Telecom CC/UC Service Lead

At 8×8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS – the 8×8 Experience Communications Platform – brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8×8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Contact Center & Unified Communications Service Lead (IT Engineer III)

At 8×8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS – the 8×8 eXperience Communications Platform – brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8×8.com and follow our pages on LinkedIn, Twitter, Facebook and Instagram.

We are looking for a Contact Center & Unified Communications Service leader to join our growing technology team. This position is an in-office or hybrid work role based in the Philippines (US Business Hours), that will own, maintain, and administer the voice and digital contact center and unified communications solutions that power the 8×8 workforce. This role will work cross-functionally across the enterprise supporting our internal customer UC/CC touchpoints and voice/digital interaction flows

You will:

• Be the team lead and service delivery owner for 8×8’s internal consumption of 8×8’s XCaaS product suite. To include: 
• Designing, deploying, and managing the delivery, performance, and lifecycle of 8×8 Products to all 8×8 Internal Enterprise Users
• Work in lock-step partnership with 8×8 Product teams in the support and delivery of 8×8 services internally, both General Availability, and pre-release evaluations
• Coordinate, facilitate and govern internal 8×8 Product Sales teams’ internal use of 8×8 products and services for demonstration purposes
• Internal Service Delivery Ownership including Day-to- Day Administration (Moves, Adds, Changes), Service delivery (configuration and support), and Strategy for: XCaaS, CCaaS, VCC, CPaaS, 8×8 Work (mobile and desktop) and the related Analytics, Metrics, Agent Performance tracking and workforce management tools
• Technical effort management including: Telecom team resource coordination, work task definition, progress tracking, maintaining and reporting on timelines, budgeting estimates, organizing meetings, and status communications
• Solicit, define, and document business functional requirements and related functional and non-functional technical requirements and constraints
• Perform gap and solution fit analysis 
• Process analysis and documentation, driving process refinement and continuous improvement across the IT Telecom team and systems
• Perform data integration analysis, planning, and mapping
• Proactively monitor, administer, and provide escalated support for 8×8 Internal Enterprise Telecom systems, platforms, and services 
• lead problem/incident resolution efforts
• Conduct and present root cause analysis of incidents as appropriate
• Create and contribute to end-to-end solution diagrams, designs, strategic technology roadmaps of 8×8 Internal Telecom systems, platforms, and services
• Document, implement, and execute Disaster Recovery and High-Availability plans 
• Contribute to and improve: Standards, governance, processes, knowledge, and documentation for 8×8 Internal Telecom systems, platforms, and services
• Identify stability and performance trends that indicate the need for strategic changes to Infrastructure architecture/design/selection
• Participate in infrastructure technology strategy discussions and provide consulting and guidance within project efforts, communicating industry trends, known options, potential issues, and peer examples
• Build and maintain productive collaborative relationships with external vendor & 8×8 product developers, technicians, peer engineers, and client business teams
• Work to advance the overall IT team technical capabilities and ITSM maturation by creating and maintaining IT knowledge (support procedures, operating procedures, best practices, standards, training materials, etc.). Train IT support staff, peer engineers, and end-users.
• Experience presenting ideas effectively with varying levels of technical and non-technical audiences
• You must possess the ability to analyze, troubleshoot, and solve problems up to high complexity as well as prioritize tasks to complete requests and meet deadlines
• The ability to work and think independently, be a self-starter, take initiative, and be highly effective with or without detailed work direction is an absolute must 
• Must be able to work non-traditional work hours as needed (including from home over high-speed Internet (not provided)), and occasional off hours to control interruptions to critical services and minimize business impact

Basic Qualifications: (required)

• Bachelor’s degree in Computer Science, Information Technology or other technical program (Industry certifications or additional years of experience may offset degree requirement) 
• 4 plus years of career progression in technology systems support, engineering, administration, and delivery (with at least 2 years as an engineer) to include:
• Accountability for the successful deployment, delivery, maintenance, and support of end-user facing technical services
• Subject matter expertise within telecom service delivery and support
• Experience supporting Contact/Call Centers (IVRs, Call Flows, Queues, Scripts, Agents, etc.)
• Experience supporting telephony softphone applications
• Familiarity with authentication, access, and network security· 
• Significant experience in working with vendor partners and engaging manufacturers account teams and technical support for product lifecycle and to drive issue resolution
• Solid understanding of audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)
• Ability to travel up to 25% domestic and international

Preferred Qualifications: (desired)

• Experience provisioning, administering, and supporting:
• 8×8.Work (Mobile and Desktop)
• Experience designing and implementing Contact Center functionality
• Experience with Contact Center Workforce Management solutions
• Experience supporting contact center agent applications
• Experience with designing, configuring, deploying, and supporting AI Bot solutions (Such as Cognigy, ADA, etc.)
• Solid understanding of the interdependencies of multiple infrastructure technical domains
• Solid understanding of network/system component architecture, end-user device types, Microsoft operating systems, and application delivery models
• Solid understanding of IP addressing, as well as common network, routing, communication, and application protocols such as (SIP, TCP, UDP, HTTPS, SSL)
• Experience with network and application diagnostic, monitoring and analysis tools (e.g. Wireshark/tcpdump, SNMP, RMON)
• Experience with audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)
• Experience institutionalizing knowledge and training others in the operational support of technical environments

8×8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8×8 jobs located in the US: 8×8 participates in the E-Verify program.

View the Participant Poster in English and Español.

View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8×8.com (Include “Reasonable Accommodation” in the subject line)

For European Job Applicants our Job Applicant Privacy Notice can be found here.

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