Voice Network Manager

Engine

Pittsburgh, PA, United States

18 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Artificial Intelligence Avaya IP Phone 1140e Synchronous Optical Networking VoIP Disaster Recovery Network Topologies Multi-protocol Systems Wide Area Networks Cisco Unified Contact Center Enterprise (UCCE) Genesys Cisco

Job description

We are partnering exclusively with a Pittsburgh-based organization seeking a Voice Network Manager to lead its enterprise voice, contact-center, and telecom infrastructure. This individual will oversee the technology supporting three geographically distributed contact centers and more than 200 agents.This is a technically driven leadership position focused on the platforms, infrastructure, integrations, and resiliency behind contact-center operations-not customer-service operations, * Lead the technology supporting three contact centers across the United States

Manage enterprise voice, VoIP, PBX, IVR, unified communications, and contact-center platforms
Support and enhance Genesys IVR and the current ATOS contact-center environment
Lead integration and cloud-migration initiatives across multiple companies and platforms
Identify opportunities to introduce AI, automation, and self-service capabilities into the contact-center environment
Own platform availability, disaster recovery, failover planning, and SLA performance
Oversee telecom transport infrastructure, including fiber, SONET, MPLS, WAN, SD-WAN, microwave, and leased circuits
Manage carrier relationships, vendors, service delivery, platform expenses, O&M budgets, and capital projects
Support Microsoft Teams Rooms and related AV technology
Lead engineers, analysts, contractors, and external service providers
Communicate effectively with technical teams, operational leaders, vendors, and executives

Requirements

10+ years of experience supporting voice, data, and telecom transport networks
5+ years of people-leadership experience
Deep enterprise voice, VoIP, telephony, PBX, ACD, and IVR expertise
Experience managing the technology behind contact centers supporting at least 200 agents
Experience with Genesys, Avaya, Cisco UCCE, ATOS, or comparable contact-center platforms
Unified communications experience with Cisco UC, Avaya, Microsoft Teams Voice, or similar technologies
Strong understanding of network topology, resiliency, disaster recovery, and business continuity
Experience integrating or standardizing multiple voice and contact-center environments
Demonstrated ownership of telecom budgets, carrier relationships, vendor performance, and service delivery
Self-motivated leadership style with the ability to ask the right questions and navigate all levels of a lean organization
Bachelor’s degree in Electrical Engineering or a related discipline preferred