Archive for the ‘ At&t Jobs ’ Category

Contact Center National Practice Lead

CC Dallas

 

AT&T Consulting NPL

 

 

Practice Director, Contact Center Consulting Services

General Qualifications

A seasoned and creative thought leader with extensive and large scale architecture and

deployment experience in Contact Center transformation. Has a proven track record of developing

complex, multi-vendor Contact Center solutions, and the ability to drive new Contact Center and pull-
through revenues through dynamic customer sales interaction.

Role Overview

The AT&T Consulting Practice Director has several primary responsibilities:

 Builds immediate customer credibility through technical presales support on strategic sales

opportunities. Leads executive customer interactions, and can develop and facilitate Whiteboard

Sessions and customer workshops. Is viewed as a Trusted Advisor by customers.

 Is directly responsible for driving $4-6M of Consulting revenues. Develops Consulting Statements

of Work (SOWs) and supports larger RFP responses in coordination with other arms of AT&T.

 Sets the strategic direction for the Consulting Contact Center service portfolio, incubates new

offerings, and coordinates with the roadmap of other related AT&T offerings.

 Establishes and maintains strategic vendor alliances for 3rd party delivery augmentation of the

portfolio.

 Provides delivery leadership in an engagement management / steering capacity, and part time (up

to 25%) strategic billing, such as in Strategy and Roadmap” engagements.

 Provide matrixed leadership to the field consultants for professional development.

 Maintains knowledge management repository to support sales and delivery.

Education and Certifications

 Bachelor’s Degree or Equivalent professional experience.

 Certified Professional: Certifications in Cisco, Avaya, and/or Genesys Contact Center solutions.

Cisco CCIE, Microsoft Skype, and MS Office 365 a plus.

Contact Center Experience

 15+ years contact center industry experience, including consulting experience in converged (IP)

solutions, and as SME leading contact center deployments for the global 500.

 Experience architecting and deploying a wide range of contact center solutions including IVR

application development, CTI integrations, SIP transformation/integration, recording/monitoring

services, customer experience analytics, real-time status notifications, and business and voice

continuity planning.

 Multi-vendor, multi-product expertise including current and recent offerings by Cisco, Avaya,

Genesys, Aspect, Edify and Interactive Intelligence.

 Knowledge of and experience with customer contact and channel strategy development across a

variety of industry verticals such as: financial, healthcare, manufacturing and retail.

 Cross-disciplinary understanding of infrastructure including: Mobility, LAN/WAN, IP Telephony,

Security including PCI, Service Management, and Contact Centers as a Service.

Consulting, Sales, Business and Interpersonal Skills

 Possesses a broad range of technical, sales, business, and interpersonal skills to quickly establish

credibility in the eyes of executive customer stakeholders.

 Has the business acumen to lead Strategy and Roadmap service delivery, including the financial

analysis to help customers justify investments and engage in follow-on scope.

 Excellent written and verbal presentation skills.

 Ability to travel up to 50%.

 Proven partnership with sales and in developing strategic account plans.

 Leadership experience in matrixed environments to develop field practitioners.

 Ability to effectively cross-sell to create “pull through” revenues in managed services, transport,

security, and other solutions.

NYC ITSM Architect

•        Fluent knowledge of current day ITSM management technologies and best practices as they are applied to process, workflow and procedure development, incorporation and enhancement, specifically:

•        HP OM, NNMI

•        BMC ITSM Remedy Suite

•        Strong program management skills that can facilitate cradle to grave program execution and milestone satisfaction

•        Strong teaming and collaboration skills and expertise

•        Hands-on expert level experience working with functional operations architecture

•        Hands-on experience working on NOC Planning, Designing , Building

•        Service Catalogue Development

•        BS or MS in IT or 10+ year’s experience

•        ITSM Certification

•        Intermediate level administration and customization for the BMC ITSM suite with strong past experience focus on form development, workflow design, general administration duties and programming pertaining to these applications

