Senior Manager, Telecommunications

Job DescriptionThe Telephony Engineering Sr Manager position for the CVS Health Enterprise is responsible for the implementation and maintenance of the telephone hardware and software in a very complex and high paced environment. Responsibilities will include Avaya, Oracle and Teams Voice products and services and other telephony adjuncts. The Sr Manager will also be responsible for plan, design, configurations and setting product and services standards to provide direction for staff to ensure their success enabling the busines to achieve superior customer satisfaction. The position will be a 24x7 rotation providing tier support for issues and guidance to peers.Required QualificationsFundamental Components & Physical RequirementsThis 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 Collaborates with team that identifies, evaluates, implements, integrates and testsnew and existing products that meet business area requirements Leads and provides direction 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 Work with Finance teams to process vendor invoicing and payment as required 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 environmentRequired Qualifications Demonstrated leadership in managing large scale projects and/or technical staff Demonstrated skill designing and managing enterprise environments across diverse lines of businesses Demonstrated experience and willingness to mentor and motivate others and work well within and across teams Excellent interpersonal and communications skills Ability to communicate clearly, accurately and professionally, both verbally and in writing Strong organizational 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 5+ years experience with call center technologies 5+ years experience with Avaya Communication Manager, System Manager, Session Manager, Media Gateways and Servers, Avaya IP Endpoints, IP design and Maintenance 5+ years experience with Oracle Session Border Controllers (SBC) and Enterprise Operations Monitor (EOM) 3-5 years experience with cloud based telephony services 3-5 years experience with SIP end points 3-5 years experience with Teams an unified communications and collaboration solution Knowledge of carrier services and interfaces Experience with problem-solving, trouble shooting Demonstrable ability to work independently with minimal supervision and be self-directed Ability to think outside the box Proficient with MS Office Applications, Windows Operating System, Linux Operating Systems Ability to lift up to 40 pounds Ability to walk throughout building for up to 2 hour durationCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred QualificationsPreferred Qualifications Healthcare experience is a significant plus Experience with high call volume and large contact center environmentsEducationEducation Associates, Bachelor's Degree preferredBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-11-01