Telecom CC/UC Service Lead
8x8
At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.
Contact Center & Unified Communications Service Lead (IT Engineer III)
At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 eXperience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com and follow our pages on LinkedIn, Twitter, Facebook and Instagram.
We are looking for a Contact Center & Unified Communications Service leader to join our growing technology team. This position is an in-office or hybrid work role based in the Philippines (US Business Hours), that will own, maintain, and administer the voice and digital contact center and unified communications solutions that power the 8x8 workforce. This role will work cross-functionally across the enterprise supporting our internal customer UC/CC touchpoints and voice/digital interaction flows
You will:
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Be the team lead and service delivery owner for 8x8’s internal consumption of 8x8’s XCaaS product suite. To include:
Designing, deploying, and managing the delivery, performance, and lifecycle of 8x8 Products to all 8x8 Internal Enterprise Users
Work in lock-step partnership with 8x8 Product teams in the support and delivery of 8x8 services internally, both General Availability, and pre-release evaluations
Coordinate, facilitate and govern internal 8x8 Product Sales teams’ internal use of 8x8 products and services for demonstration purposes
Internal Service Delivery Ownership including Day-to- Day Administration (Moves, Adds, Changes), Service delivery (configuration and support), and Strategy for: XCaaS, CCaaS, VCC, CPaaS, 8x8 Work (mobile and desktop) and the related Analytics, Metrics, Agent Performance tracking and workforce management tools
Technical effort management including: Telecom team resource coordination, work task definition, progress tracking, maintaining and reporting on timelines, budgeting estimates, organizing meetings, and status communications
Solicit, define, and document business functional requirements and related functional and non-functional technical requirements and constraints
Perform gap and solution fit analysis
Process analysis and documentation, driving process refinement and continuous improvement across the IT Telecom team and systems
Perform data integration analysis, planning, and mapping
Proactively monitor, administer, and provide escalated support for 8x8 Internal Enterprise Telecom systems, platforms, and services
lead problem/incident resolution efforts
Conduct and present root cause analysis of incidents as appropriate
Create and contribute to end-to-end solution diagrams, designs, strategic technology roadmaps of 8x8 Internal Telecom systems, platforms, and services
Document, implement, and execute Disaster Recovery and High-Availability plans
Contribute to and improve: Standards, governance, processes, knowledge, and documentation for 8x8 Internal Telecom systems, platforms, and services
Identify stability and performance trends that indicate the need for strategic changes to Infrastructure architecture/design/selection
Participate in infrastructure technology strategy discussions and provide consulting and guidance within project efforts, communicating industry trends, known options, potential issues, and peer examples
Build and maintain productive collaborative relationships with external vendor & 8x8 product developers, technicians, peer engineers, and client business teams
Work to advance the overall IT team technical capabilities and ITSM maturation by creating and maintaining IT knowledge (support procedures, operating procedures, best practices, standards, training materials, etc.). Train IT support staff, peer engineers, and end-users.
Experience presenting ideas effectively with varying levels of technical and non-technical audiences
You must possess the ability to analyze, troubleshoot, and solve problems up to high complexity as well as prioritize tasks to complete requests and meet deadlines
The ability to work and think independently, be a self-starter, take initiative, and be highly effective with or without detailed work direction is an absolute must
Must be able to work non-traditional work hours as needed (including from home over high-speed Internet (not provided)), and occasional off hours to control interruptions to critical services and minimize business impact
Basic Qualifications: (required)
Bachelor’s degree in Computer Science, Information Technology or other technical program (Industry certifications or additional years of experience may offset degree requirement)
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4 plus years of career progression in technology systems support, engineering, administration, and delivery (with at least 2 years as an engineer) to include:
Accountability for the successful deployment, delivery, maintenance, and support of end-user facing technical services
Subject matter expertise within telecom service delivery and support
Experience supporting Contact/Call Centers (IVRs, Call Flows, Queues, Scripts, Agents, etc.)
Experience supporting telephony softphone applications
Familiarity with authentication, access, and network security·
Significant experience in working with vendor partners and engaging manufacturers account teams and technical support for product lifecycle and to drive issue resolution
Solid understanding of audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)
Ability to travel up to 25% domestic and international
Preferred Qualifications: (desired)
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Experience provisioning, administering, and supporting:
8x8.Work (Mobile and Desktop)
Experience designing and implementing Contact Center functionality
Experience with Contact Center Workforce Management solutions
Experience supporting contact center agent applications
Experience with designing, configuring, deploying, and supporting AI Bot solutions (Such as Cognigy, ADA, etc.)
Solid understanding of the interdependencies of multiple infrastructure technical domains
Solid understanding of network/system component architecture, end-user device types, Microsoft operating systems, and application delivery models
Solid understanding of IP addressing, as well as common network, routing, communication, and application protocols such as (SIP, TCP, UDP, HTTPS, SSL)
Experience with network and application diagnostic, monitoring and analysis tools (e.g. Wireshark/tcpdump, SNMP, RMON)
Experience with audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)
Experience institutionalizing knowledge and training others in the operational support of technical environments
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)
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