Systems Engineering - Senior Manager

Job Description
The Telephony Engineering Manager position for the CVS Health Enterprise manages a team and vendors that installs, implements, and supports enterprise technologies enabling computing environments to meet service level agreements. Set standards and direction for staff to ensure their success enabling the business to achieve superior customer satisfaction.
This position will lead and support the Telecom Engineers delivering application support and project delivery. Work includes IT-sponsored projects, Facilities-sponsored projects, or projects sponsored by the business and vendor engagement for applications. Key job responsibilities include:
• The candidate must possess strong communications skills and must be able to handle multiple projects concurrently with strong attention to detail and be highly organized
• Represent the team at business and project meetings, gather project requirements and coordinate with internal and vendor resources to deliver services
• Manages team that identifies, evaluates, implements, integrates and tests
new and existing products that meet business area requirements
• Work with Finance teams to resolve invoicing and payment issues as required
• Participates in setting standards for overall design, implementation and
enhancement of the environment for applications usage
• Utilizes knowledge of industry trends to address CVS Health business needs
• Obtains vendor quotes and statements of work (SOW) to support design and installation
• Processing quotes for purchase orders (EITS-sponsored projects only), or working with project teams to ensure they have processed orders timely and properly
• Scheduling vendor resources for support, EITS projects or working with project teams to support their projects; coordinate meetings and follow up on project deadlines
• Ensure that projects are completed on time and stay within budget
• Keeps abreast of new hardware and software developments to facilitate application currency
• Coaches staff in developing the standards for installation and testing of
new operating system releases and fine-tuning existing systems software
• Assembles teams and sets direction for the examination of alternative approaches,
new software or modifications to the infrastructure
• Identifies opportunities and reviews recommendations to upper
management to improve availability, reliability, efficiency, performance and
overall service within CVS Health's environment
• Communicates changes, updates, and information regarding overall design
and implementation of the environment across company to staff,
peers, and superiors
• Builds a strong functional team through the provision of timely
training, diverse assignments, coaching, mentoring, and fostering
• Ensures that succession planning is addressed
• Works with team, peers and senior management to develop unit objectives
• Contributes to and communicates departmental business plan. Ensures
team objectives are tied back to departmental and company business plans
• Standard personnel management duties including goal setting, mid-year/annual reviews and regular 1:1 status meetings and feedback with the team and individuals
• Manages employee performance and feedback through individual
scorecards, performance review discussions and development plan
collaboration. Takes appropriate corrective action to address performance issues.
• Promotes the values of a high-performance culture within the team
• Use of Clarity to manage resource allocations, time planning and timesheet review/approval

Required Qualifications
• Demonstrated leadership in managing large scale corporate projects and/or
technical staff
• Demonstrated skill designing and managing enterprise environments across diverse lines of businesses
• Excellent interpersonal and communications skills
• Ability to communicate clearly, accurately and professionally, both verbally and in writing
• Strong project management skills with ability to prioritize work based on timeline requirements; ability to adjust work based on changing requirements
• Ability to work as a liaison with internal teams, managers, other employees, vendors and contractors at all levels of the organization
• 10+ years experience with traditional voice technologies, including PBX, voice messaging and automation
• 7-10- years experience with call center technologies
• 5+ years experience with Avaya and Cisco voice and contact center technologies
• 3-5 years experience with cloud based telephony services
• 3-5 years experience with SIP end points
• 3-5 years experience with unified communications and collaboration solution, including IM and presence
• Demonstrable ability to work independently with minimal supervision and be self-directed
• Must be able to function well in a fast-paced team environment, with the ability to negotiate as needed when competing priorities exist
• Strong organizational, leadership and consensus building skills; ability to motivate and lead teams

Preferred Qualifications
• Healthcare experience is a significant plus
• Experience with high call volume and large contact center environments

Associates or Bachelor's Degree preferred and/or equivalent working experience

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.