TITLE: MGR - IT TELCO/PRODUCT OWNER
STATUS: EXEMPT
REPORTS TO: DIRETOR - IT INFRASTRUCTURE
DEPARTMENT: IT - INFRASTRUCTURE SYSTEMS
JOB CODE: 11665
PAY RANGE: $124,800.00 - $145,000.00 ANNUALLY
GENERAL DESCRIPTION:
The Manager – IT Telco/Product Owner will be responsible for driving the development, support and overall success of telecommunications products. Primary focus will be on ensuring that the products meet customer needs, align with business goals, and deliver value. You will also be managing a team of Telco Engineers who support these efforts. This position involves collaborating across business lines and technology groups, ensuring smooth project execution, and maintaining critical production activities that mitigate downtime risks. They will also oversee software release management, builds, and deployments. As the Product Owner and subject matter expert, the manager drives excellence through the development of a clear strategy and vision for our contact center applications.
TASKS, DUTIES, FUNCTIONS
1. Personnel Management:

• Attracts, coaches, and retains top-tier resources specializing in telecommunications and Contact Center as a Service (CCaaS) technologies..
• Fosters a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.
• Prioritizes, assigns, and directs all work assignments on systems issues and assigned projects to support day-to-day operations and future implementations objectives.
• Conducts regular performance evaluations and provide constructive feedback.

2. Technology Management

• Identify customer needs and business objectives to guide product development.
• Define success metrics and key performance indicators (KPIs) for the CCaaS product.
• Prioritize features and enhancements based on business value and customer impact.
• Ensure technical aspects of contact center solutions align with security requirements and business expectations.
• Provides leadership and direction through technical subject matter expertise to staff responsible for managing the telecommunication and CCaaS technologies.

3. Vendor Management:

• Collaborates with hardware and software vendors for procurement, licensing, and support.
• Evaluates new technologies and recommend upgrades.

4. Documentation and Training:

• Maintains comprehensive documentation for system configurations, processes, and procedures.
• Conduct training sessions for team members and end-users.

5. Security and Compliance:

• Ensures all system and related security standards are adhered to by staff.
• Review standards periodically with information security and risk departments and other IT Managers and implement changes as required.
• Implements security protocols, access controls, and encryption mechanisms.

6. Collaboration:

• Foster strong relationships with other department managers and supervisors to coordinate support activities and project related tasks.
• Builds strong relationships with senior business stakeholders.

7. Reporting and Communication:

• Prepares regular reports for all levels of management, service providers, and staff.
• Communicates effectively with stakeholders, providing actionable insights and recommendations.

8. Compliance

• Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Develops and maintains an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

9. Participate in the “Management On-Call” rotation.
10. Performs other job-related duties, as necessary.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Effective oral and written communication skills required to interpret, resolve, and document networking problems.
2. Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff.
3. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All levels of staff and management
2. EXTERNAL: Vendors
QUALIFICATIONS:
1. EDUCATION: Bachelor’s degree in Computer Science, Management Information Systems or comparable discipline or equivalent work experience.
2. EXPERIENCE:

• Minimum of seven years’ experience in Information Technology in a senior level administrator role
• Minimum of three years’ experience in project management and personnel supervision is required.
• Minimum of two years' experience in a product owner function.
• Demonstrates strong aptitude to work with business owners for planning of enterprise-wide technologies.
• Demonstrates strong aptitude to work effectively and support others in an environment of continuous change.
• Proficiency in managing and maintaining telephone systems, including traditional landlines, Voice over Internet Protocol (VoIP), and Contact Center systems.
• Knowledge of telecommunication infrastructure components, such as switches, routers, and servers.
• Understanding of LAN technologies and their impact on communication.
• Familiarity with IVR (Interactive Voice Response) systems used for automated phone interactions.
• Knowledge of data networks, including WANs (Wide Area Networks) and VPNs (Virtual Private Networks).

PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday to accomplish tasks.
2. Availability for emergency and on call duty 24 hours a day, 7 days a week, as needed.
3. Occasional travel may be required.
4. Lift and carry communications equipment and computer hardware weighing up to fifty pounds.
5. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.
6. Hearing within normal range.
7. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.
8. May work additional work hours to accomplish tasks.
LICENSES/CERTIFICATIONS:
1. Possession of a valid California Driver’s License is required.
2. DevOps or Site Reliability Certifications (Desired)
3. At least one or more technical certifications
a. CCaaS Certified Administrator preferably for NICE CXone (Desired)
b. Cisco CCNA Voice (Desired)
4. Project Management Professional or Agile Certification (Desired)
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
REV. 5/8/2024