Manager, Telecom Operations, Amazon Connect
Core
Lead a global team of engineers managing telecom infrastructure, SIP technologies, and carrier connectivity for Amazon Connect to ensure reliable delivery of telecommunications systems for millions of customer interactions.
Role type
Manager, Telecom Operations
Builds
Amazon Connect (AI-powered customer experience solution)
Domain
Cloud Telecommunications / SIP / Session Border Controllers (SBC)
Deliverable
infrastructure
Required skills
Team leadership, 24/7 on-call management, incident response, carrier partner coordination, SIP technology expertise, SBC management, operational process improvement, major incident management, technical guidance on telecom infrastructure, strategic planning, metrics development
Preferred skills
Networking knowledge, high-volume recruiting plan creation, automation implementation within operations, representing technical areas to senior management
Technologies
SIP, Session Border Controllers (SBC), Amazon Connect
Responsibilities
Lead and develop a global team of engineers managing telecom infrastructure across multiple time zones, oversee 24/7 engineering operations for SIP technologies and carrier management, manage incident response and coordinate with carrier partners, drive operational excellence through process improvements and automation, own the Major Incident Management process, provide technical guidance on SIP technologies and SBCs, partner with leadership to align team execution with organizational objectives
Seniority
Manager, hands-on IC with team leadership
