Planning Contact Centre projects in collaboration with Project Managers. Working with the Owners to establish service offering to brokers. Improving voice and Contact Centre networks by establishing best practices and integrations, meeting industry standards, etc. Communicating with executives and representing us with suppliers and manufacturers in sensitive cases and negotiations. Overseeing systems by troubleshooting and repairing faults; testing data backup procedures; updating documentation and business continuity and IT recovery processes. Ensuring compliance with security standards and baselines for all systems and technologies. Overseeing the documentation of telephony and Contact Centre systems by recording configuration and programming diagrams. Conducting employee evaluations and managing annual adjustments based on performance and budgets. Ensure knowledge development of the team according to organizational needs. Participating in management team reviews and employee engagement plans. Working with external suppliers to deliver projects and services. Ensuring that staff knowledge and expertise match the mandates and objectives by participating in staff training and development opportunities. Promoting a proactive image of the department and organization by accepting the responsibility for responding to new and different requests; by exploring opportunities to value professional achievements.