Manager, Call Centre Infrastructure - Markham, Canada - Aviva

Aviva

Verified Company

Markham, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

We are looking for a positive and collaborative Manager, Call Centre Infrastructure to be part of and contribute to our Unified Communications Team

This role is based out of our Markham location office. We offer a flexible hybrid work model.

You are resourceful, a mentor to your team and are comfortable in a fast-paced and are adaptable to an innovative environment

What you'll do

Develop the strategic vision and lead the Unified Communications Team to support enterprisewide Unified Communication needs, including development and maintenance of roadmap
Develop and lead a strong team of engineers, administrators, and analysts who have a high level of domain expertise and outstanding dedication to organizational goals
Develop the strategy and govern the designing, engineering, implementation and maintenance of network and telecommunications systems across the enterprise, including hardware, software, peripherals, network nodes, terminals, and wiring
Supervise and ensure high availability and consistent performance of all network and telephony systems as well as all distribution infrastructure and consistent performance of all network and telephony systems
Coordinate installations, configurations, and maintenance / upgrades with thirdparty vendors
Work with vendor management to negotiate favourable service level agreements with thirdparty partners
Participate in vendor governance forums, including providing input to vendor management to manage service levels with thirdparty partners
Govern the preparation and maintenance of all documentation for network / telephony systems and configurations
Ensure effective administration and compliance with all internal processes, procedures, and controls to effectively manage risk ensuring it remains within tolerance
Recruit, hire, train and develop an impactful agile Unified Communications team members, mentoring and encouraging excellence and building exceptional technical talent
Demonstrates extensive knowledge and a demonstrable record of success leading and collaborating with middle and senior management on clientfacing business development, engagement delivery, practice development and thought leadership engagements
Familiarity with traditional and emerging technologies relating to networks, contact centres, and unified communications (ie. Cloud Contact Center Platforms, MS Teams incl Enterprise Voice, S4B)
Experience managing department finances to ensure all operations are within budget.

What you'll bring

Requirements:

Outstanding Experience of large scale delivery
Broad knowledge of Unified Communication, and Contact Centre systems
Experience in working with multi sourced operating models and teams
Experience in dealing with sophisticated problems and quick turnaround requirements in a fast paced environment
Excellent partner management and political awareness
An ability to inspire individuals and teams to change and improve
Highly selfmotivated and willingness to learn, explore and be innovative
Exceptional written and verbal communication skills, organizational skills, and attention to detail
Proven problemsolving and critical thinking skills
Strong leadership, mentoring and organizational skills. Demonstrated ability to exercise initiative, independent judgment and be a selfstarter.
Experience managing people/teams directly with the demonstrable ability to lead and be an agent for change
Bachelors of Science or Engineering Degree
Some Financial experience and understanding of IT contracts a strong asset
ITIL Foundations certified would be an asset
Agile experience or training would be an asset
PMP certification or training would be an asset
Collaborative and outstanding interpersonal skills

What you'll get

Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
Exceptional Career Development opportunities.
We'll support your professional development education.

Additional Information:
Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities.

If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged.

This process applies throughout your career with Aviva Canada.