Manager Voice Services

JOB SUMMARY: Responsible for the oversight of NCLH¿s global shoreside voice communication systems and infrastructure, primarily focusing on Avaya technologies, its ecosystem (SBCs, AES, CM, ESS, System Manager, Session Manager, etc.), dependencies (circuits, licensing, support, etc.) and integrations (CRM, Post-Call Survey, Workforce Management, etc.). In addition, it is responsible for all mobile communication services and equipment.

DUTIES & RESPONSIBILITIES:

• Oversee the operation, maintenance, and configuration of Avaya CORE voice communication systems including Session Border Controllers (SBC), Communication Manager (CM) and Application Enablement Services (AES), Call Back Assistance (CBS), its dependencies and integrations.
• Lead efforts in troubleshooting and resolving complex voice issues and serve as an escalation point for all Voice-related issues and tasks.
• Create and implement standards, procedures, schedules, billing, and processes. Interact with other teams, procedures, and associated topics as directed.
• Build, maintain, and hold a professional relationship with Vendors. Negotiate contracts.
• Monitor team performance and track SLAs.
• Coordinate the installation, configuration, and troubleshooting of voice trunks and circuits.
• Monitor and manage voice network performance to ensure high availability and quality of service.
• Manage and support outbound call to 911 emergency services.
• Manage company cell phones for all NCLH employees.
• Provide technical guidance and training to team members and end-users.
• Perform additional job related duties as needed.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Computer Science, IT, Telecommunications

EXPERIENCE:

• Minimum of 5 years of experience in voice communications management.
• Strong preference for expertise in Avaya technologies.

COMPETENCIES/SKILLS:

• Possess advanced knowledge of voice technologies and equipment.
• Strong understanding of Avaya SBC, CM, and AES.
• Proven experience with voice trunks, circuits, and telecom infrastructure.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Ability to read, write, and understand technical manuals, procedural documentation, and original equipment manufacturer guides.
• Ability to work independently and multitask in a real-time environment with good troubleshooting skills.
• Sound decision-making skills with the ability to meet the deliverables of infrastructure projects.
• Ability to maintain technical expertise in all areas of voice.
• Ability to travel offsite, including international locations, on average 20% annually; work includes occasional weekends or after-hour time, when necessary.

CERTIFICATIONS/LICENSES:

• Avaya Technologies certification preferred.