Voice Network and Contact Center Manager

Key Responsibilities

• Lead and manage a team of Telecom Engineers, Analysts, contractors, and vendors.
• Oversee daily operations, incident management, and delivery of new telecom services.
• Design, engineer, and implement solutions for contact centers, voice networks, transport networks, and AV systems.
• Own lifecycle management of voice systems, call center platforms, transport circuits, fiber services, and mobile devices.
• Manage specifications, installation, asset tracking, billing, and maintenance of telecom services.
• Develop and maintain disaster recovery and business continuity plans for voice and data networks.
• Ensure high availability, quality, and performance standards across all telecom services.
• Manage operations & maintenance (O&M) and capital budgets for telecom.
• Track industry trends and apply best practices to improve service delivery.
• Hire, coach, and develop staff while fostering a high-performance, engaged team culture.
• Partner with internal stakeholders and external vendors to support evolving business needs.

Required Qualifications

• Bachelor’s degree in Electrical Engineering or a related field
• 10+ years of experience in voice, data, and transport networks
• 5+ years of people leadership or management experience preferred
• Expert knowledge of:
• Voicenetworks
• Contact center technologies (ACD, PBX, reporting, workforce management)
• Transport systems (fiber, SONET, microwave, leased circuits)
• Strong communication, leadership, and problem-solving skills
• Proven experience with budgeting, cost analysis, and vendor/contract management
• Ability to manage multiple priorities in a fast-paced environment
• Valid driver’s license and ability to travel to company work sites as needed