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# Voice Network and Contact Center Manager

- **Company:** Essential Utilities, Inc.
- **Location:** Pittsburgh, PA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Synchronous Optical Networking, Computer Networks, Customer Interaction Management (Software), Disaster Recovery, IP Pbx, System Availability
- **Published:** June 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3711c07ee2070892

## About the Role

Do you have a valid Driver's License license?, Do you have experience in Workforce management?, * Bachelor's degree in Electrical Engineering or a related field

 * 10+ years of experience in voice, data, and transport networks.
 * 5+ years of people leadership or management experience preferred.
 * Expert knowledge of:
 + Voice and data networks
 + Contact center technologies (ACD, PBX, reporting, workforce management)
 + Transport systems (fiber, SONET, microwave, leased circuits)
 * Strong communication, leadership, and problem-solving skills.
 * Proven experience with budgeting, cost analysis, and vendor/contract management.
 * Ability to manage multiple priorities in a fast-paced environment.
 * Valid driver's license and ability to travel to company work sites as needed.

## Description

* 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.
 * Ensure high availability, quality, and performance standards across all telecom services.
 * 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.


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