Manager Information Technology: Global Unified Communications and Collaboration

Overview

Lead Caterpillar's global communications and collaboration services, including Voice, Contact Center, Video Conferencing, Digital Signage and U.S. Cellular Services, and help define enterprise communication strategy.

What you'll do

• Lead strategy, governance, delivery and lifecycle management for Global Voice, Global Contact Center, Global Video Conferencing, Global Digital Signage and U.S. Cellular End Points.
• Ensure services are reliable, secure, scalable, cost effective and aligned with business needs.
• Develop service roadmaps that support enterprise priorities.
• Lead modernization efforts across voice, contact center, collaboration, signage and cellular services.
• Advance cloud-based platforms, automation, AI enabled capabilities and process improvements.
• Identify opportunities to simplify operations, reduce risk and improve user experience.
• Oversee service reliability, availability, incident response, problem management and continuous improvement.
• Establish standards, governance processes, performance metrics and support expectations.
• Use data and operational insights to improve service quality and accountability.
• Ensure services meet business, security, compliance and regulatory requirements.
• Manage budgets, forecasts, contracts, purchase orders and investment planning.
• Lead vendor relationships with carriers, technology providers and managed service partners.
• Drive contract governance, supplier performance, issue resolution and cost optimization.
• Lead and develop a geographically distributed technical team.
• Build capability across voice, contact center, collaboration, digital signage, cellular, automation and service management.
• Create development opportunities, succession plans and knowledge transfer practices.

What you'll need

• Experience leading enterprise communications, telecommunications, infrastructure or collaboration services.
• Strong understanding of voice services, contact center platforms, collaboration tools, telecommunications and service management.
• Proven ability to lead technical teams, strategic initiatives, operational support and vendor relationships.
• Strong financial management, business planning, roadmap development and leadership skills.
• Excellent communication, stakeholder management, executive presentation and influencing skills.

Nice to have

• Experience with Microsoft Teams Calling, SIP, voice routing, Session Border Controllers, E911 and carrier services.
• Experience with Amazon Connect or other enterprise contact center platforms.
• Experience leading global technology transformation or infrastructure modernization initiatives.
• Knowledge of automation, AI enabled operations, cloud communications and digital workplace solutions.
• ITIL, Microsoft, AWS, telecommunications, project management or leadership certifications.

Details

• Location: Whitefield PSN Office, Bangalore, India.
• Work mode: onsite, five days a week in the office.
• Shift timing: EMEA shift, 01:00 PM to 10:00 PM IST.
• Visa sponsorship is not available for this position.