Mgr, Voice Core

GCI''s Voice Core Manager will oversee the comprehensive planning, standards development, and implementation of Voice Core projects. This role requires collaboration with cross-functional teams to sync on GCI's long-term strategy, align the technology needed to satisfy those plans, and ensure the timely implementation of that technology for the wireline voice core. The Manager will assign and oversee Voice Core personnel on day-to-day functions as well as projects such as: switch installations, hardware additions, lifecycle activities, database design implementation and documentation, network trunking and routing design, software updates/changes, and ancillary applications and equipment. This role also requires oversight of network management activities including number database administration, call record billing, 911 PSAP routing, and supports cell intake for 911 PSAP destinations with IR-21 administration. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable responsibilities:

• Fully own the mission, goals, operations, and results of the team and areas of responsibility.
• Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
• Establishing the vision and tone for the department, consistent with company culture and mission.
• Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI's interests and demoralize other employees.
• Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

Decision Rights

Owns:

• Detailed designs that meet technology standards and ensure optimized utilization.
• Seamless commissioning, integration, and testing of network elements.
• Capacity and Customer experience improvements.

Influences:

• Execution & Implementation.
• Continuous feedback to Strategy, Product, and Sales organizations.
• Continuous improvement of engineering standards and methods.

Vetoes:

• Non-Compliance with security standards, technology plans, high-level designs.
• Unplanned changes to capacity modifications.
• Definition of products and services outside of network specification or capabilities.

Network Planning & Design:

• Prepare detailed network architecture for new or upgraded core network elements to ensure seamless connectivity in alignment with corporate strategic goals, the future-state technologies, and telecom standards.
• Ensure network complies with all security protocols.
• Ensure team is aligned with CTO and SMO strategy, as well as Product and Customer Experience teams.
• Ensure network capabilities meet customer and technological roadmap requirements and telecom security and QoS standard.
• Ensure team adheres to industry best practices.
• Collaborate with other stakeholders to ensure seamless end-to-end service delivery and performance.

Metrics:

• Completion rate: Standards development, project completions, and service turn ups.
• Performance: All upgrades & Commissioned network elements to meet key performance indicator (KPI) & security standards.
• Deployment efficiency: Reduce overall delivery times and improve the accuracy and reliability of services deployed.
• End-to-End (E2E) Performance: Performance and utilization of network elements shared with all technology verticals.
• Documents & Standards: Documents that support the corporate strategic vision and goals for consistent and efficient deployment of technology and customer solutions.
• LRP goals for strategic alignment

Technical Oversight and Administration:

• Voice Core Deployments: Oversee the installation and implementation of switching technologies, including signaling and 3PP systems, ensuring all components work seamlessly together.
• Traffic Engineering: Configure submissions to FCC for Local LEC/LERG, number resource utilization forecasts (NRUF)/(RND), reassigned number database, CLU codes, and CLONES administration.
• Technical Guidance: Provide technical expertise to troubleshoot and resolve complex issues that may arise during implementation, ensuring minimal disruption to project timelines.

Quality Assurance:

• Best Practices Establishment: Develop and enforce best practices and architecture, implementations, and asset standards including performance KPI's, ensuring consistency and quality across all projects.
• Performance Monitoring: Regularly monitor network performance metrics, analyzing data to identify trends and areas for improvement. Implement corrective actions as necessary to enhance network reliability and efficiency.
• Issue Resolution: Address and resolve quality-related issues swiftly, ensuring that any impact on customer experience is minimized.

Regulatory Compliance & Risk Management:

• Compliance Assurance: Ensure that all projects comply with industry regulations, safety standards, and organizational policies, mitigating risks associated with non-compliance.
• Documentation Maintenance: Prepare and maintain comprehensive documentation related to project plans, technical specifications, and compliance requirements, ensuring all records are up-to-date and accessible for audits.
• Training and Awareness: Educate team members on regulatory requirements and safety standards to promote a culture of compliance within the organization.
• Identifying Risks: Proactively identify potential risks and challenges in projects and develop mitigation strategies to address them effectively.

Vendor Management:

• Relationship Oversight: Manage relationships with external vendors and contractors, ensuring they adhere to project timelines, quality standards, and budget constraints.
• Supplier Evaluation: Conduct thorough evaluations of equipment and technology suppliers based on performance, reliability, and cost-effectiveness to make informed procurement decisions.
• Contract Negotiation: Negotiate contracts with vendors, ensuring favorable terms that align with the organization's strategic objectives.

Technology Strategy and Innovation:

• Stay updated on the latest technologies, industry trends, and regulatory changes.
• Develop and implement plans for adopting new technologies and features to improve network reliability and performance.
• Work closely with internal stakeholders to facilitate seamless project delivery and integration.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

• Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees.

• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.

• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

• Ability to develop the team necessary to meet the business strategy and to successfully communicate and interact with other business units within the company.

• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

• Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

• Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.

• Must be able to articulate complex technical information in presentation format, both verbally and written, in front of internal and external customers to achieve department and corporate goals.

• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.

• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

• Ability to manage multiple projects and priorities effectively.

• Strong analytical and problem-solving skills, with a keen attention to detail.

• Understanding of standard systems engineering concepts such as high availability, redundancy, reliability and testing, security, and standards.

• Ability to develop detailed capital and operating budgets for the department.

• FINANCIAL -Familiar with reporting and tracking tools necessary to ensure budget guidelines meet expectations.

• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

• CHANGE MANAGEMENT: champions and supports department and company change.

• DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.

• PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.

• MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.

• PERFORMANCE MANAGEMENT: sets clear performance expectations for team.

• Demonstrated ability to manage performance through motivation and counseling of different levels of employees.

• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating strong working knowledge and proficiency in areas of responsibility. Performs moderately complex tasks and job duties with general guidance. Works under moderate supervision with latitude for independent judgment.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor's degree in engineering, telecommunications, computer science, or related field. *
• Minimum of seven (7) years of progressively responsible experience in Telecommunications Engineering or related background with a focus on VoIP implementations and project management *
• Including a minimum of two (2) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.

Preferred:

• Master's degree in relevant field.
• Telecommunications experience.
• Relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Work can be intense and stressful due to time/resource limitations when scheduling multiple tasks with inflexible deadlines.
• Travel for business and training purposes may be required.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.