Client Experience Infrastructure Manager (Voice & Unified Communications)
Core
Lead the strategy, engineering, and operations of enterprise voice and unified communications environments, ensuring high availability and modernization of telephony platforms.
Role type
Senior Infrastructure Manager (Voice & Unified Communications)
Builds
Highly available, secure, and scalable voice, video, and collaboration services for enterprise clients.
Domain
Financial Services / Enterprise Telephony & Unified Communications
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Enterprise voice infrastructure management, Microsoft Teams Phone, Avaya Aura/Communications Manager, SIP trunking, Session Border Controllers (SBCs), dial plan management, carrier management, networking concepts (QoS, WAN optimization), team leadership, vendor management, project leadership.
Preferred skills
Microsoft Teams Voice Engineer certification, Avaya Certified Professional (ACP), Teams Contact Center integrations, PowerShell automation, ITIL Foundation certification.
Technologies
Avaya Aura, Avaya CM, Microsoft Teams Phone, Direct Routing, Operator Connect, AudioCodes, Ribbon, Oracle, Cisco, PowerShell, Microsoft 365.
Responsibilities
Lead design and implementation of enterprise telephony platforms; execute voice transformation strategies (legacy PBX to cloud); manage SIP trunking and SBCs; ensure high availability and resiliency; troubleshoot complex voice-quality issues; define voice architecture standards; manage vendor relationships and support contracts; lead a team of voice engineers and specialists; serve as senior escalation point for critical incidents.
Seniority
Senior, hands-on IC with leadership responsibilities