The Senior Manager, Network & Voice Ops at Mashreq is responsible for ensuring high-quality voice communication and optimizing contact center and telephony systems to enhance customer experience and operational efficiency. The role involves overseeing the design, implementation, and maintenance of voice infrastructure, leading voice strategy and innovation, ensuring security and compliance, and driving cost efficiency and performance.
Key Responsibilities:
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Voice Infrastructure Performance & Reliability:
- Maximize uptime for Avaya Contact Center, IPC Turrets, and Cisco IP Telephony systems.
- Optimize VoIP call quality, reducing latency and jitter across global locations.
- Implement disaster recovery and failover strategies for uninterrupted voice services.
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Operational Efficiency & Cost Optimization:
- Reduce telephony costs by migrating from legacy systems to SIP-based solutions.
- Streamline voice provisioning and automation to enhance operational efficiency.
- Improve incident resolution time for quick recovery from voice-related issues.
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Team Leadership & Vendor Management:
- Manage a team of voice engineers and technicians, promoting innovation and technical excellence.
- Maintain vendor relationships, ensuring optimal service delivery and negotiating contracts for cost-effective solutions.
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Security & Compliance:
- Ensure compliance with GDPR, PCI-DSS, and other regulatory standards.
- Implement voice encryption and multi-factor authentication for secure communications.
- Conduct regular audits to identify and mitigate security vulnerabilities.
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Innovation & Future-Ready Voice Solutions:
- Drive AI-powered voice analytics for better customer insights.
- Integrate Unified Communications & Collaboration tools (Microsoft Teams, Webex, Zoom).
- Evaluate emerging technologies to enhance voice communication capabilities.
Qualifications:
- 15+ years of experience in voice operations management within financial institutions.
- Expertise in Avaya Contact Center, IPC Turrets, Cisco IP Telephony, and VoIP technologies.
- Proven track record in implementing secure voice solutions, SIP migrations, and Unified Communications strategies.
- Strong knowledge of security regulations in banking, including PCI-DSS and GDPR.
- Relevant certifications such as CCNP Collaboration or Avaya Certified Expert are preferred.
Essential Skills:
- Strong technical and operational skills in overseeing voice infrastructure.
- Excellent problem-solving and troubleshooting capabilities.
- Effective vendor and stakeholder management.
- Leadership and strategic skills to manage teams and align voice operations with banking goals.
This role is essential to ensure secure, compliant, and high-performance voice communication across various banking operations. The ideal candidate will have a blend of technical expertise, managerial experience, and a commitment to innovation within the banking sector.
