Director of Telecom Services

Full time, permanent

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


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


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