Telephony Manager

Telephony Manager - - Remote
- Employment Type:

W2

Position/Sheet Notes:
Exclusive, direct client relationship, remote, moves quickly, need a very technical Five9 engineer with the ability to work with multiple teams for deployments and bridge gaps with those teams and vendors, 12+ month contract.

Job Description:

Job Summary

The Telephony Technical Manager is responsible for leading the technical strategy, deployment, and day-to-day support of enterprise telephony solutions, with a primary focus on Five9 and Genesys contact center environments. This role will drive modernization initiatives, including the deployment of AI solutions, while ensuring seamless operations and high availability across multiple business groups. The manager will serve as a technical bridge between application teams, third-party vendors, and business stakeholders to guarantee smooth deployments, endpoint integrations, and operational excellence.

Key Performance Indicators:

• Telephony availability, health, and performance

• Successful implementation of telephony services, including modernization and AI initiatives

• Effective deployment of Five9 solutions and integrations

• Operational stability and resolution of high-priority (P1) issues

Principal Duties and Responsibilities:

• Lead and coordinate cross-functional project teams to ensure successful delivery of telephony technology solutions.

• Gather requirements from application teams and business units and translate them into technical deployments.

• Design, program, and deploy Call Center/IVR call flows with at least 5+ years of hands-on experience.

• Deploy and manage Five9 solutions, including call flows, integrations, and endpoint deployments.

• Support migration projects such as moving from Verint to Cresta, integrating with workforce management platforms, and enabling AI dashboards.

• Provide strong technical expertise in APIs and webhooks, bridging application requirements with telephony solutions.

• Manage endpoint devices and ensure successful delivery of end-to-end deployments.

• Serve as the technical liaison to ensure deployments run smoothly, connecting multiple teams (application, infrastructure, vendors, business groups).

• Provide Level 2 and Level 3 support for complex technical issues, including participation in Priority 1 calls.

• Ensure telephony solutions integrate effectively with enterprise applications and third-party platforms.

• Support day-to-day operations and troubleshooting across telephony environments.

• Deploy and manage AI-powered contact center solutions (virtual agents, predictive routing, chat dashboards, agent-assist tools) to modernize and improve customer experience.

• No standard PM tasks (status reports, meeting minutes, etc.), but act as the bridge between teams for deployments and operational initiatives.

• Work directly with VP's, Directors, Managers, and cross-functional teams to align on deployment goals.

Required Experience:

• 5+ years of experience designing, programming, and deploying Call Center/IVR call flows.

• Proven ability to deploy and support Five9 solutions, including large-scale implementations.

• Level 3 support experience with strong troubleshooting and incident management skills.

• Experience gathering requirements, supporting deployments, and connecting teams across the enterprise.

• Demonstrated success in managing deployments to endpoint devices and ensuring smooth delivery.

• Hands-on experience with APIs and webhooks to integrate telephony with enterprise applications.

• Background in deploying and integrating with telephony solutions such as PBX, IVR, Voicemail, workforce management, and omnichannel platforms.

• Experience migrating or integrating with Cresta (preferred), NICE (plus), and Verint systems.

• Strong track record working alongside third-party vendors and application teams to ensure successful project delivery.

• Knowledge of AI-based contact center modernization solutions.

Required Leadership Traits and Characteristics:

• Exceptional communication, presentation, and people skills with the ability to engage stakeholders at all levels (VP, Director, Manager, cross-functional teams).

• Strong collaborator who can bridge…