IT Manager (VOIP)
Location:
Deerfield , Illinois
Posted:
April 18, 2016
Reference:
019222
IT Manager (VOIP) (Job Number: 019222)
US-IL-Deerfield
Deerfield Corporate - 200 WILMOT RD
200 WILMOT RD
DEERFIELD 60015

Description
This is a very exciting time at Walgreens. We're taking our products and services to the four corners of the world as part of the Retail USA division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. Walgreens Boots Alliance was formed through the combination of Walgreens and Europe's Alliance Boots in December 2014, bringing together two leading companies with iconic brands, complementary geographic footprints, shared values and a heritage of trusted health care services dating back more than 100 years each. 

Today, Walgreens is the neighborhood drugstore and retailer that makes health and happiness simpler, easier and within reach. And, we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment.

Join us at Walgreens and find yourself at a place where innovation thrives and incredible career and growth opportunities await. We offer the chance to work in a truly supportive environment and be part of a progressive organization dedicated to the well-being of our customers, employees, and the communities we all call home.

Job Summary
The Manager of Voice Network Engineering will be responsible for guiding/developing the design/architecture, product selection, planning, and technology roadmaps of Walgreens' voice infrastructure. Responsible for partnering with the Associate Manager of Voice Network Engineering to deliver the implementation, complex maintenance, and management activities derived from the strategy and planning efforts. Manage the creation, modification, and enforcement of standards, security, and operations of existing and next generation voice network. Responsible for managing a team of voice network engineers ensuring timely project management, staff development, process improvement, performance management, hiring and release of staff members. Develops and maintains strong relationships with other Walgreens' business units, external business partners, and supporting vendors/manufacturers.    

Job Responsibilities 
  • Manages the daily operational activities that develop and implement tactical plans for multiple components/processes for a specified area within IT. Develops protocols to support established standards.  Oversees team(s) assigned to projects and may manage implementations. Ensures resources are accurately allocated in line with tactical plans and appropriately accounted for at all times.
  • Performs as subject matter advisor and may serve as point of escalation and become actively involved, as required, to meet schedules and resolve problems highly complex in nature. Manages issues proactively, including timely resolution and the identification of remediation opportunities. Identifies and resolve systemic issues to prevent them from repeating.
  • Ensures delivery against agreed upon SLAs and overall service delivery of operational activities. Understands short and long-term goals and objectives and recommend technical solutions and services. Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
  • Develops and proposes options with pros/cons and risk, and works with stakeholders to finalize the best solution that meets business needs.
  • Establishes credibility with partners while managing expectations. Ensures frequent, continuous and effective communications with team members, within IT, and with stakeholders to set expectations and negotiate priorities appropriately, via both formal and informal channels / mechanisms.
  • May develop budget for functional area. Manages budget to plan. May be accountable for area budget and delivering against business goals/objectives. 
  • Participates in and contributes to the development of technical/business approaches and/or the recommendation of current system enhancements. 
  • Understand the underlying technologies and applications utilized within specified area of responsibility to direct how to design, develop, test, and implement priority technology requirements. 
  • Shares information cross-functionally to improve workflow processes.  Interacts with direct reports and peers in management / customers / vendors to share information and improve cross-departmental processes.  
  • Stays abreast of industry leading best practices and brings them to the attention of the leadership team for innovative application. May develop partnerships (and relationships) with internal and external stakeholders to meet business needs. 
  • Allocates available resources to meet operating objectives. Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.


Qualifications
Basic Qualifications 
  • Bachelor's Degree and at least 5 years of experience in IT, Accounting, Finance, Consulting, Strategy and/or Analytics OR a High School Diploma/GED and at least 8 years of experience in IT, Accounting, Finance, Consulting, Strategy and/or Analytics.
  • Experience establishing and maintaining relationships with individuals at all levels of the organization.
  • Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
  • Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
  • Experience identifying operational issues and recommending and implementing strategies to resolve problems.
  • At least 2 years of experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members.  
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).


Preferred Qualifications 
  • At least 5-7 years of experience with configuration of Cisco Call Manager and Unity Voice Mail.
  • At least 5-7 years of experience with a SIP trucking or PRI telecommunications voice service.
  • Knowledge of Cisco UC, VoIP, SIP and TDM troubleshooting techniques, traffic engineering, and experience interpreting and taking action on alert management and performance management tools.
  • Experience with the design, installation, configuration, troubleshooting and monitoring of core LAN/WAN services including VoIP protocols (ie. H.323, SIP, UDP, RTP).
  • Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
  • Experience with Oracle (Acme packet) Session Border Controllers
  • The ideal candidate may have knowledge or skills in the following, but is not required:
    • Cisco Customer Voice Portal (CVP)
    • Cisco VXML Gateway/Server (Voice XML)
    • Intelligent Contact Management (ICM)
  • The ideal candidate may have knowledge or skills in the following, but is not required:
    • Cisco Call Manager 8.x and above
    • Cisco Call Manager Express
    • Cisco Contact Center (UCCX) 
    • Cisco Unity Connections Voicemail
    • Cisco Unity Express 
    • Cisco SRST
    • Cisco Contact Center (UCCE) 8.x and above
    • Cisco Peripheral Gateways (PG)
    • Cisco Unified SIP Proxy (CUSP)
    • Cisco Emergency Responder (CER) 
    • Any other Cisco or other Voice technology knowledge or skills


Employment type Full-time
A little about us:
The training you received, the discipline you embraced, and the responsibilities you held in the military will serve you well at Walgreens.

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