Telecommunications Manager

Join TBK Bank!

At TBK Bank, we're a team of passionate, driven, collaborative, solutions minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK stands for helping the people and business in our communities succeed.  We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

Position Summary:  The Telecom Manager is a hands-on management role, responsible for the team management and design of all telephony solutions that drive contact center operations.

The Telecom Manager is responsible for identifying new solutions, recruiting, maintaining, coaching and managing a small team of engineers and administrators.  As part of the IT leadership team, you will understand the needs of the entire business, work to simplify and provide services to our business.

The Telecom Manager should have previous technical experience with the Five9 contact center platform, be quick to grasp new concepts, thorough in exploring the depths of an issue and persistent in understanding root cause of issues.  This role requires strong interpersonal skills due to continual interaction with managers and users with varying technical backgrounds in a fast-paced work environment.

• Provides technical leadership for all telephony services in the organization and serve as the owner of the technical success of networking projects
• Responsible for the development of standards and reference architecture within the organization relevant to technical contact center design
• Develops and maintain documentation for all aspects of the telephony systems
• Collaborates with team members across functional groups to establish requirements and design new solutions within defined parameters  
• Ability to independently manage multiple projects simultaneously
• Proactively seeks information and utilizes analytical and creative problem solving to create secure and reliable network systems
• Accountability on the use of services, handling of sensitive data, and resolving incidents and requests in compliance with FFIEC regulations
• Creating and updating documentation, performing assessments and reporting results
• Stays current with advances in technologies
• Perform other duties as assigned

Experience & Education:

• Bachelor’s degree in technical field and/or comparable industry certifications and experience
• Minimum 5 years in a UC engineering role
• Experience managing a team of engineering resources
• Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications
• In depth knowledge of one or more VoIP or cloud based Contact Center solutions like: Mitel, Five9, Nice! inContact, Twilio, Genesis, Cisco, Nuance, Avaya, Nortel, Interactive Intelligence, or other contact center software
• Solid technical knowledge or networking protocols such as TCP/IP, SIP, FTP/SFTP
• Virtualization experience with VMWare including VMWare ESXi, VMWare Horizon View, Microsoft Windows Server and Active Directory
• Knowledgeable in cloud telephony UCaaS and CCaaS
• Working knowledge of CTI, API and other integration points of modern contact center solutions

• Excellent triage and advanced troubleshooting skills
• Strong project management skills
• Strong technical writing and workflow diagram skills
• Ability to multi-task and stay focused at high levels of productivity
• Ability to work outside standard business hours
• Excellent verbal and written communication skills      

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic)
• Ability to work in a confined area
• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone
• Specific vision abilities are required by this job due to computer work
• Light to moderate lifting is required
• Regular, predictable attendance is required

Triumph Business Capital, Triumph Bancorp, Inc. and its subsidiaries reserve the right to modify this job description at any time, with or without notice. This job description in no way implies that these are the only duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise.

Equal Employment Opportunity Statement: Triumph Business Capital and Triumph Bancorp, Inc. and its subsidiaries, provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on.  Do it.  Apply Today!