Paylocity is seeking to enhance communication and enable employees to connect, collaborate, and create from anywhere by developing strategies and principles to deliver compelling software and improve the employee experience.
Requirements
- 5+ years of experience in IT operations, including at least 2 years managing technical teams.
- Proven experience managing enterprise telephony platforms (e.g., Five9, Genesys, Avaya, Cisco, etc.).
- Strong understanding of ServiceNow as an ITSM platform, including workflows, change management, and automation.
- Familiarity with endpoint management technologies (e.g., SCCM, Intune, JAMF, etc.) across Windows and macOS environments.
- Ability to manage cross-functional projects, budgets, and vendor relationships.
- Experience in a hybrid or fully remote enterprise environment.
- Familiarity with ITIL practices and enterprise change/release processes.
Responsibilities
- Build and lead the new Telephony Team, focused on the implementation, support, and optimization of Five9 and related telephony systems.
- Provide strategic and operational leadership to the ServiceNow and Corporate Endpoint Engineering teams.
- Establish a high-performance culture with a focus on service reliability, innovation, and user experience.
- Oversee day-to-day operations across all three teams, ensuring SLAs, KPIs, and compliance requirements are met.
- Drive platform roadmap development, upgrades, integrations, and automation initiatives.
- Collaborate with Security, Networking, and Systems teams to ensure robust architecture, access controls, and performance across platforms.
- Manage vendors and external partners, including Five9 support, hardware vendors, and SaaS service providers.
Other
- Hire, mentor, and develop team leads and individual contributors across your functional areas.
- Foster a culture of collaboration, accountability, and continuous learning.
- Conduct regular performance reviews, provide feedback, and support career growth.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to sit for extended periods and use of computer and phone systems.
