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

Optional:               

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

#LI-JC1

Apply for this Job
* Required
(Optional)
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at TripAdvisor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.


Share this job: