Role Purpose
Signant Health is seeking an experienced Technical Services Manager to oversee our global contact center infrastructure and ServiceNow ITSM platform. This dual-platform role combines telephony expertise with ServiceNow product ownership, managing 150+ international toll-free numbers across 66 countries, Genesys Cloud CX platform, SHAI AI voice assistant integration, and our dedicated ServiceNow instance (DEV and PROD environments). The ideal candidate will serve as both a technical expert and product manager, bridging helpdesk operational needs with vendor development teams while ensuring seamless integration between telephony, AI services, and ticketing systems.
Key Accountabilities
- Administer and maintain international toll-free numbers across 66 countries.
- Configure and manage SIP trunking and PBX-cloud integrations.
- Oversee Genesys Cloud CX platform, including IVR and ACD configurations.
- Integrate AI voice assistant (SHAI) with telephony systems for intelligent routing.
- Monitor call quality metrics and troubleshoot connectivity issues.
- Manage toll-free number testing and monitoring via klearcom platform.
- Implement telecom cost optimization strategies and capacity planning.
- Ensure compliance with global telecom regulations, GDPR, and HIPAA.
- Maintain disaster recovery and business continuity plans for telephony.
- Administer ServiceNow platform (DEV and PROD environments).
- Act as product owner for ServiceNow, managing roadmap and backlog.
- Coordinate vendor relationships (Orange, Genesys, klearcom, DEV-HD).
- Lead integration projects between ServiceNow and other platforms.
- Oversee change management and training for ServiceNow updates.
- Develop and maintain reporting dashboards for telephony and ServiceNow performance.
Decision Making and Influence
- Prioritize ServiceNow development backlog based on business needs.
- Approve vendor invoices and manage development hour budgets.
- Negotiate scope changes and SLA compliance with vendors.
- Define acceptance criteria for new ServiceNow features.
- Make trade-offs between competing priorities under resource constraints.
- Determine failover strategies for telephony infrastructure.
- Set alert thresholds and escalation procedures for monitoring platforms.
- Approve integration designs and ensure adherence to best practices.
- Influence helpdesk process improvements through analytics insights.
- Decide on cost optimization measures for telecom services.
Knowledge, Skills, and Attributes
Essential
- Genesys Cloud CX platform expertise (IVR, routing, queues).
- ServiceNow administration and configuration experience.
- SIP protocol and VoIP troubleshooting skills.
- International telephony standards and toll-free number management.
- API integration and webhook configuration knowledge.
- Strong vendor management and negotiation skills.
- Compliance knowledge (GDPR, HIPAA).
- Advanced problem-solving and diagnostic ability.
- Excellent communication and documentation skills.
- Ability to manage global operations and on-call support.
Desirable
- Genesys Cloud CX Architect Certification.
- ServiceNow CIS certification in ITSM or CSM.
- Experience with toll-free monitoring platforms (klearcom, Cyara).
- AI integration experience with contact center platforms.
- Scripting skills (Python, JavaScript, PowerShell).
- Familiarity with telecom carrier portals.
- Network fundamentals (QoS, firewalls, NAT).
- Experience with packet analysis tools (Wireshark).
- Contact center analytics and reporting tools.
- Project management experience for large-scale integrations.
