Position Summary

Voice Engineering provides consolidated operational, integration & development support for CPS Energy’s Enterprise Infrastructure Technologies comprising of Enterprise voice platform & Enterprise Voice applications. The Manager Voice Engineering will be responsible for developing technology roadmaps, financial plans, operational objectives & business strategies which align with overarching enterprise tier 1 metrics & business objectives.

GRADE: 18

DEADLINE TO APPLY: Open Until Filled

Tasks and Responsibilities

• Manage multiple EIT support teams which provide support & services including Enterprise Telephony System, Call Center enablement platform, collaboration enablement platform & Telepresence Infrastructure.
• Responsible for infrastructure technology audit readiness, internal controls, compliance risk identification & reporting for NERC systems. Collaborate with Compliance & Security teams to ensure regulatory obligations for technology cyber assets are compliant with all NERC & CIP standards, ERCOT protocols & TRE regulatory guidelines. Protect the infrastructure technology platforms from security vulnerabilities & unauthorized access through scheduled patching, baseline tracking, documentation of configuration changes & systems log monitoring.
• Provides direction, guidelines & procedures for network patching & vulnerability protection (security software including anti-virus) for telephony equipment & additional platforms as required by Cyber Security & industry supported best practices.
• Ensure procedures tools are effectively utilized by my team for operational responsibilities in managing technology lifecycle from deployment to decommission, proactive monitoring & alerting, system log management & reviews, capacity planning & allocation as well as configuration change awareness notifications to minimize business disruptions. Prioritized technology redundancy processes including recurring backups, recoverability of backups & failover tests to ensure timely restoration of infrastructure operations.
• Manage technology vendor relationships with a strong goal of achieving cost savings & beneficial terms to CPS Energy, this includes ensuring opportunities for reduction in maintenance cost renewals are pursue, manage software license audits when required & source for technology training credits for staff development.
• Define, analyze & report on key metrics such as incidents, service requests, SLA’s, quality of service, support response/resolution times for services & activities delivered to internal customers in order to measure trends & service effectiveness & ensure consistent delivery against these key performance indicators (KPI’s) & ITSM set service levels.
• Frequently coordinate, collaborate & partner with cross functional EIT groups including, Business Applications, Enterprise Architects, Project Management Office, Operations/End User support & other Operations/Infrastructure teams for delivery of technology services to internal customers.
• Assist in the development & management of budgeting & finances.
• Manage area purchasing, capital & O&M budgets.
• Develop & maintain a high performing team through development plans & collaboration.
• Creating an empathetic, highly engaged & service-oriented team.
• Leads & partners strategically internally & with external partners to develop & mature the CPS Energy innovation ecosystem & landscape.
• Lead team members in the configurations and installations of various telephony devices and services (e.g., routers, Session Border Controllers, analog gateways, and QoS).
• Implements & manages team member development plans (to include mentoring, coaching & developmental assignments) for direct.
• Manage team members performance.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Professional level telephony certification (CCNP – Voice, CCNP- Collaboration)
• Certifications and/or Expertise (PMP, Six Sigma, Agile, Design Thinking, Business Architecture)
• Strong planning and analytical skills; ability to assess complex situations, make decisions and manage projects from start to a positive outcome
• Excellent problem solving and thought leadership skills; able to quickly understand the big picture, but also to “dive deep” when appropriate
• Operates successfully in highly ambiguous situations where success is not known to be readily achievable
• Excellent communication skills, both written and verbal, with customers, business leaders, management and matrix team members
• Sense of urgency; drives to a successful conclusion
• Knowledge of the business requirements of the ERCOT Energy Market (Zonal & Nodal)
  

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands