Job Description

The role encompasses operational ownership as well as vendor management, service management, stakeholder engagement, and technology transformation initiatives.

Key Responsibilities

Unified Communications & Telephony

• Manage and enhance global voice and PSTN services
• Own and support Zoom Phone and related telecommunications platforms.
• Perform number management and porting activities
• Manage call queues, IVR systems, SMS services, and call routing
• Support new site deployments, acquisitions, divestitures, and organizational changes

Contact Center & Collaboration Services

• Support and administer Contact Center platforms
• Manage and enhance collaboration technologies
• Deliver KPI reporting and service quality improvements
• Drive AI enablement and innovation within communication platforms

Mobility Services

• Own mobility operations for: AT&T Verizon T-Mobile Tangoe
• Manage the complete mobile device lifecycle
• Oversee joiner, mover, and leaver processes
• Coordinate provisioning, upgrades, replacements, and device recycling activities
• Own ServiceNow mobility workflows and processes
• Manage mobility-related financial controls and invoice approvals

Service Management

• Maintain ServiceNow governance for Telecommunications and Unified Communications services.
• Ensure effective management of: Incidents Requests Problems Changes
• Drive SLA adherence and continuous service quality improvements.

Vendor & Financial Management

• Manage relationships with strategic service providers including: AT&T Verizon T-Mobile Zoom ChoiceTel
• Oversee contract and license management
• Drive cost optimization initiatives
• Review and approve telecommunications-related invoices and expenditures

Business Relationship Management

• Partner with: General Managers Operations Managers Business Unit Leadership Teams
• Understand business requirements and provide technology solutions
• Lead customer escalations and service issue resolution
• Ensure high levels of customer satisfaction for communication services

VoIP and telephony solutions

• Contact Center platforms
• Unified Communications services
• Mobility services
• Collaboration technologies

Minimum Requirements

• Bachelor’s degree
• 7+ years of professional experience supporting telecommunications, unified communications, or enterprise infrastructure services

Preferred Qualifications

• Advanced knowledge of VoIP, PSTN, Zoom Phone, and Contact Center platform administration
• Direct operational experience managing enterprise carrier systems (AT&T, Verizon, T-Mobile) and mobility platforms (Tangoe)
• Applied experience managing ITIL processes (Incident, Request, Problem, Change) within ServiceNow
• Proven capability in financial controls, vendor contract oversight, and telecom invoice processing
• In-depth understanding of carrier organization structures, workflows, and enhancement programs
• Hands-on experience driving AI tool integration or workflow automation within collaboration platforms
• Demonstrated ability to communicate effectively with executive leadership and operational stakeholders