Vice President, Information Technology Consultancy
LOCATION: VirtualREPORTING RELATIONSHIP: SVP/Practice Leader, Customer Contact Solutions
POSITION/ROLE: Subject Matter Expert, Consultant, Relationship Manager, Business Development
SUCCESS FACTORS:
In addition to being able to operate in a small and growing consultancy, there are four key areas/skills the successful candidate will need to possess:
1. Broad, deep, innovative and objective understanding of all major voice/data options [wireless, wireline, etc.], including for contact center technologies, systems, and tools
2. Strong conceptual, strategic and analytical skills
3. Knowledge of major carrier and vendor range of offerings
4. Proven ability to consult and communicate effectively at all levels of the client organization (including strong writing and presentation skills)
5. Ability to manage large and smaller client engagements including client relationships and project management
6. Ability to support, identify, nurture and develop business development opportunities
JOB DESCRIPTION:
Responsibilities of this key management position include: leading all facets of selected client engagements, relationship management, and selected sales opportunities, for Telwares’ growing consultancy. The ideal candidate will also be a resource throughout Telwares for his/her extensive understanding of technology options, their implementation and how they can be leveraged to provide solutions to clients.
Responsibilities also include identifying appropriate opportunities for the entire suite of Telwares’ services [professional and managed services in the Telwares ‘Lifecycle’] and working with existing sales resources to close business. Key requirements encompass RFP/bid, proposal process management; developing and implementing client engagement plans and strategies, data collection, analysis, defining and managing all client communications to achieve maximum results in the most efficient means possible. Work with Telwares’ consultants and senior staff members to present strategies and recommendations to clients. Initiate and close revenue-generating opportunities via new or existing client relationships. The VP, may also act as the Relationship Manager on certain engagements, and will assist the sales staff in developing new client relationships.
RESPONSIBILITIES:
•Oversee all aspects of selected project/engagement management, delivery, consulting and any required junior staff training and coaching.
•When required, efficiently allocate team resources to ensure profitability and revenue growth while delivering exceptional services to clients.
•Support and identify new revenue generating opportunities within assigned active engagements as well as with new clients.
•Perform or oversee all aspects of project management from engagement kick-off to billing, post-engagement wrap-up and documentation.
•Perform or oversee detailed analysis and "solutioning" of client issues.
•Develop and implement project strategies that will provide the best possible results for the client and Telwares, including RFP process management, pricing, project resource scheduling and service delivery. Strategy recommendations will be developed and adjusted commensurate with the client situation and the market.
•Present recommended strategy and detailed analysis to client executives, schedule, and perform "Executive Briefings" throughout the engagement and as events warrant.
•Prepare and host an "Engagement Debrief" meeting with the client after project completion with the primary focus on gaining input on improvement of the engagement process.
•Special projects will also be assigned by the SVP of CCS and at times other Telwares executives that will enhance the company’s offerings, processes, services or deliverables.
CANDIDATE PROFILE:
The successful candidate should have:
•Strong voice/data and contact center knowledge and consulting background and skills
•Extensive knowledge of current and emerging voice/data technologies, contact center tools, and technology, including workforce management, quality systems, CRM systems, telephony, databases, network architecture, voice/data services, Network Operations Centers, etc. [See “Special Technical Areas” section below for detail]
•Extensive knowledge in network architecture and design.
•Strong commitment to client service and instilling those values across the organization.
•Strong “client-centric” consulting perspective
•Proven ability to deploy VOIP
•Extensive knowledge of engineering networks.
•Strong familiarity with multiple carriers.
•A minimum of 8 years of experience in professional services or related fields. Ideally, the individual will have ten plus years in management positions of increasing scope and responsibility.
•Excellent management and leadership skills with the proven ability to effectively support the organization’s professional services operations to maximize revenue and profitability.
•Demonstrated ability to develop and deliver services that optimize productivity of client implementation and integration of software and hardware products.
•Proven success at developing and implementing processes for the allocation of finite resources to support overall client objectives.
•Proven ability to define and articulate a client and internal strategy and then establish and drive the tactical execution of that strategic plan.
•Strong team building and motivational skills to attract and retain key performers.
•Must have a deep understanding of and appreciation for working with different cultures; international experience is preferred.
•Excellent interpersonal and relationship building skills are essential. Comfortable working in a matrixed-environment and applying well-developed negotiating and influencing skills across this team-oriented and matrixed structure.
•Excellent communication skills (both verbal and written) and the ability to articulate his/her ideas clearly.
•Outstanding problem solving; verbal, and written skills. Demonstrated ability to write and present client assessments and recommendations.
•Polished presentation style and skilled at delivering messages to internal and external audiences.
•Comfort working/consulting across all levels of a client organization.
EDUCATION:
A college degree and advance degree preferred.
SPECIFIC TECHNICAL AREAS:
•VoIP readiness assessment
•CPE / software
•Current network infrastructure / architecture assessment
•CPE / OS and assessment
•Current CPE – future CPE (Routers, LANS, Gateways, IP PBX, handsets, soft-phones / PC implications
•Applications / requirements
•Application / bandwidth analysis
•Internal or external resource requirements
•Bandwidth assessment calculators / tools
•Least cost routing
•Routing tables / software
•Impact on need for local lines / loops to PSTN
•Right sizing
•VoIP / PSTN Quality – planning & piloting
•Test environment
•Trials pre roll out
•Contingency plans / scenario analysis
•Security evaluation
•Assessing current environment
•Future requirements
•Recommendations
•BCDR
•MPLS
•Training costs / requirements
•How do we assess / recommend?
•CPE (IP PBX/ ACD / servers, IP phones)
•Management software / Diagnostic tools
•Security assessment
•Bandwidth / tuning / QOS
•Quality and reliability
•Contact center specific tools and technology
•Business continuity / disaster recovery
To apply for this position, please include the job title in the email subject line and submit your resume to resumes@telwares.com.