Influence and execute the product strategy and roadmap for company ’s core services
 Manage the product engineering line life cycle from conceptualisation to tactical activities for products and services within their technical discipline
 Drive product engineering process across operational teams (primarily Technical Operations, Strategic Suppliers, Solution Architecture, Service Portfolio Management, Finance) through conceptualisation, service development through to service end of life (EOL)
 Ensure the product/services are fully integrated into company’s management tools
 Accountable for the security and stability of the products and services they develop and maintain
 Provide complete cost model for products and services to the Director of Enterprise Architecture
 Analyze potential partner/supplier relationships and technology for existing and developing services
 Maintain a complete, documented technical standard and baseline for their respective discipline
 Provide technical expertise and knowledge to the Service Portfolio and Sales team driving revenue opportunities
 Develop and engineer non-standard solutions where required ensuring there is a route to standardization and further monetization of that effort
 Provide operational and technical support as the highest level of expertise within company
 Provide monthly capacity, availability and reliability reporting for all technical and operational facets of products and services related to discipline

Skills

 Post-secondary education in IT or related field
 10+ years in IT services or related service-based organisation
 5+ years in a role of technical and/or process ownership
 Experience in telephony principles (both traditional PBX and IP)
 Experience in solution design and implementation of simplex/complex Cisco IP Tel solutions (i.e., Call Manager, Call Manager Express, IPCC solutions)
 Experience in successfully designing, building and deploying complex Cisco Voice projects

 Experience in Video Conferencing solutions (in particular, interaction with Cisco VOIP deployments).

 Knowledge of VOIP and PBX network solutions as it relates to hi-bred environments incorporating both PBX and VOIP integration.

 Knowledge of Contact Center business practices.

 Knowledge of Cisco routers, Gateways, IP routing, LAN and WAN technologies.

 Knowledge of data and network applications and protocols (such as TCP/IP, ISDN, Frame Relay, SIP)

 Certified Cisco Certified Voice Professional (CCVP)

 Understanding of technology and process frameworks including ITIL, CMMI, TIA-942, Zachman and The Uptime Institute
 Excellent written and verbal communication skills with specific focus on technical and operational documentation

Education

Post-secondary education in IT or related field