AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.
Information Technology Solutions (ITS) is AARP's technology leader in positive social change and member value, enabling a more effective workforce and globally connecting employees, members, volunteers, partners and advocates to maximize engagement.
Drives business processes and technology solutions in support of a robust and complex Skype implementation. Provides strategic and tactical leadership and guidance to ensure excellent Skype call quality and customer support for users. Identifies areas of improvement and makes actionable recommendations to increase operational efficiency, as well as designs and implements those solutions, as necessary. Ensures that the Skype environment performs optimally and that all Skype services meet 99.9% availability requirements, including Skype Online, Skype for Business (SfB) PSTN conferencing, Microsoft Surface Hubs, Polycom Skype compatible phones, and SfB Enterprise Voice Services. Ensures performance metrics are published regularly. Sets team goals to ensure the team meets the goals and expectations of IT leadership. Provides oversight to technical resources, as well as oversees service resources and sets vision and direction to inspire and drive continuous improvement of policies, standards, and procedures. Provides thought leadership to fellow team members, providing high-level technical architecture and driving design and build of business applications and supporting functions. Serves as an escalation point for reported recurrent issues or known problems from internal and external customers, providing advice on remediation through architecture, plug-ins, extensions, upgrades, etc. Communicates and shares knowledge of the target industry frameworks with peers and the AARP community at large through the appropriate communication/collaboration tools prescribed.
Completion of a Bachelor’s degree or higher in Information Technology, Computer Science, Business Engineering, or an equivalent field and 6+ years of related experience.
Excellent management skills.
Good technical understanding of all supported services including, Skype Online, SfB PSTN conferencing, Cloud PBX, Microsoft Surface Hubs, Polycom Skype compatible phones, SfB Enterprise Voice Services, and Avaya PBX.
Experience with call center integrations and migrating call center functions to SFB.
Demonstrated experience with Microsoft O365 and Skype.
Experience working in a highly matrixed, technical team organization.
Strong client service and project management skills. In particular, must have the ability to communicate with both business and technical individuals effectively and explain technologies in a non-technical manner.
Proficient in Microsoft Office applications.
Proficient written and verbal communication skills.
Must have strong technical and analytical skills.
Experience with SfB implementations and user adoption.
Ability to identify issues and coordinate resolutions.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.