Manager of Telecom

Total Rewards

• Compensation & Incentives
  • Competitive base salary + bonus on eligible positions
  • Paid Time Off
    • 22 days plus 7 major holidays and 1 floating holiday
  • 401(k) Matching
    • Company match 401(k) plan
  • Discounts
    • Online and retail discounts
  • Wellness
    • Physical and mental health wellness programs
  • On-site Amenities
    • Daycare, cafeteria, fitness center, and coffee shop at our HQ

What you’ll be doing:

• Manage daily telecom operations, including voice services, unified communications, contact center platforms, telecom expense management, vendor support, and service delivery.
• Support the implementation, and lifecycle management of telecom platforms, including Cisco CUCM, Cisco UCCE, Jabber, Webex Calling, Finesse, IVR platforms, and related technologies.
• Ensure enterprise voice and contact center systems are reliable, secure, scalable, and performing effectively across stores, contact centers, corporate offices, and other locations.
• Support telecom upgrades, migrations, modernization efforts, infrastructure improvements, and other operational projects.
• Manage telecom incidents, escalations, root cause analysis, and problem resolution to reduce business disruption and improve service reliability.
• Maintain documented operating procedures and administer approved telecom standards under leadership direction.
• Partner with IT, Network Engineering, Security, Infrastructure, Applications, Service Desk, Finance, Procurement, and business teams to support end-to-end telecom services.
• Oversee telecom expense management, including invoices, budgets, forecasts, financial reporting, carrier billing, inventories, and cost optimization.
• Ensure telecom invoices are reviewed, billing issues are resolved, contract terms are followed, and service inventories remain accurate.
• Identify opportunities to reduce telecom costs, improve vendor performance, optimize services, and strengthen operational controls.
• Manage telecom vendors, carriers, and service providers, including performance monitoring, issue escalation, service reviews, and relationship management.
• Provide operational reporting and recommendations to support budget tracking, resource planning, and approved work plans.
• Set priorities, allocate resources, track deliverables, and ensure telecom work is completed on time, within budget, and aligned to business needs.
• Maintain reports, dashboards, metrics, and analysis to monitor telecom performance, expenses, vendor activity, and service health.

What you bring to the table:

• Strong leadership and coaching skills.
• Strong problem-solving and troubleshooting skills.
• Able to manage multiple priorities and deadlines.
• Strong communication and collaboration skills.
• Able to work with technical and non-technical partners.
• Strong analytical skills and attention to detail.
• Service-oriented mindset.
• Able to improve processes, reduce costs, and drive results.
• Strong vendor management and relationship-building skills.

Basic Qualifications:

• Bachelor’s degree in telecommunications, Information Technology, Computer Science, Engineering, Business, Finance, or a related field; or an equivalent combination of education, training, and experience.
• 7+ years of experience in telecommunications engineering, telecom operations, unified communications, contact center technologies, telecom infrastructure, or telecom expense management.
• 3+ years of experience leading or managing technical employees, analysts, vendors, service providers, or cross-functional project teams.
• Experience supporting enterprise voice, unified communications, or contact center environments in a multi-site organization.
• Experience with Cisco CUCM, Cisco UCCE, Webex, Jabber, Finesse, IVR platforms, or similar technologies.
• Experience managing telecom vendors, carriers, service providers, contracts, licensing, escalations, or service performance.
• Experience with telecom expense activities such as invoice review, budgeting, forecasting, reporting, billing issue resolution, service inventories, or cost optimization.
• Experience using Excel, Power BI, Microsoft Office, or similar tools for reporting, analysis, and operational tracking.

Preferred Qualifications:

• Experience supporting telecom services in a retail or multi-location environment.
• Experience with Cisco CUCM, Cisco UCCE, Webex Calling, Jabber, Finesse, IVR, carrier services, SIP, PRI, voice gateways, or related telecom technologies.
• Experience maintaining telecom standards, procedures, documentation, dashboards, approved plans, or governance processes.
• Experience supporting Finance and Procurement with telecom budgets, invoice review, vendor coordination, and reporting.
• Experience supporting telecom modernization, platform migration, service optimization, infrastructure lifecycle, or technology transformation initiatives.
• ITIL, project management, Cisco collaboration, telecom expense management, contact center, or related technical certification preferred.