Director Voice Services

Services Remote, United States


Director Voice Services
Location: Remote

The Director of Voice Services leads a team that is fundamental to the production and delivery of Voice services at NICE inContact. In this position, the Director is expected to oversee daily operational activities and technical resources that guarantee service levels of a global voice service network hosted by NICE inContact. This leader is responsible for key processes and personnel in the product development and deployment lifecycle. Personnel include telecom provisioning and voice service teams.

Major Functions/Responsibility
  • The Director is collaborative leader and coach that works with and through others throughout the organization. This person aligns people and processes with the overall business goals of the company.
  • Manage and provide technical and project leadership regarding networks, systems expansion, upgrades and validation of voice equipment.
  • Manage and expand a 24x7 global team
  • Provide insight into technical designs to ensure solutions developed are consistent with strategic business plans.
  • Provide leadership to individuals on team(s) through coaching, feedback, development goals and performance management.
  • Prioritize, assign and manage department activities and projects.
  • Provide leadership, guidance and mentoring to technical support team individuals. Assess performance, maximize productivity and promote teamwork.
  • Develop training programs and provide growth paths. Foster positive employee relations.
  • Effectively communicate with other departments to determine the network system requirements, develop a plan and effectively execute the plan of the technical support projects.
  • Follow the company code of ethics and NICE inContact policies and procedures at all times. Communicate in an effective and professional way with both internal and external customers.
Required Education, Experience, and Specific Job Related Skills

Education Requirement:
  • Bachelor's degree in Computer science or related field or equivalent work experience required.
Experience Requirement:
  • ​5+ years experience as a Manager of highly technical teams working in a fast paced environment.
  • 12+ years data networks and telephony systems experience.
  • Ability to work in a fast-paced environment.
  • Excellent verbal and written skills.
  • Ability to meet and set short term and long-term objectives for self and assigned team.
  • Ability to adapt to changing conditions and plans with well-reasoned decision and minimal supervision.
  • Advanced computer literacy skills. ​
Experience Preferred:
  • ​Excellent verbal and written skills
  • Experience in a carrier grade telco environment
  • Ability to adapt to changing conditions and plans with well-reasoned decision and minimal supervision.
  • High degree of computer literacy

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.