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Why Bank OZK

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We’re nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We’re investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.

The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits (https://careers.ozk.com/benefits) .

Job Purpose & Scope

Manages a team of technical professionals and leads the strategic and operational management of the organization’s voice, call center and collaboration environments. Oversees systems including Cisco UC/Contact Center, Ribbon SIP call infrastructure, WebEx (or equivalent) and manages vendor/carrier telecom relationships, day-to-day telecom operations, and assist with telecom budget planning and cost control.

Essential Job Functions

+ Manages staff to include staffing, assigning and delegating work, training, mentoring, and coaching. Conducts performance reviews and establishes and enforces operational procedures, change control, documentation, and knowledge management while fostering a culture of accountability, collaboration, and continuous improvement.

+ Leads the design, deployment, configuration, and support of voice and collaboration systems (e.g. Cisco UC, Unity, Contact Center, Ribbon SBCs).

+ Administers WebEx (or other enterprise collaboration) platforms, including governance, user adoption, and licensing.

+ Monitor system health, call quality (MOS, jitter, packet loss), capacity, and ensures high availability, disaster recovery, redundancy, and failover strategies for telecom assets, including development and testing. Serves as escalation point for major incidents and drives root cause analysis.

+ Plans upgrades, lifecycle refreshes, and migrations; decommissions legacy systems as appropriate.

+ Assists with the annual operating budget and makes suggestions to management.

+ Ensures telecom systems comply with corporate security policies, audits, and regulatory standards.

+ Engages with business units to understand voice/collaboration needs and design appropriate solutions.

+ Communicates technical issues and project status to leadership and non-technical stakeholders.

+ Partners with network, infrastructure, and information security teams to ensure dependencies (QoS, bandwidth, redundancy) are satisfied.

+ Provides support for leadership initiatives and performs other duties as assigned.

Knowledge, Skills & Abilities

+ Comprehensive knowledge of organizational voice, collaboration, and mobility systems and platforms, such as Cisco UC, Cisco Contact Center, Ribbon, WebEx, or similar and equivalent products.

+ Comprehensive knowledge of regulatory standards and compliance best practices related to telecom and mobility systems.

+ Ability to communicate effectively with all levels of management and staff including executive leadership, business stakeholders, and technical teams.

+ Ability to exercise discretion and sound judgment in decision making and maintain confidentiality.

+ Ability to meet stringent deadlines while maintaining accuracy and attention to detail.

+ Ability to manage multiple priorities and demonstrate flexibility in a continually changing environment.

+ Ability to manage escalation under pressure.

+ Strong leadership and people management skills, including the ability to mentor, coach, and evaluate performance.

+ Strong problem solving, project management, and organizational skills.

+ Strong technical skills in SIP, QoS, network dependencies for voice, latency/jitter mitigation, redundancy and failover design.

+ Skill in using computer and Microsoft Office, including Word, Excel, and Outlook.

Basic Qualifications

+ Bachelor’s degree in Information Systems, Telecommunications, Computer Science or related field, or commensurate work experience, required.

+ 5+ years of experience managing and administering telecommunications, collaboration, voice, and/or mobility systems and programs, required.

+ 2+ years of experience leading, managing, or supervising others, required.

Preferred Qualifications:

+ Advanced degree in job-related field or relevant certifications (e.g. CCIE, CCNP, ITIL Foundation or Practitioner, PMP/PgMP) preferred.

+ Experience in regulated industries (healthcare, financial services, government), preferred.

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

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EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.