Contact Centre Telephony Manager

Job Description
Contact Centre Telephony Manager

Job description
• RelateCare, a Huron company
• The role You will own the day-to-day health of our contact-centre product estate and the service around it: Genesys Cloud (around 650 concurrent users), Mosaic Voice, SuccessKPI, 8x8 disaster-recovery telephony and the Bandwidth carrier, plus new products as we adopt them. This is a player-coach role. You set priorities and own the SLAs, the vendor and carrier relationships, the shift roster and the on-call rota. You are the single point of accountability for keeping the service running, and you stay hands-on for the harder Level 2/3 work. You will hold a clear boundary. Running, maintaining and improving what already exists belongs to your team. New design and build belongs to our AI Enablement and project teams, and your team takes on new capability, including AI-enabled capability, once it is ready to be taken into service. The team also runs our managed Genesys service for external clients once each client's platform is live, and you are their named account contact. At a glance Team Contact Centre Products, RelateCare IT Direct reports Two Contact Centre Telephony Specialists initially, based across Puerto Rico or Time split About 60% service ownership and people leadership, 40% hands-on Location Puerto Rico Working pattern Follow-the-sun model, Monday to Friday. You work broadly a normal Puerto Rico working day, covering the later part of the team's service hours. On-call On-call rota shared across this team and up to three other individuals, covering evenings, nights and weekends, for major (P1) incidents and disaster-recovery invocation only. An on-call allowance is paid. Platforms Genesys Cloud (primary), Mosaic Voice, SuccessKPI, 8x8 and Bandwidth
• What you will do Service ownership
• Own the single request queue and be the accountable owner for the stability, availability and day-to-day performance of the estate, seeing Level 1 and Level 2 work through to resolution within SLA.
• Own the shift roster and the on-call rota, and act as escalation owner for out-of-hours major incidents and disaster-recovery invocation.
• Lead major-incident coordination and communications. Make sure root cause is fixed by the team or escalated, and that incidents are trended as well as closed.
• Own the reporting pack (requests and SLA, users and licences, incidents, change, carrier, disaster recovery and product health), report weekly to leadership, and own licence utilisation and cost management.
• Hands-on administration
• Handle the harder Level 2 work yourself: complex configuration, routing adjustments and non-routine access. Act as first escalation point for the specialists.
• Approve user access, role and permission changes across the products, keeping the estate secure and least-privilege.
• Lead the improvement of existing configuration, such as role redesign and queue and campaign optimisation.
• Vendors, releases and change
• Own the vendor, carrier and partner relationships across the estate, including our Genesys managed service provider: track cases, hold delivery to account and manage support contracts.
• Run release and change management: read release notes, assess and communicate the impact, coordinate the rollout of like-for-like updates under lightweight change control, and route new design to the project team.
• People and the boundary with project work
• Line-manage, coach and develop the specialists. Build cross-skilling and clear standard operating procedures so the service is resilient to leave and departures.
• Support the handover of new capability into the team, making sure it arrives with documentation, known-error notes, access and an agreed support model.
• Protect the team's capacity. Agree and cap any time the team spends on project delivery.
• Managed-service clients
• Act as named account contact for each managed-service client once their platform is live, running weekly reviews from go-live, monthly reviews from month three and quarterly business reviews.
• Manage each client's agreed monthly service hours, report usage against them and issue the monthly and quarterly service reports.
• Act as escalation owner for client-reported incidents. Building a new client's platform is delivered separately; your team takes it on at go-live through the agreed handover.
• What you bring Essential
• Solid hands-on Genesys Cloud administration across users, roles, routing, flows and basic telephony. Very strong experience on a comparable cloud contact-centre platform will be considered.
• Experience running a support or platform-operations service (queues, SLAs, incidents and escalations) in a contact-centre or IT environment.
• A track record of leading, mentoring or coordinating a small technical team, formally or informally, ideally across locations and time zones.
• Comfortable managing technology vendors and a telephony carrier (SIP, DIDs, porting), and turning release notes into practical impact.
• Experience running a shift and on-call rota, and coordinating disaster-recovery readiness. Desirable
• Genesys Cloud certification (Professional or Administrator) or ITIL Foundation. Practical credibility matters most.
• Exposure to adjacent products: voice AI and agent assist, analytics and quality management, and disaster recovery.
• Experience as a named service contact for external clients, or of managing licence cost. How you work
• Calm under pressure and accountable. You own the outcome when something breaks.
• A player-coach: happy to lead and prioritise, and equally happy to work in the platform.
• Pragmatic about what your team should fix and what must be escalated. You protect the service without becoming a blocker.
• A clear communicator with users, leadership, vendors, clients and the project team, who uses volume, SLA and KPI data to make the case for change or headcount. Success in your first 12 months
• One front door, clear SLAs and a basic reporting pack are live across the estate, with SLA attainment measured and consistently met.
• Incidents are handled and trended, and the estate runs with no avoidable surprises.
• The specialists are cross-skilled with documented procedures, and the service holds up through planned and unplanned leave.
• New design is escalated cleanly, the team's capacity is demonstrably protected, and vendor and release cadences are running across the products. How success is measured You will baseline the team's measures in your first 90 days and agree targets with leadership: SLA attainment, ageing tickets, user satisfaction, access turnaround, estate and carrier availability, time to restore major incidents, disaster-recovery test results, licence utilisation, change success rate and the share of team time spent on project work. Work

Location:
In person