Program Manager - Unified Communications & Conferencing York Telecom
THIS JOB HAS EXPIRED Location : 1. Orlando FL US 32803
2. Atlanta GA US 30303
Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Skill : Engineering -> Applications / Technical Support
Information Technology -> Business Systems Analyst, IT Project Manager, Networking, Project Management, Software Installation/Configuration, User Support Skills
Customer Service -> Face-to-Face Support
Project Management -> Teamwork, Time Management
Category : AV Technology
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you.Our philosophy is clear: Simplify. Innovate. Connect.
We are currently seeking an on-site Unified Communication Program Manager for to support our client and provide direction and support in the following areas: client assignments, new products and services, conference engineering procedures and guidelines, advanced technical escalations, career development, and escalation issues. This position will work directly with Yorktel Managed Services Team for day to day project guidance and prioritization.
Provide direct management and oversight of all Yorktel onsite support resources for client
Provides senior leadership and assistance to the Technicians to ensure that all areas of conference/VTC room support are operating at optimal levels as per requirements
Highly Technical and in depth knowledge of Unified Communications including Cisco Phones, Polycom/Microsoft UC integrations
High level management of the Yorktel onsite staff, ensuring process and procedures are implemented across all engagements, giving a single operational methodology to the Client
Main point of contact for organizing and scheduling work required with both the Client and the Yorktel Service Desk
Senior Escalation point for the Client, escalating to Yorktel Executive Management as and when necessary
Assist the Program Manager in ensuring all documentation &reports are completed and made available for the Client
Perform site reviews as required to ensure proper implementation and operational support.
Document and provide Standard Operating Procedures regarding all aspects of Service Delivery.
Develop operational processes and procedures.
Ensure all documentation including Inventory; Testing Methodology and Reporting are current.
Schedule and chair quarterly Executive Briefings, including presentation of Service Metrics.
Interpret reporting and operational results in order to recommend improvements in service levels and ROI.
Operations Management responsibilities
Provide annual and ad hoc reviews of the performance of direct team members, with appropriate input from relevant stakeholders (e.g., Program Manager, the client, & Yorktel corporate staff).
Creating and documenting all SOP?s related to AV Technical support, MCU Operations and Conference Scheduling
Hold weekly team meetings to discuss SOP?s, best practices and service initiatives
Maintains escalation for all corporate issues through the Client Program Manager and the Director of Staff Augmentation.
Assist in incorporating new rooms being brought on line into the venue and interfacing with client personnel to implement scheduling and reporting procedures; including but not limited to Room Profile, inventory monthly reporting
Collaborate with client to help define short- and long-term resource plan to provide technical support for this facility
Manage, schedule, and assist a multimedia support team in the execution of daily tasks
Manage on-site team calendar and Service Orders ensuring full coverage
Other duies as assigned
Depth of knowledge required
Appropriate audiovisual knowledge including management, operational and UC technical knowledge including Cisco, Polycom and Microsoft UC solutions in addition to various audiovisual software and hardware associated with video conferencing standards.
Ability to communicate effectively with clients of various knowledge levels.
Leadership and Supervisory Responsibilities:
This position includes leadership and supervisory responsibilities including but not limited to:
Responsibility for overall success of the Yorktel engagement
Ensure high quality customer service at all levels
High level customer interaction and conflict resolution
Leadership of continuous service improvement initiatives
Use of the Yorktel Program Governance Model to develop weekly / monthly / quarterly reporting and reviews
Develop, document, manage and track Yorktel and client actions related to the engagement
Develop, document, manage and track timelines for tasks associated with overall engagement
Serve as the point of contact (POC) for the client and End Users Assists IS Project Management with project budgeting and schedule creation
Coordinates support from Yorktel Corporate and Business Unit functions as required to ensure success in all areas of the engagement
Ensure all Yorktel services are meeting and exceeding defined Service Level Agreements (SLA?s).
Continuously work to lower costs and improve service to the client by presenting strategies that allow for increased performance and service efficiencies
Ensure full understanding of day-to-day activities as well as upcoming scheduled events to ensure appropriate resourcing in all situations
Provide Trend Analysis and develop / recommend action plans to improve End User experience and service profitability
Develop and provide Customer Satisfaction surveys as needed
Attend and participate in off-site meetings, training sessions, or events as neededKnowledge of and adherence to Yorktel policies and procedures
Job Requirements :
Key Techncial Responsibilities:
Must have technical knowledge of Polycom Systems, Tandberg/Cisco Systems, AMX, Creston, and other audio and video technologies
Technical Job Responsibiliyies:
Enterprise visual communicaiton and unified communicaiton, as the technical leader of enterprise integrated solutions.
Deep knowledge of integration, room technologies and various vendor offerings
Deep knowledge of Cisco, Polycom and Microsoft unified communications
Certifications with AV Industry leaders desirable (Polycom, Cisco, Extron, AMX, Crestron, Biamp, etc)
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
Skills and Additional Responsibilities:
Outstanding communication and interpersonal skills
Highly dedicated and organized
Ability to track and report on metrics for service usage
Superior analytical ability
Ability to work with others in sometimes stressful and fast-paced environment
Efficiently manage and resolve resource and performance objectives
Ability to orchestrate and manage multiple projects across organizational boundaries
A team player with a clear understanding of our business
Excellent problem solving skills
Excellent time management and communication skills
Ability to negotiate effectively
Effective communication to internal, client senior management and external partnersPresent a professional appearance at all times
Education & Qualifications:
5+ years of experience in telecommunication service industry
5+ years of support of an enterprise level client program
5+ years of management experience BA or equivalent work experience
Must be able to participate and work well in a team environment
Extensive knowledge of video, audio conferencing service standards
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Offer Relocation : No
||Orlando, FL |
THIS JOB HAS EXPIRED