Job Description

Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Position Purpose:
The Vice President - Information Technology plays a senior leadership role within the organization and is responsible for the design and architecture of all voice and data systems throughout the Everise enterprise. Partnering with CIO and the VP of IT Operations, they lead the technology strategy and execution for the enterprise, supporting a high availability environment. This position also leads the team who serve as the customer facing technical representatives during the sales process and are responsible for working as the primary technical advisors to drive and manage the technology evaluation stage of the sales process. Additionally, the position leads ongoing technical account management functions throughout client engagements and manages cross functional teams to deliver seamless designs and implementations of all technology solutions.
Job Requirements:

• Develop and maintain enterprise voice and data contact center technology strategies and standards
• Educate/train team members, including customers, on the architecture and benefits of new and emerging technologies
• Research, test, propose, and implement voice and data contact center solutions that meet or exceed the objectives and expectations of the business customers
• Lead several large network engineering initiatives simultaneously, liaise with internal technology partners and external vendors to ensure effective communication, collaboration, and stakeholder involvement
• Maintain and strengthen relationships with internal business partners (domestic and international)
• Identify and resolve complex voice and data contact center problems (Tier 3 support) utilizing structured troubleshooting procedures, tools, and techniques
• Plan and execute highly complex contact center upgrades and capacity planning activities
• Planning, project management and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvement
• Develop the engineering and technology management capabilities of the organization, managing and developing existing staff as well as recruitment
• Lead the formulation of the company's enterprise architecture and business system plans; assessing cost and feasibility, and ensuring the plan is aligned with and supports the strategic goals of Everise
• Ability to develop scalable, extensible technology, as well as how to structure and develop a rapidly growing organization
• Lead the development of IT responses to RFPs and create technology presentation materials with Sales/Marketing
• Manage Client Technology Management team for end-to-end execution
• Responsible for driving deeper level technical requirements during sales process in order to scope and estimate projects effectively
• Responsible for performing necessary research of third-party technologies, tools, and applications that are introduced during the presales process
• Responsible for setting overall direction of sales engineering activities, tools, and processes
• Strengthen client relationships by coordinating solutions engineering functions to address complex business problems that strengthen the Everise position with clients
• Defining project scope, designing initial high level solution architecture, and estimating level of effort
• Engage and consult with customers and sales people to gather customer requirements
• Define solutions that leverage Everise's capabilities to address client needs
• Coordinate the efforts of internal subject matter experts to present client solutions
• Develop proposals and pricing models for complex or innovative solutions
• Create financial models to substantiate proposed solutions
• Provide appropriate senior management guidance on issues related to technologies, processes, and tools

Qualifications:

• Bachelor's degree in Computer Science or related field preferred
• MBA or MS degree a plus
• Minimum of 8 years of experience supporting contact center technologies, managing teams of technology professionals and implementing technological change throughout a similarly sized organization
• 8+ years of experience with technical implementation of customer projects
• 8+ years of experience with IP Telephony Infrastructure technology from Avaya and Cisco data networking
• Experience in project management, business development and/or pre-sales consulting
• Deep understanding of business and technology trends business development, relationship building, strategic planning
• Strong knowledge of systems architecture, loosely coupled and distributed systems for massive scale
• Experience with solving and operating business solutions requiring high availability, high scaling, and low latency
• Strong presentation & communication skills
• Willingness and ability to travel
• Proven experience of driving value and performance from 3rd party suppliers
• Experience of driving and managing organizational and cultural change within a rapidly changing and distributed environment
• Supplier and service provider management experience, including commercial and contract management
• Ability to effectively prioritize service demands in accordance with agreed service plans and performance indicators
• A thorough understanding of voice and data network infrastructure and topology, disaster recovery procedures, data center infrastructure, administration and management of IT systems
• Ability to translate business requirements into understandable IT services and IT issues into business language
• Experience with comprehensive disaster recovery architecture and operations, including storage area network and redundant, highly-available server and network architectures
• Working knowledge of all areas of the organization and the ability to develop a clear understanding of the company's key functional processes and resources
• BPO experience a plus

If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Skills Required