Detalle de la Oferta

Descripción de la Oferta

About the Role

We’re looking for an Omni-Channel Communications Manager to own the strategy, deployment, and day-to-day management of our enterprise-wide communications platforms. This is a hands-on, platform-agnostic role that oversees Unified Communications (UC) and Contact Center as a Service (CCaaS) solutions, including tools like 8x8, Cisco, Microsoft Teams, and future communication platforms.



You’ll collaborate across teams — from Inside Sales to HR, Executive Leadership, and Network Services — to integrate channels such as SMS, WhatsApp, and our CRM, ensuring seamless and efficient communication across the organization.



Key Responsibilities:

Lead the implementation, administration, and lifecycle management of UC/CCaaS platforms
Integrate key messaging channels (SMS, WhatsApp) with CRM and other business systems
Partner with Network Services on telephony, SIP, routing, and infrastructure coordination
Collaborate with department heads to align communication workflows with business goals
Develop, deploy, and optimize communication workflows, including AI-powered enhancements
Provide training, onboarding, and documentation for end users across teams
Monitor platform performance, troubleshoot issues, and recommend improvements
Ensure compliance with data privacy and communication regulations
Build custom dashboards and reports in Power BI using API integrations for data-driven insights
Serve as the primary technical liaison with vendors and end users


Qualifications:

Experience managing enterprise Unified Communications and/or Contact Center platforms (e.g., 8x8, Cisco, Microsoft Teams)
Strong knowledge of Omni-Channel integration, including SMS, WhatsApp, and CRM platforms
Technical aptitude for telephony infrastructure and API integrations
Proven ability to collaborate cross-functionally with diverse teams
Excellent communication, training, and documentation skills
Analytical mindset with experience in reporting tools like Power BI
Ability to manage multiple projects and evolving priorities

Educación Superior

Lenguajes