For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.
Our Enterprise Technology team is currently seeking an IT Manager of Enterprise Voice Services in our Worcester, MA office or remote work location.
This is a full time, exempt role.
POSITION OVERVIEW:
Reporting to the Director Enterprise Voice Services, this leader will partner with business and technology leadership at the Hanover while leading a cross-functional team composed of both Hanover employees, and managed service provider resources If you are interested in working in a collaborative, innovative, and agile environment, then we want to hear from you. This is an exciting opportunity for an experienced IT professional looking for a new challenge.
This individual will lead the Enterprise Voice Services Engineering and Operations team. She/he will be responsible for the delivery and support of our voice, contact center and unified communication products, services, processes, vendor management, and financial management to ensure technology fit to architecture, engineering, operations support services, as well as, to identify when it is necessary to modify the technical architecture to accommodate technology and business needs.
IN THIS ROLE, YOU WILL:
- Key contributor to the development and execution of the Enterprise Voice Services strategy, roadmaps, standards, and designs for all voice technology infrastructure with direction from the Director Enterprise Voice Services.
- Identify, plan, lead, and implement Voice services Telephony and Collaboration projects.
- Responsible for the delivery and support of architecture, engineering and operations support services associated with, contact center telephony, branch telephony and workforce optimization with oversight of infrastructure engineering process and delivery with both Hanover resources and Managed Services Provider.
- Lead the implementation of telecommunications, call/contact center and UC solutions in support of business requirements.
- Oversee the change management process and procedures and attend weekly CAB meetings
- Manage the MSP resource demand and consumption process including forecasting and reconciliation.
- Manage Telecom Expense Management supplier ensuring timely and accurate processing of all telecommunications services invoices.
- Employ solid risk and security management practices, creative solutions, and suitable business judgement in delivering business solutions; ensure adherence to regulatory standards as well as compliance and confidentiality policies.
- Analyze industry, technology, and market trends to determine their potential impacts on the enterprise.
- Analyze the current business and IT environment to detect critical deficiencies and recommend solutions for improvement.
- Responsible for the performance management of staff, coaching, mentoring, succession planning, salary administration and overall talent management building diverse and high-performing teams.
- Work with the Director Enterprise Voice Services to manage strategic vendor and partner relationships.
- Partner with vendor management and strategic sourcing partners to formulate sourcing strategies and approaches including the optimization of internal resources
WHAT YOU NEED TO APPLY:
- Proven leadership experience within a multi-vendor telecommunications environment leveraging solutions provided by multiple vendors in all aspects of telecommunications, call/contact centers and unified communications services.
- Bachelor’s Degree in Computer Science, Information Technology, Engineering, Management Information Systems, or related fields
- Minimum of 15 years of relevant work experience with an emphasis on Voice and Contact Center technologies.
- Minimum of 10 years of staff and resource management and professional development.
- Must be eligible to work in the US without requiring sponsorship now or in the future (Green card holder or US citizen).
- Experience managing Managed Services resources with offshore presence including the coordination and tracking of all deliverables.
- Has in-depth knowledge of the technologies they are currently supported and a proven willingness to stay knowledgeable about and introduce new technologies that would enhance our businesses.
- Ability to work in a highly collaborative and highly matrixed, fast-paced, entrepreneurial, transparent, and flexible work environment.
- Provides leadership for delivery of 24/7 Voice services and operations.
- Ability to build strong insightful relationships quickly; must have top-notch communication skills (oral and written); must be able to network effectively at all levels but especially at the executive and business partner level.
- Strategic and insightful in their thinking, with good judgment, and an intuitive sense of where to look for opportunities to support the business from a technology standpoint.
- Strong communication, facilitation and presentation skills
- Budget management, forecasting, invoicing accruals, portfolio estimating, experience required.
- Vendor management experience required.
- Demonstrated track record of building and leading high-performing teams toward the successful attainment of challenging goals in support of the corporate business strategy with strong results orientation and sense of urgency.
- Proven track record of working closely with other leaders and rolling up their sleeves (if needed), to get the job done.
- Promotes collaboration, accountability, respect, empowerment, recognition, and provides ongoing coaching to employees.
Technical Skills Required
- 10 years of global hands-on technical and leadership experience in managing complex heterogenous voice platforms: On premise, hybrid, cloud.
- Working Knowledge of VoIP protocols, topologies, telecommunications circuits, and related technologies (e.g. SIP, SBC’s, SCCP, MGCP, H.323, H.264, TCP/IP, UDP, RTP, VLANS, Security, QoS, PRI E1/T1)
- Experience with multiplatform unified communications, collaboration, video, and telephony environments (e.g., Avaya, Microsoft, Verint & Nice).
- Experience in enterprise integration, implementation, configuration, and support of communications technologies (PBX, VOIP, UC, contact center)
- In depth experience in voice performance monitoring and capacity management including creating daily, weekly, and monthly reporting metrics.
- Familiarity with Microsoft Teams suite including MS Teams calling.
- Experience with cloud and hybrid solutions in support of telecommunications and call/contact center systems and solutions.
- Advanced knowledge and skills in the implementation and integration for large-scale voice and call/contact center implementations and migrations.
- Strong troubleshooting skills related to telecommunications incidents and problems.
CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:
- Medical, dental, vision, life, and disability insurance
- 401K with a company match
- Tuition reimbursement
- PTO
- Company paid holidays
- Flexible work arrangements
- Cultural Awareness Day in support of IDE
- On-site medical/wellness center (Worcester only)
- Click here for the full list of Benefits
EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.
Privacy Policy:
To view our privacy policy and online privacy statement, click here .
Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here
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