6J12
TELEPHONE SERVICES MANAGER

This is telephone services project management work for the City’s central telecommunications entity. The employee in this class evaluates a variety of requests from operating agencies, including telephone service requests, requests for voicemail services, and other services requiring the use of telephone lines. Work includes approving requests or recommending alternative services, maintaining a file of current telephone equipment information, and periodic preparation of administrative reports. Contact with departmental representatives, city and court officials, and representatives of the telephone company to effectuate complex service is significant to the work.

• The employee in this class must analyze and evaluates various city telephone services, voicemail, and related requests and implements approved changes in service.
• The position must be located in the Department of Public Property.

• Manages contracted vendors performing programming and installation of the city’s voice mail system; programs, designs and modifies the City’s voice mail (Octel) system; programs new departmental requests; determines voice mail integration with Automatic Call Distributor (ACD) applications; provides departments with cost analysis; updates the system, adding new employees and departments and making changes to telephone numbers; monitors system performance; develops and provides new reports; conducts system tests; works with vendors to develop new reports and/or to alter system capabilities.
• Oversees vendor performance in large projects such as departmental relocation or reorganization; reviews vendor contracts/maintenance agreements; prepares project specifications; develops project time line and cost estimates; works with vendors to resolve project issues; ensures that work performed meets system specifications.
• Reviews written and oral requests from representatives of city offices, board or departments, for the addition of, changes to, and/or deletion of a large variety of telephone systems and equipment; makes field investigations to evaluate existing services relative to the request for changes in service; evaluates planned and existing switching equipment, for which service has been requested to insure their suitability to requested services; analyzes and evaluates gathered information; makes estimates of costs involved; suggests or recommends other approaches to meet the desired objectives; confers with officials to resolve problems; approves requests determined to be feasible and makes recommendations for approval or denial on more complex requests.
• Advises City administrators and others on estimating communications costs for budget preparation or federal grant requisition purposes.
• Keeps informed on current communications equipment and systems and recommends its utilization.
• Determines needs for or receives requests for training from agencies using complex telephone and related systems; contacts agencies providing instruction or prepares material; schedules and/or conducts training sessions.
• Performs related work as required.

KNOWLEDGE OF:
• operations and facilities of client City departments
• the structure of the City’s voice mail network
• the principles and techniques of voice processing and programming
• contract management
• proper record and inventory control procedures in a computer-based environment
• report preparation principles and techniques
• telecommunications systems, services and equipment, including associated computer software
• the use and application of telecommunications systems and equipment, including associated computer software
• the viability, use, and compatibility of Centrex systems and other telephone and related systems and equipment offered by various telephone and communications companies
• the availability and use of emergency communications systems, practices, and procedures
• the rules and regulations governing the providing of telephone services to both City and non-City users
• knowledge of telephone and communications systems rates and equipment costs.
SKILL IN:
• project management methodologies and practices
• programming a voicemail system or directing vendor or telephone company employees in the provisioning of voicemail services
ABILITY TO:
• program, design, modify and manage a complex voice processing system
• speak clearly and distinctly
• plan standard operating procedures and to consult with peers, subordinates/associates on complex operating problems
• prepare a variety of reports on operations and costs
• establish and maintain effective working relationships with associates , telephone users, and vendors
• speak clearly and distinctly
• plan standard operating procedures and to consult with peers, subordinates/associate on complex operating problems
• prepare a variety of reports on operations and costs
• understand and follow and oral and written instructions
• establish and maintain effective working relationships with associates, telephone users, and vendors
• analyze telephone and related communications systems problems and make recommendations for efficient and economical solutions
• computer telephone rates and charges from established schedules
• read blueprints, keysheets, requisitions, electrical drawings, furniture plans and phone layouts
• express ideas effectively, both orally and in writing
• maintain effective working relationships with City officials, associates and representatives of telephone and communications companies

EDUCATION
• Education equivalent to the completion of the twelfth school grade.
AND
EXPERIENCE
• Two years of experience investigating and evaluating service requests and contributing to the planning or planning telephone service for a large telephone network.

OR

Any equivalent combination of acceptable training and experience.

AND
SPECIFIC EXPERIENCE
• Two years of advanced clerical telecommunications service experience in the Communications Division of Public Property, which has involved use of the City’s voicemail applications and/or programming on a voicemail system.

OR

Any equivalent combination of acceptable training and experience determined to acceptable by the Personnel Department which has included the Specific Experience.

PHYSICAL AND MEDICAL REQUIREMENTS

• Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.