Manager CSO Technologies

Research In Motion is a leading designer, manufacturer and marketer of innovative wireless solutions for the worldwide mobile communications market. RIM's portfolio of award-winning products, services and embedded technologies include the BlackBerry® wireless platform, the BlackBerry smartphone product line, software development tools, radio-modems and software/hardware licensing agreements. For more information, visit www.rim.com.

POSITION SUMMARY

The Manager, Customer Support Operations Technologies will be responsible for the engineering, architecture and development of a globally scalable, heavily integrated suite of technologies supporting the growing contact centre business at Research In Motion Ltd. The incumbent will be a subject matter expert focused on integrated contact centre applications including, customer contact and skills based routing, work force management and applicable web based applications.

RESPONSIBILITIES:

  • Management of a sophisticated team of Telephony application administrators
  • Represent specific areas of Telephony technology to internal and external sources
  • Lead engineering efforts around the design, development and deployment of a new global standard for Contact Centers
  • Design a virtual Contact Center solution model, utilizing a converged IP network with failover capabilities
  • Provide system engineering expertise across a broad range of telephony, Contact Center and CRM applications

Qualifications

  • A minimum of 10 years of IT experience is required
  • A minimum of 5 years of experience focused on convergence, systems integration and IP Contact Centers is required
  • A minimum of 5 years of demonstrated management experience is a requirement
  • Extensive engineering and operational experience with PBX systems and knowledge of how they interface with data networks is required
  • Knowledge of IP Telephony
  • Extensive engineering and operational experience with IP Contact Center technologies, virtualization and telephony system integration
  • Experience with standard Change, Incident, Problem and Release Management is an asset
  • The ability to troubleshoot complex technical problems
  • Prior experience with Cisco IPCC, Customer Interaction Centre (CIC) and Avaya Contact Centre platforms are an asset
  • Knowledge of networking protocols including SIP are an asset
    To apply for this job, please use the following link:
    https://rim.taleo.net/careersection/professional/jobdetail.ftl?lang=en&job=0800333

    ©2008 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, SureType® and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.

    Date Posted:
    Mon, August 25, 2008 11:47 AM
    Company:
    Research In Motion
    Website:
    http://https://rim.taleo.net/careersection/professional/jobdetail.ftl?lang=en&job=0800333
     
    Company:
    Research In Motion
    Website:
    http://www.rim.net
    Location:
    Waterloo, Ontario, Canada

    BlackBerry (Research In Motion) is a leading designer, manufacturer and marketer of innovative wireless solutions for the worldwide mobile... [more]

     
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