Great-West Financial Empower Retirement

  • Telecom Manager

    Location US-CO-Denver (DTC)
    Posted Date 1 month ago(10/19/2018 12:22 PM)
    Job ID
    # Positions
  • Position Highlights

    Be Bold Be Brilliant


    Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.


    Our over 5,000 associates across 40 locations across the country provide world class service to:


    30,000+ employer sponsored retirement plans

    8 million+ employees participating in their employer-sponsored retirement plan

    467,700+ individual life insurance and annuity accounts

    $460 billion+ total assets under administration


    Manages the engineering, daily operations support and maintenance of voice and/or data communications systems (switches, circuits, software) and related utilities.  Accountable for the overall performance and availability of voice and/or data communications systems to internal and external customers.

    Primary Responsibilities

    • Manages staff that monitor and maintain voice and/or data communications systems. Develops procedures and metrics by which staff monitor and test all aspects of voice and/or data communications facilities to ensure ongoing performance and connectivity. Accountable for the overall performance and availability of voice and/or data communications systems to internal and external customers.
    • Address business needs and concerns, and able to target weak area’s in the companies telecommunication systems and identify solutions that create value.
    • Consult with vendors and account teams to discuss and identify new products and technology that align with the Telecommunications team roadmap. Must be able to demonstrate superior knowledge of telecommunications equipment and software as well as emerging industry trends.
    • Demonstrate experience in telecommunications administration working with Call Center systems, IVR, Conferencing, Webex, NICE, Nuance and Work Force Management with at least 3-5 years of supervisory/management experience.
    • Strong leadership skills with commitment to customer service.
    • Develops and manages the Telecommunication team’s budget.
    • Manages the resolution of voice and/or data communications hardware and software issues. Works closely with Operations teams in the resolution of issues affecting the company's telecommunications systems.
    • Manages the design and implementation of voice and/or data communications solutions that integrate within existing network systems and established systems architecture standards. Provides voice and/or data communications systems subject matter expertise during application and systems design, implementation and maintenance projects. Acts as the primary liaison with external vendors during installation, rearrangement, and/or removal of hardware and/or software.
    • Manages 1st and/or 2nd level support coverage in response to the more complex voice and/or data communications issues. Works with personnel and vendors at remote locations to identify hardware/software problems at those locations. Schedules staff for on call coverage as necessary.
    • Assigns teams and individual staff to projects of varying scope. Ensures projects are completed on time and within predefined requirements and budgets. Communicates projects status to business leadership and liaises project issues to systems leadership. Accountable for team performance within assigned projects.
    • Establishes, interprets and adjusts SOP's by which subordinates operate. Estimates staffing needs and schedules and assigns projects/work for the department. Is ultimately responsible for success of all departmental projects.  Has authority to make exceptions to policy or procedures.
    • Responsible for all budget aspects of department. Makes decisions on pay, performance, appraisals, work schedules, discipline and hiring.


    • Bachelor’s degree in Computer Science or Information Systems or equivalent experience
    • Minimum eight (8) years relevant telecommunications experience, including at least two (2) years experience directly managing people, including hiring, developing, motivating, and directing people as they work
    • Two (2) years billing and budget management experience
    • Experience with Avaya and Cisco telecommunications equipment and demonstrated success in a large telecommunications environment


    Working Conditions/Physical Requirements: Position may require standing/walking/lifting/squatting/kneeling sometimes for an entire shift.  Must be able to lift 50 + pounds. Ability to work required shifts including weekend, evening, and on-call as necessary.


    This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


    About Great-West Financial

    At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.


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