Office Manager

Central Office Manager

Smart City Telecom is Central Florida's trusted hometown telecommunications provider. Since 1969, we have been personally serving and seamlessly connecting our neighbors and businesses with the world. With decades of experience delivering fast, reliable fiber internet, hosted voice, and managed services, we have grown alongside the communities we serve while staying true to the values that got us started. We instill confidence every day by delivering reliable solutions and brilliant service, and we are always looking for talented people who share that commitment.

The Central Office Manager leads the team and the technology that keeps our Central Office and remote points of presence running around the clock, directing the installation, provisioning, and maintenance of the switching, transport, and power infrastructure our customers depend on. Reporting to the Senior Manager, Engineering, this role sits at the heart of our Engineering team, supporting both TDM and VoIP applications across our ILEC and CLEC networks.

The manager supervises the Central Office technician team, sets work priorities, maintenance schedules, and on-call coverage, and serves as the technical owner of our Ribbon C20 voice switch, remaining hands-on with SONET and IP transport equipment, circuit provisioning, and DC power systems when issues arise. We instill confidence every day by delivering reliable solutions and brilliant service, and this role is central to keeping that promise.

What the Role Involves

• Supervising the Central Office technician team, including work assignment, shift and on-call scheduling, performance coaching, training, and professional development
• Participating in hiring and onboarding, conducting performance reviews, and approving timecards and time-off requests in partnership with Human Resources
• Multi-tasking in a fast-paced, high-pressure environment, exercising good judgment, and responding to multiple simultaneous calls with appropriate action
• Serving as the technical owner of the Ribbon C20 voice switch, including daily maintenance, restoration, software upgrades and patching, backups, and disaster-recovery readiness
• Monitoring C20 call-processing performance, alarms, and trunk group capacity, and coordinating with Ribbon support on escalations and maintenance windows
• Overseeing the installation and maintenance of switching equipment and support electronics for both TDM and IP applications located at a main central office, data centers, and other remote points of presence
• Tracking network availability, maintenance, restoration, and project performance
• Leading major incidents, post-incident reviews, and corrective actions
• Ensuring asset, configuration, backup, circuit, and power records remain current
• Maintaining business continuity, disaster recovery, and spares readiness
• Interfacing with telecom carriers, other departments, and customers for testing and troubleshooting
• Developing and enforcing Central Office standards, method-of-procedure documentation, change control, and safety practices
• Managing vendor relationships, maintenance contracts, spares inventory, and capital and expense budget input for Central Office projects
• Forecasting Central Office capacity, power, and floor space requirements, and planning equipment life-cycle upgrades and end-of-life replacements
• Managing Central Office projects from scope through turn-up, including timelines, resources, and coordination with Outside Plant, NOC, and Field Operations

What We're Looking For

• Minimum of 7 years of telecom switching/SONET transport experience, including at least 2 years supervising or leading a technical team
• Strong VoIP telephony/IT background
• Hands-on administration of a Ribbon (formerly GENBAND) C20 softswitch or comparable Class 5 VoIP call agent, including translations, provisioning, upgrades, and backup and recovery
• Demonstrated ability to lead, coach, and develop a technical team, and to hold a maintenance program accountable to a schedule
• Prior experience as a Central Office, switching, or network operations supervisor or manager preferred
• Self-motivated and skilled at problem solving
• Good communication skills, both verbal and written
• Ability to work under strict deadlines
• Ability to work varied shifts
• Ability to use and interpret Analog, DDS, T-1, DS-3, OCx, GigE, CWDM/DWDM, and SIP test equipment
• Valid Florida Driver's License
• High school diploma or equivalent; associate or bachelor's degree in a technical discipline preferred

Nice to Have

• Ribbon C20 vendor training or certification
• Experience with Ciena, Cisco, or Calix equipment
• Experience managing 24x7 on-call coverage and after-hours maintenance windows
• Working knowledge of SIP interconnect, E911, CALEA, and number-porting compliance

Working Conditions

• On-site work schedule with availability outside standard business hours for maintenance windows, escalations, and on-call rotation; schedule may vary depending on business needs
• Intermittent indoor office working environment with prolonged…