Lead Unified Communications - Orlando S. Park in Orlando Customer Care at Marriott Vacations Worldwide Call Center

Date Posted: 7/30/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

The Lead Unified Communications Specialist, supports the Senior Manager VoIP/Telecom Globally and all Corporate business, including disciplines to implement and support voice related activities for corporate Unified Communication solutions, including inContact and Ring Central's cloud-based technology. Works closely with corporate-based management teams. Provides insight to MVW's voice network life-cycle activities and communications technologies. Additionally, responsible for day-to-day support, management/execution of assigned technology projects, department initiatives while achieving project goals in alignment with IT processes.

Develops, monitors, improve and maintains effective Service Level Agreements (SLA) with IT customers in support of current and future needs for computing resources and telecommunication services. Develops and maintains effective relationships with internal/external customers/vendors to ensure high quality level service and support is provided for MVW's computing and telecom services. Responsible for assisting resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed timely and within budget. Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries; provides estimates for projects and manages against budgets.

Expected Contributions

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists more senior associates in achieving business results by:

- identifying opportunities to enhance the effectiveness of business processes.

- providing training and technical guidance to less senior staff, where appropriate, and

serving as point-of-contact for problem resolution.

- participating in setting department operating plans.

- recognizing and celebrating team successes.

- achieving results against budget within scope of responsibility.

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Lead the financial work estimates for projects and department which includes budget tracking and managing expectations of those estimates
  • Partners with change management, to ensure that all technology upgrades and new development enhancements are properly reviewed and approved prior to implementation
  • Provides input and promotes continuous improvement standards to create efficiencies and improvements to streamline processes or improvement in customer support
  • Provides status updates and comments to project owner(s), management, and/or team participants
  • Responsible for managing daily efforts which include; support and installation of telecom software applications and miscellaneous equipment.
  • Using inContact Studio work with Contact Center leaders to design and manage call flows in order to meet business needs. Suggest call flow enhancements as needed.
  • Identifies, resolution and documentation of software/hardware failures reported by MVW users or IT Help Desk
  • Acts as liaison/consultant to 3rd party vendors for projects and support to improve user experience
  • Provides technical guidance for Tier-2 Telecom support at our Corporate office and satellite locations
  • Responsible for Telephony Hardware Asset Tracking during the implementation and disposal process. This includes:
    • Documentation of all software and hardware supported systems.
    • Documentation of site-specific Unified Communications idiosyncrasies.
    • Creates or provide input for required written documentation within specified timeframe for asset tracking, billing and submits for approval.
    • May support/assist the workflow process.
  • As the subject matter expert, provides administrative support to applications and equipment of inContact and Ring Central VoIP environment (includes physical and soft phones).
  • Provides guidance to end users to help users embrace new technologies.
  • Serves as a liaison to IT management, telephony vendors, and corporate end users.
  • Responds and resolves system installation problems, escalate and follow up as appropriate.
  • Respond and resolves system problems, including system and software operating procedures while on property
  • Completes required documentation for asset and problem tracking on schedule
  • Special projects as assigned by Senior Manager VoIP/Telecom
  • Adapts, and positively reacts to changes within work environment.
  • Shift work and travel may be required

Experience:

  • Incontact Studio experience required.
  • Incontact Studio Certification - highly preferred
  • Ring Central - highly preferred
  • Contact center experience highly preferred
  • 3-4 years' work experience in technical customer service support or having equivalent kind of skills experience
  • Microsoft Windows 10 Technical Support
  • Microsoft Office 2016 (O365) Technical Support
  • Installation of Desktop Hardware/Software
  • Desktop Troubleshooting Skills
  • Video and Audio Web Conference Support

The Support Analyst Lead, supports the Senior Manager VoIP/Telecom Globally and all Corporate business, including disciplines to implement and support voice related activities for corporate Unified Communication solutions, including inContact and Ring Central's cloud-based technology. Works closely with corporate-based management teams. Provides insight to MVW's voice network life-cycle activities and communications technologies. Additionally, responsible for day-to-day support, management/execution of assigned technology projects, department initiatives while achieving project goals in alignment with IT processes.

Develops, monitors, improve and maintains effective Service Level Agreements (SLA) with IT customers in support of current and future needs for computing resources and telecommunication services. Develops and maintains effective relationships with internal/external customers/vendors to ensure high quality level service and support is provided for MVW's computing and telecom services. Responsible for assisting resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed timely and within budget. Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries; provides estimates for projects and manages against budgets.

Expected Contributions

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists more senior associates in achieving business results by:

- identifying opportunities to enhance the effectiveness of business processes.

- providing training and technical guidance to less senior staff, where appropriate, and

serving as point-of-contact for problem resolution.

- participating in setting department operating plans.

- recognizing and celebrating team successes.

- achieving results against budget within scope of responsibility.

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Lead the financial work estimates for projects and department which includes budget tracking and managing expectations of those estimates
  • Partners with change management, to ensure that all technology upgrades and new development enhancements are properly reviewed and approved prior to implementation
  • Provides input and promotes continuous improvement standards to create efficiencies and improvements to streamline processes or improvement in customer support
  • Provides status updates and comments to project owner(s), management, and/or team participants
  • Responsible for managing daily efforts which include; support and installation of telecom software applications and miscellaneous equipment.
  • Using inContact Studio work with Contact Center leaders to design and manage call flows in order to meet business needs. Suggest call flow enhancements as needed.
  • Identifies, resolution and documentation of software/hardware failures reported by MVW users or IT Help Desk
  • Acts as liaison/consultant to 3rd party vendors for projects and support to improve user experience
  • Provides technical guidance for Tier-2 Telecom support at our Corporate office and satellite locations
  • Responsible for Telephony Hardware Asset Tracking during the implementation and disposal process. This includes:
    • Documentation of all software and hardware supported systems.
    • Documentation of site-specific Unified Communications idiosyncrasies.
    • Creates or provide input for required written documentation within specified timeframe for asset tracking, billing and submits for approval.
    • May support/assist the workflow process.
  • As the subject matter expert, provides administrative support to applications and equipment of inContact and Ring Central VoIP environment (includes physical and soft phones).
  • Provides guidance to end users to help users embrace new technologies.
  • Serves as a liaison to IT management, telephony vendors, and corporate end users.
  • Responds and resolves system installation problems, escalate and follow up as appropriate.
  • Respond and resolves system problems, including system and software operating procedures while on property
  • Completes required documentation for asset and problem tracking on schedule
  • Special projects as assigned by Senior Manager VoIP/Telecom
  • Adapts, and positively reacts to changes within work environment.
  • Shift work and travel may be required

Experience:

  • Incontact Studio experience required.
  • Incontact Studio Certification - highly preferred
  • Ring Central - highly preferred
  • Contact center experience highly preferred
  • 3-4 years' work experience in technical customer service support or having equivalent kind of skills experience
  • Microsoft Windows 10 Technical Support
  • Microsoft Office 2016 (O365) Technical Support
  • Installation of Desktop Hardware/Software
  • Desktop Troubleshooting Skills
  • Video and Audio Web Conference Support

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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