BTS Infrastructure Manager - Voice and Contact Center Solutions

Lake County, IL, US
Sep 24, 2018
Required Education
Bachelors Degree
Position Type
Full time
The IT Infrastructure Manager - Voice and Contact Center Solutions is responsible for the enterprise-level architecture, design and implementation for all voice and contact center services globally. Voice and Contact Center services include: Avaya PBX and desk phones; Cisco Call Manager; Avaya call center solution as well as integrated call center software applications; Avaya soft phone. Additionally, staff reporting to this position provides level 4 engineering escalation.

In addition to broad AbbVie management responsibilities, additional responsibilities specific to this role are:

  • Engagement and thought leadership in the development of mission, vision, goals and strategy to deliver for voice and contact center solutions globally: 120+ sites and 5 contact centers.
  • SIP roadmap and implementation strategy for VoIP services globally.
  • Contact Center infrastructure and application suite integration including next generation solutions, services and capabilities.
  • Expected to maintain currency with new and emerging technologies and governs the broader team in researching, testing, proposing, and implementing voice and contact center solutions that meet or exceed the objectives and expectations of the business.
  • Unified Communication strategy thought leadership and development including global soft phone solution capabilities.
  • Owns and drives managed services, vendor and carrier management to deliver the highest voice and contact center operational support and user experience possible.
  • Participation in the development of multi-million dollar RFI's and RFP's for voice and contact center services and support.
  • Leads a team of 4-6 FTE and/or contractors and heavily interacts with managed service providers on a frequent basis.
  • Expected to develop, manage and forecast a budget in excess of $5MM annually with frequent accountability and reporting to senior and executive leadership.
  • Develops and maintains strong relationships with peer leaders in Unified Communications, Operations, IUX Release Management, Project Management Office and BTO's to ensure all demand is managed, delivery is consistent and operational transition is fluid.


  • Bachelor's degree in Computer Science or equivalent, preferably in an engineering discipline.
  • 12-15+ years proven track record of strong management and budget experience.
  • Ability to prioritize and multi-task.
  • Demonstrated effective leadership.
  • Demonstrated ability to coordinate cross-functional works teams toward task completion.
  • Advanced written and verbal communication skills.
  • Strong problem resolution skills.

  • Experience working in regulated industries (such as Pharmaceuticals or Finance) highly desirable.
  • Preferred: Experience with Voice and Contact Center enterprise solutions, or equivalent, both infrastructure and application suite integration:
  • Avaya - Communication Manager, Aura. Aura Mail, Session Manager, AES, OneX Communicator, Control Manager, ACD (Call Center Elite), IVR (Voice Portal), POM (Outbound dialing), Call Management System, Vectoring including variables, Marquee Wallboard
  • NICE - Recording, real time performance monitoring and reporting

Equal Opportunity Employer Minorities/Women/Veterans/Disabled