What We'll Bring:
At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.
Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.
What You'll Bring:
We are looking for a Voice Leader that can manage the Enterprise Voice Engineering team and operations team to implement and support the solutions that exist globally across TransUnion footprint. This role will work very closely with Architecture, Infrastructure and Individual Business Customers to implement new initiatives support the domain from an operational perspective as well as maintain the health and availability of the current domain. The scope includes traditional Voice infrastructure, conferencing services integration, as well as Call Center Technologies. Engineering and operational and implementation experience with the ability to manage a dynamic team would be the ideal candidate. A candidate with Call Center experience and the ability to transform the Call Center technologies is a must. This position will have direct responsibility for a team of Voice Engineers and Operations teams both internal to TransUnion as well as an outsourced consulting agreement for Voice infrastructure support.

• Bachelor's degree in computer science, systems analysis or a related study, or equivalent experience.
• 8-10 years of experience of telecom design, implementation, maintenance, and troubleshooting of large, complex IP-based networks
• 5+ years management experience managing a dynamic staff consisting of both internal teams and outsourced teams
• Budget management and forecasting
• Ability to estimate the financial impact of technical architecture alternatives.
• Call Recording - Implementation and Support
• Familiarity with Microsoft enterprise architecture.
• Strong VoIP experience & exposure to SIP
• TDM, IP trunking, 800 toll-free provisioning
• Deep understanding of IVR, queuing, and call routing strategies preferred.
• Must have a detailed understanding of industry standard VOIP technologies including SIP, H.323, G.711, G.729, TCP/IP, DHCP, SNMP, TFTP, IEEE 802.3 family, QoS, and CoS.
• Proven knowledge and practical application of voice network security, vulnerability management, security monitoring and detection of inappropriate voice network usage.
• Understanding of unified communications including presence, unified messaging, web-conferencing, and Video Conferencing preferred.
• Working knowledge of Verint's Call Center suite of products including Work Force Management, Call and Screen Recording, and Quality Monitoring.

What We'd Prefer to See:

• Understanding and experience in cloud contact center solutions included Amazon Connect, Avaya and Five9's

Impact You'll Make:
This position is responsible for the overall Engineering and Operational management and implementation of the TransUnion enterprise voice infrastructure environment. This includes management-level accountability and responsibility for all voice-based services, to include enterprise contact centers, SIP trunks, VoIP infrastructures and traditional dial-tone-related environments. In addition to management of the voice engineering and operational support, this position is also responsible for ensuring all voice requests and projects are completed in a timely fashion, within scope and defined budgetary constraints. Further, this position will work closely with architecture, global collaboration and network peers on overall solutions that exist and integrate with all enterprise Voice Solutions

• The Global Voice Infrastructure engineering team is responsible for operations, and engineering and delivery of all voice infrastructure projects.
• Work closely with Voice Architecture to build and define a 3-year strategy for TransUnion's Global Voice infrastructure.
• Plays an integral role in building and enhancing voice infrastructure in terms of robustness, scalability, availability, capability and efficiency.
• Leads Vendor Engagement model for Engineering and Delivery. Conduct regular reviews with carriers and other voice providers as appropriate and manage overall Vendor management responsibility
• Assist with capital and operational budgeting for in-scope technology and operational areas
• Build and support global solutions, addressing business needs and priorities. Managing the day-to-day operations of a voice engineering team.
• Manage overall Telecom Budget (hardware, circuits, consulting) including infrastructure and operational expenses.
• Manage teams that are ultimately responsible for delivery and operations of the voice services estate throughout the enterprise environment.
• Work closely with business stakeholders and IT Business Solution/Relationship Managers to ensure business requirements and demands are being addressed in an accurate and timely manner.
• Participate in RFPs and related commercial negotiations as the Voice Services representative as appropriate.
• Responsible for the quality of deliverables of business and enterprise initiatives.
• Responsible for Voice Operations support and the overall health and maintenance of all voice infrastructure assets to include control, compliance, incident, problem and change management processes.
• Decision maker in the voice infrastructure design and selection process and oversee execution.
• Align customer needs, working closely with Voice Architecture to build domain roadmaps implementations and deliver solutions.
• Conduct voice infrastructure performance and address security assessments.
• Provide value-added solutions for business, both tactically and strategically

During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.
#DICE
#LI-EP1
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.
TransUnion's Internal Job Title:
Director, Voice Engineering