•        Intermediate level expertise on base ITSM application suite design following the direction of an ITIL process and BMC ITSM architect

•        Intermediate level expertise with MSSQL or other DBMS supporting the BMC ITSM suite of products

•        Intermediate to strong working knowledge of IT service management and operations architecture (people, process and technology)

•        Knowledge of current NMS, Element and ITSM vendor solutions from HP

•        Adaptability to a very dynamic and challenging working environment

•         Strong IT (NOC) enterprise operations acumen pertaining to the incorporation of practical experience and expertise in developing functional operations architecture that uniformly links resources, processes and management technology platforms together in a converged COE (Centers of Excellence) operating model. Candidate must possess strong process to operations management technology mapping/realization experience and be fluent in workflow orchestration design and implementation experience, with specialization in one or all COE disciplines (NOC operations).

•        Strong vision setting, concept articulation and exceptional communications skills (presentation and written) that would facilitate effective partnering with both client and internal executive and technical leadership teams

•        Fluent knowledge of current day ITSM management technologies and best practices as they are applied to process, workflow and procedure development, incorporation and enhancement

geek it

Hiring UC/SIP Sr Level Consultants – Manhattan – Fulltime big bucks

nyc

We have multiple full time opportunities for UC/SIP SME’s.  These positions will be within the most elite technical professional services team in the United States.  You will be challenged and have the opportunity lead, architect and deliver the most advanced solutions in the United States.   Make the move for your future!

15+ years of experience in planning, designing and deploying complex telecommunications and data infrastructures. Background includes business thought leadership and needs analysis, solutions design, infrastructure and application implementation, management and operational process development, troubleshooting and documentation.  Possesses strong analytical and problem solving skills, the ability to maintain positive attitudes through effective team building, enjoys mentoring others, and consistently produces at a high level of productivity. Very good oral and written communication skills

  • LAN/WAN expertise – Intermediate
  • Routing & Switching knowledge – Intermediate
  • Cisco Unified Communications Manager (UCM) Operation and Configuration  – Expert
  • Cisco Unified Communications Manager (UCM) trouble-shooting and diagnosis – Expert
  • Cisco IOS Voice Gateway – Expert
  • Sonus/Acme Packet/AudioCodes/Cisco CUBE Session Border Controller Design/Implementation – Expert
  • Diagnosing diverse call flows (SIP, SCCP, Q.931, T.38, Modem pass thru/relay protocols, Wireshark captures, Realtime Transport Protocols (RTP)) – Expert
  • Quality of Service (QOS) knowledge – Expert
  • Alternative solutioning if design is compromised by unknowns – managing architect for large complex organizations SIP transformation – Expert
  • Legacy PBX interaction – Expert

National Practice Lead – Contact Center

Roznos Enterprises LogoAT&T Consulting Position Description

Practice Director, Contact Center Consulting Services

 

 

 

 

General Qualifications

A seasoned and creative thought leader with extensive and large scale architecture and

deployment experience in Contact Center transformation. Has a proven track record of developing

complex, multi-vendor Contact Center solutions, and the ability to drive new Contact Center and pull-
through revenues through dynamic customer sales interaction.

Role Overview

The AT&T Consulting Practice Director has several primary responsibilities:

 Builds immediate customer credibility through technical presales support on strategic sales

opportunities. Leads executive customer interactions, and can develop and facilitate Whiteboard

Sessions and customer workshops. Is viewed as a Trusted Advisor by customers.

 Is directly responsible for driving $4-6M of Consulting revenues. Develops Consulting Statements

of Work (SOWs) and supports larger RFP responses in coordination with other arms of AT&T.

 Sets the strategic direction for the Consulting Contact Center service portfolio, incubates new

offerings, and coordinates with the roadmap of other related AT&T offerings.

 Establishes and maintains strategic vendor alliances for 3rd party delivery augmentation of the

portfolio.

