Voice Network and Contact Center Manager
Core
Lead enterprise telecommunications environment including voice, data, transport, AV, and contact center technologies for a major water and gas utility.
Role type
Manager, Telecom
Builds
Reliable, secure, and cost-effective telecom services supporting business operations and customer needs
Domain
Utilities (water/wastewater and natural gas) + Telecommunications
Deliverable
infrastructure
Required skills
Voice and data networks, Contact center technologies (ACD, PBX, reporting, workforce management), Transport systems (fiber, SONET, microwave, leased circuits), Team leadership, Vendor management, Budgeting, Disaster recovery planning
Preferred skills
People leadership or management experience
Technologies
ACD, PBX, SONET, microwave, leased circuits, fiber
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; 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
