Director of Telephony Infrastructure

2 months ago
Job ID
# of Openings


Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).


The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.


The Director of Telephony Infrastructure is responsible for all aspects of the contact center voice technology for ReedGroup, including overall stability, call monitoring, strategic planning and design, vendor management, and support services for the enterprise telephony system.




  1. Define network and telephony architecture standards, develop and implement cost effective telephony solutions
  2. Conduct current state analysis and future state designs of telephony system
  3. Partner with IT to design and implement key operational telephony tools: call monitoring, Network Operating Center (NOA), intraday management, workforce/resource management, shift-bidding, intelligent call routing, etc.
  4. Ensures that telephony platform is performing at contractual levels
  5. Leads collaborative projects across Technology, Operations and telephony vendor to develop strategic and tactical plans to ensure acceptable levels of performance throughout the telephony system; this involves a high degree of technical knowledge of telephony infrastructure
  6. Deliver operations reports in support of quality and operational initiatives
  7. Conducts telephony capacity and license planning relative to current activities and future strategic plans; based on these measures, coordinates the acquisition of additional resources with Technology team and vendor
  8. Accountable for telephony business continuity and recovery planning, including backup and restoration procedures, vendor agreements, and data retention
  9. Proactively anticipate, prevent and eliminate telephony-related problems and risks
  10. Works with vendors to request and schedule work order requests for additional functionality
  11. Oversees vendor Requests for Proposal for telephony infrastructure systems. Works with Technology purchasing department to negotiate vendor contract terms and conditions, service level agreements and payment structure


  • 4-year degree in Business, Marketing or equivalent
  • Minimum of 10 years related telephony infrastructure experience


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