Position Summary

Key Responsibilities

Telecom Strategy, Projects & Transformation

• Lead enterprise telecom initiatives including cloud voice migrations, carrier transitions, contact center deployments, and site telecommunications projects.
• Develop and manage project plans, timelines, budgets, resources, risk mitigation strategies, and stakeholder communications.
• Coordinate efforts between vendors, carriers, managed service providers, business leaders, and IT teams.
• Track project milestones, dependencies, risks, and operational readiness.
• Deliver executive-level project updates and recommendations.
• Drive modernization initiatives that improve reliability, scalability, user experience, and operational efficiency.

Voice Platform Migration & Modernization

• Lead migration efforts from legacy PBX systems to cloud-based communication platforms.
• Manage migrations from Mitel, ShoreTel, and other voice platforms to OBE's cloud telecommunications platform and 8x8.
• Oversee number porting, dial plan migrations, cutover activities, testing, user acceptance, and deployment.
• Create migration runbooks, rollback plans, user communication strategies, and transition support plans.
• Ensure seamless adoption of new technologies with minimal business disruption.

Unified Communications & Contact Center Management

• Administer, support, and optimize:
  • 8x8
  • Microsoft Teams Voice
  • Mitel/ShoreTel
  • SIP-based Unified Communications platforms
  • Cloud Contact Center (CCaaS) solutions
• Configure and support:
  • Auto Attendants
  • Call Queues
  • Hunt Groups
  • Dial Plans
  • DID Services
  • Emergency Calling Services
  • Contact Center Workflows
• Partner with business leaders to enhance communication capabilities and customer experience.

Voice Engineering & Telecom Infrastructure

• Provide technical leadership for enterprise SIP-based voice services.
• Design, implement, and troubleshoot:
  • SIP Trunking
  • RTP/SRTP Communications
  • TLS Encryption
  • Call Routing Policies
  • Voice Survivability Solutions
• Collaborate with carriers and service providers to resolve complex telecom issues.
• Maintain expertise in VoIP technologies, voice architecture, and carrier interconnectivity.
• Design and optimize QoS policies for voice, video, and real-time communications.
• Analyze voice quality metrics including latency, jitter, packet loss, and MOS scores.
• Partner with Network Engineering teams to ensure traffic prioritization across LAN, WAN, SD-WAN, VPN, and internet environments.
• Lead root cause analysis for recurring telecom and voice quality issues.

Telecom Operations & Service Delivery

• Oversee daily telecom operations, including incident management, service requests, MACD activities, and approved changes.
• Support telecom services across corporate offices, manufacturing facilities, and distribution centers.
• Participate in escalation support for business-critical voice and contact center services.
• Ensure compliance with ITSM, change management, and governance standards.
• Monitor service availability, performance, and operational health.

Carrier & Vendor Management

• Manage relationships with telecom carriers, vendors, and managed service providers.
• Coordinate circuit installations, upgrades, service orders, disconnects, and escalations.
• Oversee lifecycle management of telecom circuits across all locations.
• Evaluate vendor performance and drive accountability for service delivery.
• Support telecom cost optimization, redundancy planning, and carrier rationalization initiatives.

Security, Compliance & Business Continuity

• Ensure telecom solutions align with enterprise security and compliance requirements.
• Partner with Cybersecurity teams to maintain secure SIP connectivity, authentication, encryption, and vendor access controls.
• Support disaster recovery and business continuity planning for telecommunications services.
• Maintain appropriate monitoring, logging, visibility, and audit controls.

Documentation & Continuous Improvement

• Maintain telecom architecture diagrams, SIP call flows, operational procedures, runbooks, and standards documentation.
• Document cloud telecom platforms, contact center solutions, and carrier services.
• Drive continuous improvement initiatives through root cause analysis and corrective actions.
• Develop operational metrics and performance reporting for leadership.

Required Qualifications

Experience

• 8+ years of experience in enterprise telecommunications, unified communications, contact centers, or voice engineering.
• 3+ years of leadership experience managing telecom personnel, vendors, contractors, or managed service providers.
• Experience supporting multi-site manufacturing or distributed enterprise environments.
• Proven experience leading telecom modernization and voice migration projects.

Technical Expertise

Hands-on experience with:

• 8x8
• Microsoft Teams Voice
• Phone Number Porting
• Mitel/ShoreTel
• SIP-based Voice Solutions

Strong understanding of:

• SIP
• RTP/SRTP
• Session Border Controllers (SBCs)
• Voice Codecs
• QoS Design & Troubleshooting
• Call Routing Architecture
• Contact Center Technologies

Core Competencies

• Strong project and program management skills.
• Vendor and carrier management expertise.
• Excellent communication and stakeholder management skills.
• Strong troubleshooting and analytical abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Leadership mindset with a focus on operational excellence and continuous improvement.

Success in the First 12 Months

• Successfully migrate legacy voice platforms to OBE's cloud-based telecommunications environment.
• Improve telecom and contact center service reliability and performance.
• Reduce recurring telecom and carrier-related incidents.
• Enhance voice quality through proactive SIP and QoS optimization.
• Strengthen telecom operations, documentation, and support processes.
• Develop high-performing vendor and service provider relationships.
• Deliver measurable improvements in customer experience, service performance, and telecom operational efficiency.