ Years’ experience in large call center and VOIP environments with 3 years in a leadership position.
  • Experience with VOIP soft and hard phones. Knowledge of PBX and PSTN needed.
  • Experience with Cisco Call Manager 11x and above
  • Experience in Configuration Management
  • Experience in WAN circuits (Ethernet, serial, and SIP trunks)
  • Experience in Finesse CTI
  • Knowledge of UCM, Voice gateways, RTP and SIP
  • Knowledge of the CCE VXML component
  • Knowledge and experience with CCE CVP

Basic Qualifications:

  • Bachelor's degree or relevant extensive experience
  • At least 3 years of experience with the Cisco UCM, ICM, and UCCE product set
  • At least 3 years in a technology leadership role
  • At least 3 years of experience working in ITIL Framework and Agile methodology 

Preferred Qualifications:

  • Bachelor’s degree in Information Systems, Computer Science, or Engineering
  • CCVP certification
  • CCNP certification
  • Administering Cisco Unified Contact Center Enterprise Parts 1 certification
  • Administering Cisco Unified Contact Center Enterprise Parts 2 Certification
  • ITIL V3 Foundation Certification


This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check that includes verification of vaccination status.

Ingram Micro requires all new associates to be fully vaccinated against COVID-19. Therefore, this position requires applicants to submit proof, prior to start date, that the successful applicant is fully vaccinated against COVID-19. Ingram Micro will comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.  Applicants will be notified of the requirements of Ingram Micro’s COVID-19 policy and process for verification of vaccination status prior to the start of employment. 

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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