RealPage

Sr. Manager - Global Voice

Job Locations US-TX-Richardson
ID
20-9098
Category
Engineering
Position Type
Full-Time
Education
Bachelor's Degree
Travel
None

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!


We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.


Come join a team where your work makes an impact every day!

ABOUT THE TEAM

RealPage is seeking an experienced individual to lead our Global Voice Team.  This individual should enjoy working in a fast-paced environment where adaptability and flexibility is key to their success. This position is full-time and will be based at our corporate HQ in Richardson, TX.  We are seeking an IT professional with management and leadership experience in Voice systems to include Avaya, Nice WFM, PureCloud, TEAMs and Twilio.  The candidate must possess knowledge of managing a large-scale distributed environment.  The Manager is responsible for managing and maintaining UC system production including uptime, utilization, and repairs throughout the global footprint.

PRIMARY RESPONSIBILITIES

  • Manage UC Team responsible for the maintenance and operation of UC and supporting infrastructure in large scale enterprises.
  • Lead and Track multiple UC projects
  • Mentoring and developing engineers and technicians.
  • Build and lead a diverse, UC operations team, developing both the technical capabilities and leadership qualities of engineers and technicians.
  • Manage system upgrades, integration, automated provisioning process, rebuilds and other projects as required.
  • Implement process improvements and inform best practices in UC operations.
  • Predicting growth and scaling issues before they occur and implement solutions.
  • Deep understanding and ownership of Avaya, PureCloud, Twilio and like phone system products
  • Conducting regular audits to ensure compliance to RealPage polices and procedures.
  • Own Root Cause Analysis and Corrective Action Plans.
  • Track, report and communicate status of systems and resources
  • Working with senior management to propose, agree, and deliver IT service with defined Service Level Agreements.
  • Establish systems monitoring capabilities to proactively address issues
  • Establish application/systems patch management procedures
  • Monitor and maintain SLAs
  • Develop strategic goals and objectives for quality improvements.
  • Monitors metrics for significant deviations in quality or schedule
  • Provide strategic direction for team members regarding processes, policies, standards and support.
  • Collaborate with the Application Development and Infrastructure Services teams to plan the necessary resources (i.e., people) for larger initiatives.
  • Assists in development of long-term strategies for growth and maintenance of department resources.
  • Guide, support and mentor leadership team and staff, developing continuous growth opportunities and succession plans.
  • Develop & maintain supportive working relationships with other management and support team leaders.
  • Work closely with diverse vendors on contract/maintenance renewals
  • Manage the overall operational, budgetary, and financial responsibilities and activities of the department.
  • Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively.
  • Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
  • Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
  • Establish and maintain relevant controls and feedback systems to monitor the operation of the department.
  • Review performance data that includes financial, sales, and activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
  • Manage the preparation and maintenance of reports necessary to carry out the functions of the department. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment.
  • Communicate regularly with other managers, the directors and other designated contacts within the organization.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • BS or BA in a technical field or equivalent experience
  • 4+ years’ experience managing of 5+ technical resources
  • Experience managing off-shore teams
  • Knowledge of UC products such as Nice WFM, Avaya, PureCloud and Twilio
  • 3+ years’ experience managing multiple projects within the same time schedule
  • Knowledge of enterprise level infrastructure
  • Excellent verbal and written skills
  • Project management experience
  • Experience training, mentoring, and leading other engineers and technicians
  • Customer service experience required
  • Solid documentation skills, writing and reporting
  • Strong interpersonal skills
  • Strong research and problem-solving skills
  • Ability to prioritize many tasks and work independently as well as cohesively with a team
  • A "can-do" attitude
  • Results oriented

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • 4+ years of experience in global large-scale enterprise environments
  • 3+ years of experience building scalable infrastructure
  • Positive attitude and a drive to learn new technology

#LI-JL1

WHAT WE OFFER

At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

 

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

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