 Provides delivery leadership in an engagement management / steering capacity, and part time (up

to 25%) strategic billing, such as in Strategy and Roadmap” engagements.

 Provide matrixed leadership to the field consultants for professional development.

 Maintains knowledge management repository to support sales and delivery.

Education and Certifications

 Bachelor’s Degree or Equivalent professional experience.

 Certified Professional: Certifications in Cisco, Avaya, and/or Genesys Contact Center solutions.

Cisco CCIE, Microsoft Skype, and MS Office 365 a plus.

Contact Center Experience

 15+ years contact center industry experience, including consulting experience in converged (IP)

solutions, and as SME leading contact center deployments for the global 500.

 Experience architecting and deploying a wide range of contact center solutions including IVR

application development, CTI integrations, SIP transformation/integration, recording/monitoring

services, customer experience analytics, real-time status notifications, and business and voice

continuity planning.

 Multi-vendor, multi-product expertise including current and recent offerings by Cisco, Avaya,

Genesys, Aspect, Edify and Interactive Intelligence.

 Knowledge of and experience with customer contact and channel strategy development across a

variety of industry verticals such as: financial, healthcare, manufacturing and retail.

 Cross-disciplinary understanding of infrastructure including: Mobility, LAN/WAN, IP Telephony,

Security including PCI, Service Management, and Contact Centers as a Service.

Consulting, Sales, Business and Interpersonal Skills

 Possesses a broad range of technical, sales, business, and interpersonal skills to quickly establish

credibility in the eyes of executive customer stakeholders.

 Has the business acumen to lead Strategy and Roadmap service delivery, including the financial

analysis to help customers justify investments and engage in follow-on scope.

 Excellent written and verbal presentation skills.

 Ability to travel up to 50%.

 Proven partnership with sales and in developing strategic account plans.

 Leadership experience in matrixed environments to develop field practitioners.

 Ability to effectively cross-sell to create “pull through” revenues in managed services, transport,

security, and other solutions.

 

UC/Sip Sr Consultant position in Michigan – Fortune 10 client focus

MI_StateIcon

We have multiple full time opportunites for UC/SIP SME’s.  These positions will be within the most elite technical professional services team in the United States.  You will be challenged and have the opportunity lead, architect and deliver the most advanced solutions in the United States.   Make the move for your future!

15+ years of experience in planning, designing and deploying complex telecommunications and data infrastructures. Background includes business thought leadership and needs analysis, solutions design, infrastructure and application implementation, management and operational process development, troubleshooting and documentation.  Possesses strong analytical and problem solving skills, the ability to maintain positive attitudes through effective team building, enjoys mentoring others, and consistently produces at a high level of productivity. Very good oral and written communication skills

  • LAN/WAN expertise – Intermediate
  • Routing & Switching knowledge – Intermediate
  • Cisco Unified Communications Manager (UCM) Operation and Configuration  – Expert
  • Cisco Unified Communications Manager (UCM) trouble-shooting and diagnosis – Expert
  • Cisco IOS Voice Gateway – Expert
  • Sonus/Acme Packet/AudioCodes/Cisco CUBE Session Border Controller Design/Implementation – Expert
  • Diagnosing diverse call flows (SIP, SCCP, Q.931, T.38, Modem pass thru/relay protocols, Wireshark captures, Realtime Transport Protocols (RTP)) – Expert
  • Quality of Service (QOS) knowledge – Expert
  • Alternative solutioning if design is compromised by unknowns – managing architect for large complex organizations SIP transformation – Expert
  • Legacy PBX interaction – Expert

Hiring UC/SIP Senior Consultants 15+ yrs of experience – anywhere USA

SIP Wars

We have multiple full time opportunites for UC/SIP SME’s.  These positions will be within the most elite technical professional services team in the United States.  You will be challenged and have the opportunity lead, architect and deliver the most advanced solutions in the United States.   Make the move for your future!

