At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Senior Manager of Contact Center Platform Services Operations is responsible for the enterprise-wide operations management of Cox’s contact center platform that services 40+ million voice contacts per year. This leadership role also includes being the liaison between the enterprise Contact Center Platform Services Operations teams and several business partner organizations including Contact Center Operations Support & Business Leaders and their teams of agents across the country and the world.

 PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:  

Overseeing end-to-end contact center voice infrastructure support the effective and efficient delivery of voice services.

Develop and implement SOP/MOPs and policies with an emphasis on maintaining and ensuring operational continuity.

Provide operational performance oversight of managed service partner and adherence to SLA metrics.

Partner with 3rd party vendors for the operations of the contact center infrastructure

Proactively monitors systems responsiveness, communicates, and reports issues.

Develop quality and change control processes to include platform wide stewardship, audits to minimizing downtime due to planned and unplanned maintenance.

Solves challenges based on analysis of multiple factors. Independently identifies key issues, patterns, or deviations from norm. Analyzes and interprets research to evaluate and recommend solutions.

Manage regular maintenance such as upgrades and patches (in coordination with IT Operations Team).

Produce meaningful KPIs that reflect the state of the contact center infrastructure ecosystem

Effectively managing vendors for all support and troubleshooting efforts related to core technology and applications, including contract management.

Demonstrate a strong ability to collaborate with others

Demonstrate critical and practical thinking

Provide incident management leadership during and post-incident. Including documenting the incident, resolution, root cause, business impact and improvement opportunities

Develop team members by continuously growing their skillsets both technical and non-technical

Qualifications:

Minimum

10+ years of experience required in related field (Contact Center Support & Technology Platform Operations).

5+ years of experience with contact center voice infrastructure operations and support

Experience leading teams – direct and 3rd party

Demonstrated ability of leveraging measurements (KPIs) and analytic capabilities to drive operational results

Preferred

BS/BA in related discipline (i.e. Computer Science, Engineering, IT Technology, etc.) or advanced industry certifications

Subject matter expert regarding Avaya contact center platform and 3rd party outsource integrations for telephony, applications, data control and reporting, and back-end integration with enterprise systems.

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com. 

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.  

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.