Manager, Call Center Technology

About the role

Join Spectrum’s Billing Operations & Technology team as Manager, Call Center Technology. Lead the delivery of reliable voice operations that support business continuity and customer satisfaction. Oversee carrier relationships, telephony infrastructure, and call center platforms to ensure reliable enterprise voice services.

Responsibilities

• Oversee carrier relationships, telephony infrastructure and call center platforms to ensure reliable enterprise voice services supporting business continuity and customer satisfaction
• Lead and mentor voice engineers and call flow engineers, fostering scalable telephony solutions that address evolving business needs
• Establish and enforce voice standards and architectural direction across SBCs, SIP routing and ACD environments to enhance operational consistency and reduce risk
• Collaborate with voice engineering, network operations and incident management teams to resolve voice issues efficiently and prevent recurrence
• Drive continuous improvement by conducting incident triage, root cause analysis and proactive system optimization to strengthen voice operations
• Coordinate troubleshooting for voice incidents, guide engineers on call flow changes and prioritize voice initiatives aligned with IT and organizational goals
• Engage with vendors and carriers to support operational planning and ensure alignment with Spectrum’s telephony strategy

Requirements

• Experience: Bachelor’s degree in Information Technology, Computer Science, Management Information Systems or a related field, or equivalent work experience; 3+ years of IT work experience; 1+ year of project management experience
• Skills: Demonstrated expertise in enterprise telecommunications and voice operations, including SIP-based architectures, carrier interconnects, SBCs, SIP proxy/core routing and call center platforms such as ACD systems; Experience managing and supporting Linux-based systems in production environments; Familiarity with cloud deployment and containerization technologies like Kubernetes and Docker; Proficiency with observability, monitoring and incident response tools such as Datadog and AppDynamics; Strong troubleshooting and root-cause analysis skills for real-time communications systems; Ability to work collaboratively with stakeholders across voice engineering, network teams, incident management, vendors and carriers; Capable of translating complex technical information into clear communications for technical and non-technical audiences; Ability to organize resources, set priorities and enforce operational standards in complex environments; Proven leadership skills guiding technical teams and providing direction and coaching; Skilled at proactively managing multiple initiatives and operational priorities in a fast-paced production environment; Adept at responding quickly to voice incidents, ensuring efficient triage and restoration for both single-user and multi-user issues; Able to adapt to and support evolving technologies, platforms and operational models within enterprise voice environments

Qualifications

• Experience: Experience leading or supporting transformational change initiatives in enterprise voice or telecommunications environments; Experience deploying or operating CCaaS solutions, including migrations from on-premises or hybrid call center platforms; Experience modernizing voice platforms, including cloud-based or hybrid architectures; Experience working with vendors and carriers during major platform transitions or service redesigns
• Skills: Familiarity with automation, infrastructure-as-code or CI/CD concepts as applied to voice or real-time communications systems

Benefits

A comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.