Manager, Unified Communications Integration

Salary Range: $135,136.00 (Min.) - $175,676.00 (Mid.) - $195,000.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents.

We are the nation's largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care's mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Manager of Unified Communications Integration manages all administrative, integration, planning and monitoring aspects of Call Center, IVR, phone Conferencing, Right fax, Work force management, scripting and Cisco Unified Contact Enterprise (UCCE, PCCE). Responsible for planning and managing the installation, configuration, and design of telecommunication devices and services. Plan and guide telecomm disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage.

Perform research, evaluation, installation, and upgrades of Telecom hardware and applications. Ensures Member Services Department is effectively supported to meet their member support mission. Manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Duties

Plan and manage the installation, configuration, design and integration of telecommunication devices and services. Ensure secure operation, as well as plan and lead disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage.

Manage the work of contractors and vendors to ensure that requests relative to voice and data infrastructure installation are handled accordingly; serve as liaison between the Telecom Services staff and business units and vendors. Provide leadership in identifying new technologies and services, including impact and costs as they relate to telecommunication services.

Oversees all aspects of Call Center, IVR, Conferencing, Right fax, Cisco Universal Call Manager and UCCE, Nice, Nuance, and Noble systems. Conduct current state analysis, and future state designs and recommendations that unify, transform and maximize the value of voice services with 3rd party solutions.

Manage and oversee the installation and daily maintenance of telecommunication systems. Address all telephony-related concerns critical to all Call Manager lines including servers and remote voice gateways; call vectoring and caller applications and voice mail systems.

Ensure that standard operating procedures (SOP's) are created and complied to confirm a stable environment. Work closely with business units/end-users, and vendors resulting in solutions for LA Care's growth and success.

Act as a Project Manager for large-scale projects telecom such as relocations, new site or system installations, telecom system upgrades. Accelerate the professional and technical development of coworkers through coaching and training ensuring focus on achieving high customer satisfaction.

Produce detailed reports on telecom services, telecom capabilities, upcoming projects, including visual aids to identify areas of concern.

Duties Continued

Manage staff, including, but not limited to: monitoring of day to day activities of staff, monitoring of staff performance, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, among others.

Perform other duties as assigned.

Education Required

Bachelor's Degree in Computer Science

In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Experience

Required:

At least 7 years of experience in telecommunications administration with at least 5 years of experience working with Call Center systems, IVR, Conferencing, Right fax, Cisco Universal Call Manager, WebEx, IM, NICE, Nuance, Noble and UCCE, Work force management and with the demonstrated experience on the following list of stated knowledge/experience/ skills.

At least 4-5 years of leading staff or supervisory/management experience.

Experience in managing and owning telecommunications technologies.

Equivalency: Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Skills

Required:

Demonstrates superior knowledge of telecommunications equipment and software as well as emerging industry trends.

Demonstrated ability to document architecture, implementation plans, and support procedures is required.

Strong leadership skills with commitment to customer service.

Ability to deal effectively with a wide range of vendors, managed service providers.

Strong managerial, organizational and problem solving skills.

Excellent verbal and written communication skills.

Must display initiative, ability to work independently and be able to use extensive independent judgment.

Ability to react quickly to a fast paced, rapidly changing environment.

Licenses/Certifications Required

Call Center Certification in VoIP, UCCE, Cisco related Technologies

Licenses/Certifications Preferred

Required Training

Physical Requirements

Light

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

L.A. Care offers a wide range of benefits including

• Paid Time Off (PTO)

• Tuition Reimbursement

• Retirement Plans

• Medical, Dental and Vision

• Wellness Program

• Volunteer Time Off (VTO)

Nearest Major Market: Los Angeles

Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Customer Service