Drives business processes and technology solutions in support of a robust and complex Skype implementation. Provides strategic and tactical leadership and guidance to ensure excellent Skype call quality and customer support for users. Identifies areas of improvement and makes actionable recommendations to increase operational efficiency, as well as designs and implements those solutions, as necessary. Ensures that the Skype environment performs optimally and that all Skype services meet 99.9% availability requirements, including Skype Online, Skype for Business (SfB) PSTN conferencing, Microsoft Surface Hubs, Polycom Skype compatible phones, and SfB Enterprise Voice Services. Ensures performance metrics are published regularly. Sets team goals to ensure the team meets the goals and expectations of IT leadership. Provides oversight to technical resources, as well as oversees service resources and sets vision and direction to inspire and drive continuous improvement of policies, standards, and procedures. Provides thought leadership to fellow team members, providing high-level technical architecture and driving design and build of business applications and supporting functions. Serves as an escalation point for reported recurrent issues or known problems from internal and external customers, providing advice on remediation through architecture, plug-ins, extensions, upgrades, etc. Communicates and shares knowledge of the target industry frameworks with peers and the AARP community at large through the appropriate communication/collaboration tools prescribed.
- Leads the implementation/migration of/to Skype for Business.
- Develops innovative solutions, taking into consideration performance, scalability, and availability with realistic implementation schedules.
- Reviews technical specifications and design and develops and enhances software programs and applications.
- Serves as the technical liaison and subject matter expert in customer interactions.
- Investigates new technologies and makes recommendations regarding appropriate usage.
- Creates and reviews requirements and functional specification documents for clarity, completeness, and implementation challenges. Contributes to technical specifications documents.
- Mentors others on architecture and design skills and concepts.
- Participates in test and production deployments.
- Shares knowledge with colleagues to strengthen understanding of business needs and technology-based business solutions.
- Works to streamline processes, with the goal of speeding delivery to the customer, while balancing risk management objectives.
- Provides critical input to technical operations planning processes and development and ensures alignment with broader ITS strategic objectives.
- Excellent management skills.
- Good technical understanding of all supported services including, Skype Online, SfB PSTN conferencing, Cloud PBX, Microsoft Surface Hubs, Polycom Skype compatible phones, SfB Enterprise Voice Services, and Avaya PBX.
- Experience with call center integrations and migrating call center functions to SFB.
- Demonstrated experience with Microsoft O365 and Skype.
- Experience working in a highly matrixed, technical team organization.
- Strong client service and project management skills. In particular, must have the ability to communicate with both business and technical individuals effectively and explain technologies in a non-technical manner.
- Proficient in Microsoft Office applications.
- Proficient written and verbal communication skills.
- Must have strong technical and analytical skills.
- Experience with SfB implementations and user adoption.
- Ability to identify issues and coordinate resolutions.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.