MS - IT Infra/Cloud - Manager - Telecom/Voice Lead - operate
Core
Lead and manage Telecom and Voice Support services across enterprise environments, ensuring high availability, performance, and reliability of telephony, unified communications, and contact center platforms.
Role type
Manager, Telecom & Voice Infrastructure Lead
Builds
24x7 business-critical communication services, voice systems, and contact center platforms
Domain
Telecom, Voice, Unified Communications, Contact Centers
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Lead and coach teams of telecom engineers, Manage enterprise voice infrastructure (VoIP, SIP, PBX, UC), Oversee telephony platforms (Cisco CUCM, Avaya, Genesys, Microsoft Teams Voice), Manage telecom carriers and vendor relationships, Lead incident management and root cause analysis, Optimize QoS, latency, jitter, and packet loss, Manage number provisioning and IVR systems, Ensure compliance with regulatory requirements, Drive automation and monitoring improvements
Preferred skills
Expertise in unified communications and contact center technologies, Ability to lead cross-functional teams, Strong analytical and troubleshooting capabilities
Technologies
Cisco CUCM, Unity, UCCX/UCCE, Avaya, Genesys, Microsoft Teams Voice, VoIP, SIP, PBX, AWS, Azure
Responsibilities
Lead incident management and participate in major incident calls for voice outages, Perform root cause analysis and implement preventive measures, Establish SLAs, OLAs, and performance metrics, Develop and maintain documentation including runbooks and architecture designs, Collaborate with network, security, and application teams, Manage number provisioning, call flows, and contact center configurations
Seniority
Manager, hands-on leadership with team development