 

 

15+ years of experience in planning, designing and deploying complex telecommunications and data infrastructures. Background includes business thought leadership and needs analysis, solutions design, infrastructure and application implementation, management and operational process development, troubleshooting and documentation.  Possesses strong analytical and problem solving skills, the ability to maintain positive attitudes through effective team building, enjoys mentoring others, and consistently produces at a high level of productivity. Very good oral and written communication skills

  • LAN/WAN expertise – Intermediate
  • Routing & Switching knowledge – Intermediate
  • Cisco Unified Communications Manager (UCM) Operation and Configuration  – Expert
  • Cisco Unified Communications Manager (UCM) trouble-shooting and diagnosis – Expert
  • Cisco IOS Voice Gateway – Expert
  • Sonus/Acme Packet/AudioCodes/Cisco CUBE Session Border Controller Design/Implementation – Expert
  • Diagnosing diverse call flows (SIP, SCCP, Q.931, T.38, Modem pass thru/relay protocols, Wireshark captures, Realtime Transport Protocols (RTP)) – Expert
  • Quality of Service (QOS) knowledge – Expert
  • Alternative solutioning if design is compromised by unknowns – managing architect for large complex organizations SIP transformation – Expert
  • Legacy PBX interaction – Expert

 

Senior Technical Project Manager – California

enjoy

 

Great opportunity for a Senior Level Project Manager!  

 

 

1) Geographic Location

a) Anywhere within the State of California. Preferably within close proximity to one of the major

metropolitan areas: San Diego, Orange County, greater Los Angeles area, San Jose, San Francisco Bay

Area, Sacramento.

2) Requirements

 Bachelor’s degree or equivalent.

 PMP Certification.

 Ability to travel throughout the USA, up to 100% of the time. Travel is typically around 25% of time and

is typically within the state of CA, but can be up to 100% and be throughout the country.

 Skilled in use of MS Project, Excel, Word, Visio and PowerPoint

 Excellent verbal and written communications skills. Ability to give polished presentations to groups of

20 or more people.

 Ability to facilitate and lead group meetings.

 Ability to lead teams and drives project results.

 Program Management Experience. Experience leading teams of Project Managers.

 Project Management Experience – Experience managing LAN infrastructure migrations.  Including:

equipment procurement management, schedule development, scheduling of field engineering

resources, engagement of third party vendors, oversight of engineering design process (performed by

Network Engineer), oversight of field engineering activities, responsible for client communications,

responsible for coordination with client personnel, responsible for the development of project

documentation.

 Experience in customer service.  Ability to work effectively with clients in a complex political

environment.

 Ability to handle a heavy workload under tight timeframes.

 Outstanding attention to detail.

 Ability to adhere to strict program standards. Adhere to complex program processes.

 Ability to develop project management tools, templates and processes.

 Can telecommute when not required on the client site. Might be required to be on client site up to

100% of the time.

 Must be resident in California, preferably in or near one of the major metropolitan areas (Los Angeles,

San Francisco, San Jose, San Diego or Sacramento).

3) Description of Work – Project Management

The activities to be managed by the AT&T Consulting Project Manager include, discovery, physical and

logical design, project planning, project coordination, logistical planning, procurement, schedule

development, equipment/software implementation and closeout. The project manager will utilize a

structured approach to project management, which includes the following phases of a project: Initiation,

Planning, Execution, Controlling and Closure.

A. Initiation

During the Initiation Process, the AT&T project manager works with the AT&T team and the customer to

understand the needs of the customer and ensure they are met during the project implementation. During

the Initiation Process, the project manager’s activities include the following, as applicable:

1. Study all relevant documents, including but not limited to: Statements of Work, Bill(s) of Materials,

client Standards and client Architecture guidelines.

2. Review entries made into AT&T’s internal ordering, billing and tracking systems for

completeness.

