Manager - Telecommunications

This role sits at the center of a major transformation-bringing consistency, strategy, and modern technology to more than 30 contact centers across the organization. The Manager of Telecommunications will lead the evolution from decentralized, on-premise environments to a coordinated, cloud-based model that improves reliability, agent efficiency, and the customer experience. Partnering closely with contact center leaders and IT stakeholders, this role shapes how patients, customers, and teams connect with SSM Health every day-turning complex telephony environments into seamless, scalable, and future-ready solutions., + Makes recommendations for infrastructure enhancements and innovative technology.

• Manages services with respect to monitoring performance, service levels and problem resolution.

• Performs long-range planning, budget planning, forecasting, and vendor management.

• Works collaboratively with IHT management and telecommunications team to develop and maintain standards, procedures and documentation, including disaster recovery plans.

• Identifies business needs and provides technology solutions.

• Manages telecommunications projects, ensure alignment to strategic goals.

• Works collaboratively with management setting telecommunications direction.

• Acts as a resource for less experienced staff by providing insight, troubleshooting assistance and technical questions.

• Manages the telecommunications team, oversees task and resource allocation.

• Performs other duties as assigned.

• Bachelor’s degree in computer science or related field, or equivalent combination of experience and education

EXPERIENCE

• Five years’ experience, with two years in leadership

PREFERRED EXPERIENCE

• Experience leading enterprise-scale contact center environments

• Demonstrated success driving contact center standardization and coordination strategies across decentralized operations.

• Hands-on experience migrating contact center platforms from on-premises to cloud environments.

• Familiarity with cloud-native contact center solutions

• Proven ability to influence and align multiple contact center leadership teams toward consistent workflows and caller experiences.

• Experience supporting large-scale technology transformation initiatives impacting customer-facing operations.

• Background working in high-volume contact center environments.

PHYSICAL REQUIREMENTS

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.

• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.

• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.

• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.

• Frequent keyboard use/data entry.

• Occasional bending, stooping, kneeling, squatting, twisting and gripping.

• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.

SSM Health values our exceptional employees by offering a comprehensive benefits package to fit their needs.

• Paid Parental Leave : we offer eligible team members one week of paid parental leave for newborns or newly adopted children (pro-rated based on FTE).

• Flexible Payment Options: our voluntary benefit offered through DailyPay offers eligible hourly team members instant access to their earned, unpaid base pay (fees may apply) before payday.

• Upfront Tuition Coverage : we provide upfront tuition coverage through FlexPath Funded for eligible team members.