Telephony Services Lead

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We are seeking an experienced Associate Director to lead our Telephony Services team, consisting of Product Managers, Engineers and Operations staff. This role will be responsible for managing a global team and overseeing all aspects of telephony services, including SIP (Session Initiation Protocol), e911 (Enhanced 911), project management, vendor selection and management, budgeting and finances, SLA (Service Level Agreement) performance, and continuous improvement of services.

• Team Leadership
• Manage and mentor a global team of telephony professionals, fostering a culture of collaboration and continuous improvement.
• Provide guidance and support to team members in their professional development.
• Telephony Services Management
• Oversee the design, implementation, and management of all telephony services.
• Ownership of global telephony strategy, ensuring alignment with business needs and industry best practices.
• Key technology areas: voice and cloud setup like SIP trunking, SBCs, Microsoft Teams Direct Routing, PSTN and Azure cloud setups. Cloud and on-prem systems connectivity (Teams, Genesys, Audio Codes). Migrations from ISDN or MPLS to SIP over internet.
• E911 services, ensuring compliance with regulatory requirements and internal policies.
• Project Management
• Oversee telephony-related projects from initiation to completion, ensuring timely delivery and adherence to budget.
• Collaborate with cross-functional teams to ensure successful project execution.
• Vendor Selection and Management
• Identify, evaluate, and select telephony vendors, negotiating contracts and service agreements to ensure optimal service delivery.
• Manage vendor relationships, ensuring compliance with SLAs and performance metrics.
• Budgeting and Financial Management
• Develop and manage the telephony services budget, ensuring effective allocation of resources and cost control.
• Analyze financial performance and provide recommendations for cost‑saving initiatives.
• SLA Performance Monitoring
• Establish and monitor SLAs for telephony services, ensuring high levels of service availability and performance.
• Implement corrective actions as necessary to address performance issues.
• Continuous Improvement
• Drive continuous improvement initiatives within the telephony services team, leveraging data and feedback to enhance service delivery.
• Stay abreast of industry trends and emerging technologies to inform strategic decisions.

• Bachelor’s degree in information technology, Telecommunications, Business Administration, or a related field;
  Master’s degree preferred.
• 8+ years of experience in telephony services management, with a focus on SIP and e911.
• Proven experience in managing global teams and complex projects.
• Strong understanding of budgeting, financial management, and vendor management.
• Excellent analytical, problem‑solving, and decision‑making skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization.
• Relevant certifications (e.g., PMP, ITIL) are a plus.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $138,200 to $266,000. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $165,800 to $302,300.
  
  Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in our team‑led and leader‑enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person…