3. Begin dialogue with customer representatives, other AT&T work groups, AT&T subcontractors

and 3rd party vendors to identify available resources and project team personnel.

4. Research the expected availability of proposed equipment and required resources.

5. Develop and review High-Level Project Milestone Schedule with customer representatives.

B. Planning

The AT&T project manager works with the customer representatives and the AT&T project team

resources to develop a detailed project plan as a road map to reach a successful outcome of the project.

During the Planning Process, the project manager’s activities include the following, as applicable:

1. Organize and lead project kick-off meeting(s) with appropriate AT&T and customer

representatives.

2. Review all project documentation to develop a concise list of all project tasks.

3. Develop a detailed project communications plan, including, but not limited to: the contact list,

project organization chart, status reporting channels, escalation process, responsibility matrix,

documentation list, project website, expected project reports and meeting agenda and dates.

4. Develop the Work Breakdown Structure (“WBS”).

5. Organize the WBS within the proposed major milestones to set dates and dependencies.

C. Execution

The AT&T project manager coordinates and directs the various AT&T technical and organizational

resources that are assigned to the project. Leadership, communication and negotiation skills are essential

to effective project execution. During the execution process, the project manager’s activities include the

following, as applicable:

1. Drive the project using the project timeline prepared during the planning process.

2. Create a dynamic action list to track issues as they develop, who should resolve, and the results.

3. Organize, lead and report to customer the developments of project team meetings such as status

report meetings, project planning meetings and design review meetings.

4. Receive and review all specifications and drawings deemed to be accurate and complete by

AT&T engineering and distribute to AT&T field personnel as needed.

5. Interface with the AT&T staging center for delivery of made-ready network electronics, installation

forces, contractors and others to allow timely arrivals to the Site per the project plan.

D. Control

The AT&T project manager ensures that project objectives are met by AT&T resources by monitoring and

controlling project activities, which may include corrective actions. Variances to the project plan are

continually evaluated and adjustments are made if necessary. These adjustments may occur throughout

the life cycle of the project and are often in response to customer needs. During the Controlling Process,

the project manager’s activities include the following, as applicable:

1. Ensure verification of the project scope through several ongoing activities that include reviewing

project documents and participating in discussion during project meetings, developing and

maintaining the project schedule and establishing test and acceptance criteria.

2. Control changes to the project scope by verifying that activities are compliant with specifications,

monitoring the project and updating the project plan. Changes to the SOWs, project schedule or

other accepted documents will be made under the terms of the COR process and must be

coordinated through the AT&T project manager.

3. Control project schedule by monitoring and reporting task progress versus schedule, managing

critical path activities, triggering Equipment deliveries and AT&T field personnel, and maintaining

the project schedule.

4. Confirm adherence to quality standards and monitor Customer satisfaction by ensuring

specifications and designs are reviewed, approved and forwarded to field personnel, reviewing

processes to ensure effectiveness, striving to foresee and mitigate project risks, and acting as

single point of contact for responsibility for overall project success.

5. Gather, prepare, document and disseminate project information and performance reports via

status reports. Track and document progress made versus project schedule, accomplishments

to-date, and upcoming project tasks.

E. Closure

The AT&T project manager will pursue an orderly conclusion to the project’s installation and the formal

acceptance by the customer in order to transition to post-installation support such as monitoring and

maintenance. During the closure process, the project manager’s activities include the following, as

applicable:

1. Consolidate test and acceptance records for the customer. Solicit, consolidate, and work with

appropriate parties to clear punch items.

2. Ensure long-term maintenance and support organizations have appropriate documentation and

contact information is provided to the customer and Chancellor’s Office.

3. Solicit and consolidate key project documents and “as-built” drawings into project binder(s) or

project CD(s).

4. Compares the list of project tasks with work performed to ensure the project is complete per the

requirements.

5. Review all status reports and action items to ensure all items have been resolved. Obtain

Customer acceptance of the work performed.