Global Director of Telecoms Services

TripAdvisor, London, United Kingdom

Know better. Book better. Go better.

Why this job is excellent:

 TripAdvisor, the world’s largest and most trusted travel media site, is looking for an experienced individual to join a team of talented engineers who are passionate about building a world leading IT infrastructure for our user base’s future needs.

 What you’ll do:

 This role will focus on the development of our growing Call Center technology across a global estate encompassing all major regions, APAC, EMEA and Americas. As a Director of Telecom Services you will partner with the business to apply the latest technology to our expanding environment. You will also be responsible for RFI/RFP process for a new ACD/IVR package to be deployed to our global business. Managing the project to deploy throughout the business and measuring its success.

 What we need from you:

  • BS in an Engineering discipline ideally in Computer Science
  • Experience in the Telephony / Call Center space
  • Demonstrated extensive knowledge of principles, practices, and trends of Call Center technology
  • Experience in managing a large scale RFP process for the acquisition of a multi-site global telephony solution
  • Previous experience in deploying a global Call Center technology
  • Experienced in managing all aspects of large scale call center telephony solutions
  • Experienced in managing multiple global relationships with telephony & contact centre technology vendors / suppliers / 3rd parties, including the hands-on management of changes, issues and faults to resolution
  • Experienced in the management of internal stakeholder relationships and their requirements, globally across multiple and varied brands, locations and operational structures
  • Knowledge of unified communications, advantages of such and reporting
  • Working knowledge of localization best practice
  • Understand the need to be dynamic and move quickly in this space, knowledge of outsourcing and agent management in a 24/7 system
  • Can develop multiple Enterprise Architecture viewpoints (such as Business, Information, Technical and Solution) and work together with business management to develop solutions
  • Outbound/Inbound technologies
    • WFM solution
    • CTI
    • ACD
    • Agent Skill Queue Management
    • Dynamic IVR
    • SMS
    • Online Chat
    • Social Media Integration
  • Working and troubleshooting knowledge of telephony technologies including TDM Voice and SIP
  • Build a resilient architecture
  • Experience administering and deploying Asterisk based telephony servers
  • Ability to track and report on expenditure, usage and disruptions
  • Excellent project management skills in a global theatre
  • Ability to work well in a growing multinational team
  • Provide onsite and remote application training

 Nice to have:

  •  Networking certification such as CCNA
  • Database technologies, SQL, Warehousing, architecture and reporting engines.
  • Experience with Windows and Linux OS installation and management


About TripAdvisor

TripAdvisor® is the world's largest travel site*, enabling travelers to unleash the potential of every trip. TripAdvisor offers advice from millions of travelers, with 500 million reviews and opinions covering 7 million accommodations, restaurants and attractions, and a wide variety of travel choices and planning features — checking more than 200 websites to help travelers find and book today's lowest hotel prices. TripAdvisor branded sites make up the largest travel community in the world, reaching 390 million average unique monthly visitors** in 49 markets worldwide. TripAdvisor: Know better. Book better. Go better.

Want to learn more about TripAdvisor? Visit http://www.tripadvisor.com