Director Telecommunications at Auto Club Group in Dearborn, MI

Director Telecommunications Location: MI-Admin Office Building (AOB) It’s a great time to join AAA The Auto Club Group! JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD Job Type: Full time Exempt/Non Exempt: Salary Job Description: Position Summary Reports to (job title): AVP, Network Services I.  Position Description Primary Duties and Responsibilities (details of the basic job functions): This position is responsible for strategic planning, engineering, implementing and support of the Club’s voice communication services and equipment, Contact Center services, Workforce Management infrastructure & support in order to ensure that business objectives are met in the most efficient and cost effective manner. This position will also be responsible for the managing business relationships with major service providers and carriers such as AT&T, Lumen, Verizon; as well as, technology suppliers including Genesys, Avaya, and NICE.  In doing so this position will meet regularly with these key service providers and hold them accountable for operating costs, key operational deliverables, and strategic initiatives. This position will also be responsible for managing operational budgets and forecasts to ensure that targets are met as laid out in the budgeting cycle. This position initiates and/or assists in the identification of key strategies designed to minimize member interaction costs and improve member and agent experience. Works with all business units within the Club that including call centers and branch operations to determine needs and develop programs to support each business unit’s short and long term goals. Develops and implements a comprehensive corporate member interaction plan, audits and evaluates telecommunication systems efficiency and costs. Provides the on-going analysis and implementation of voice communication alternatives and technology enhancements to improve corporate functionality, reliability, user experience, and cost. Establishes standards for telecom service and ensures they are maintained by monitoring appropriate statistics and making recommendations regarding services used by business units and members. Directs, implements and maintains problem resolution and change management systems as they apply to telecommunications Develops and administrates telecommunications procedures, processes, training and development and best practices. Directs and develops Telecommunications staff and oversees the management of the central telecommunications function including work flow, staffing levels, skill development and alternative methods of providing telecommunications services. Supervisory Responsibilities (briefly describe, if applicable, or indicate None): Directly and indirectly, areas comprised of professional and technical personnel who may be distributed at one or more locations II. Required Qualifications (these are the minimum requirements to qualify) Education (include minimum education and any licensing/certifications): Bachelors Degree in Information Systems or Technology field of study or the equivalent work experience. Experience: 8-10 years experience in the telecommunications industry 5-8 years experience managing service providers and technology suppliers 5 years experience of budget management 5-8 years of managing people, providing direction and delegation 5-8 years of experience leading transformational technology projects Knowledge and Skills: Communicating and working with VP level leadership Understanding of Public Switched Telephone Network and the products offered by service providers. Some experience in strategic planning Skill in budget planning and management Standard Office product skill set Knowledge of industry telecommunication solutions such as Avaya Telephony, Cisco Telephony and Genesys Telephony Working knowledge of Workforce Management applications Understanding of Legacy and VoIP telecommunication technology. Understanding of Toll Free provisioning and Line Number Portability procedures. Understanding of Cloud based telecommunication service offerings Understanding of IVR and self-service as it relates to the telecommunications services Can manage contractors, business partners and service providers III. Preferred Qualifications Working knowledge and understanding of Avaya and Genesys PureConnect telecommunications technology Technical understanding of the GenesysCloud CCaaS solution How you will benefit: A competitive annual salary between $150,230 - $175,000 ACG offers excellent and comprehensive benefits packages, including: Medical, dental and vision benefits 401k Match Paid parental leave and adoption assistance Paid Time Off (PTO), company paid holidays, CEO days, and floating holidays Paid volunteer day annually Tuition assistance program, professional certification reimbursement program and other professional development opportunities AAA Membership Discounts, perks, and rewards and much more FLEX WORK IN WORK ENVIRONMENT This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy. Important Note: ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level. The above statements describe the principle and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfil these requirements. The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status. Who We Are Become a part of something bigger. The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance. And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other. We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger. To learn more about AAA The Auto Club Group visit www.aaa.com Important Note: ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level. The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements. The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status. Regular and reliable attendance is essential for the function of this job. AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.