Director Telecom & Contact Center Systems

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The telecom/contact center lead is responsible for managing the telecommunications and contact center technology infrastructure. The successful candidate will be a talented technologist as well as a capable communicator. They will work closely with line of business contacts to ensure that all needs are prioritized and handled appropriately. They will also be responsible for maintaining relationships with infrastructure and consulting partners. The telecom & contact center technology lead is accountable for developing and maintaining documentation for their systems. 

• Strong knowledge of core telecom and contact center technologies (Five9, Webex Calling, Microsoft Teams, etc.)
• Support technical troubleshooting and issue remediation for telecommunications and contact center Infrastructure technologies
• Own IT service enhancements and design and drive change implementations
• Identify and manage risks and controls within the telecom and contact center technologies
• Manage third party IT service provider relationships including:
  • Serving as IT customer service liaison for supporting technical outsourced services
  • Developing and executing statements of work (SOWs) with partners to implement business needs
• Provide consultation and support for to business users regarding telecom and contact center technologies
• Collaborate with others to define customer requirements, provide input and/or design solution(s), quality review and testing of applications or reports.
• Negotiate decisions; manage expectations working with the various dynamics of Clients (internal and external) driving value and satisfaction.
• Work with Business/IT/users to research solutions for existing service improvements or any new service launch
• Anticipate future trends and potential impacts to business process and systems

• HS Diploma or GED required
• Bachelor's degree preferrd or equivalent work experience
• 7-10 years of technical support experience
• Experience with troubleshooting telecom and contact center solutions such as Webex Calling, Five9, etc.
• Strong technical and analytical aptitude
• Excellent customer service skills and a positive attitude
• Ability to multitask and remain detail oriented
• Ability to thrive in a fast-paced environment
• Can work independently and is self-motivated
• Demonstrated excellent verbal and written communication skills

The estimated salary range for this position is $140,000.00 to $160,000.00. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.