Manager, Unified Communications – Contact Center Technology

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona, Illinois, +1 more states – Remote

🌵 Arizona – Remote 🌽 Illinois – Remote 🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Independence Pet Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛡️ Insurance

👥 B2C

🧘 Wellness

Insurance • B2C • Wellness

Independence Pet Group is one of North America’s largest pet insurance and services organizations. The company supports insurance for more than 800,000 pets in the U. S. and Canada, with a mission to strengthen the bond between pets and their owners through innovative products and services. IPG offers a comprehensive range of underwriting options, turnkey partner solutions, and consumer-facing insurance products to support pets throughout their lives. The company is home to several insurance brands, providing vital support and services in the pet care industry.

📋 Description

• Develop and execute a comprehensive telecommunications and contact center technology strategy aligned with enterprise goals • Assess and architect flexible, enterprise-wide unified communications and contact center technology designs • Lead evaluation and implementation of communication technologies and integrations • Advise executive leadership on telecommunications strategy, industry trends, and emerging technologies • Lead, mentor, and develop telephony administration, support, and workforce management teams • Oversee day-to-day telecommunications system operations, ensuring availability, reliability, and performance • Establish performance goals and foster continuous improvement and innovation • Partner with business leaders, end-users, and IT to identify process and technology improvements • Gather information, elicit requirements, and analyze business needs for telecommunications and contact center projects • Document and validate business and technical requirements; manage testing and implementation • Liaise between technical teams, vendors, and business stakeholders • Support improvement initiatives from mandate definition and solution implementation through benefits measurement and reporting • Manage telecommunications and contact center platform vendor relationships and contracts • Oversee third-party technology integrations and compliance with security and data standards • Evaluate vendor solution cost, performance, scalability, value, and sustainability

🎯 Requirements

• Experience in the design, deployment, and configuration of on-premises and cloud-based telephony and contact center solutions • Experience with integrating telecommunication with third-party systems • Post-secondary education or equivalent combination of education and business experience • 6+ years of experience in telecommunications architecture, engineering, or unified communications management • 5+ years of leadership experience overseeing technical and/or operational teams in a large enterprise environment • Proven success leading the design and implementation of enterprise-scale contact center and unified communications solutions • Experience leading integration of AI-driven solutions into telecommunications and contact center platforms, such as conversational AI, chatbots, voice analytics, and intelligent routing • Proven ability to evaluate, select, and deploy emerging AI technologies • Excellent verbal and written communication skills • Strong analytical, troubleshooting, and problem-solving skills • Demonstrated ability to work independently while maintaining strong collaboration within a cross-functional, team-oriented environment • Ability to translate business objectives into comprehensive technology strategies and actionable implementation plans • Vendor negotiation and contract management experience, including with AI solution providers and cloud communication vendors • Authority to review, validate, and approve high-value technology expenditures and vendor invoices in alignment with budget • Ability to travel up to 10% of the time • At IPH, we welcome and encourage applications from individuals with disabilities; accommodations are available upon request

🏖️ Benefits

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP)