Director, Voice Engineering & Operations

Director, Voice Engineering & Operations

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At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. As our state‑of‑the‑art fiber network expands in WA, OR,  MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interaction:

• Genuinely Caring:
  Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.
• Empowering You:
  We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.
• Innovation and Improvement:
  We always look for ways to make the experiences of our customers – and each other – better.
• Earning Your Trust:
  We earn trust by communicating simply and transparently as real people, not as a corporation.

The Director of Voice Engineering & Operations brings deep telecommunications experience and strong expertise in voice engineering. This role is a key leader within the Engineering organization, responsible for defining the strategic vision and providing hands‑on management and leadership for a geographically distributed team of corporate Voice Engineers and Operations Specialists. The team oversees the day‑to‑day engineering and operational support of voice services.

In addition to people management, the Director must demonstrate strong strategic capability—able to understand the full breadth of voice engineering and operations disciplines and drive a forward‑looking roadmap that supports ongoing network optimization and long‑term scalability.

• Management and motivation of all members of the Voice Engineering & Operations team
• Responsible for the Voice VoIP & TDM Networks, including Voice Mail system, and ensuring optimization for:
  • least cost routing, capacity, reliability & software updates
  • planning & executing the migrations of Voice services, including Voice Mail, from the TDM to the VoIP switches
  • Tier 3 Support, which is the highest level of escalation, of network issues in conjunction with the NOC
• Responsible for Voice network Operations work activities, as listed below, and ensuring they are performed efficiently & accurately:
  • E911 & NG911
  • Operator Services & Directory assistance
  • Stir/Shaken & Robo Call mitigation
  • SS7 network
  • LERG Updates along with its associated translation changes
  • CALEA
  • Trace backs
• Management and cultivation of relationships with internal client groups such as Marketing, Sales, Products, Call Centers, NOC, IT & Regulatory
• Management of all Voice Engineering & Operations vendors related to the day‑to‑day “care & feeding” of the Voice network
• Project management of corporate initiatives from conceptual stage through completion including issue identification & resolution, progress reporting, budget tracking & ongoing operational excellence
• Oversee Voice network capital budget process & planning within Engineering
• Mentor, coach, review performance & develop team members to pursue their management or technical career track
• Performs other duties as required to support the business and evolving organization.

• Bachelor's Degree, or higher, in a related field; or equivalent combination of education and experience required.
• Minimum of fifteen (15) years of experience in telecommunications, preferably in voice engineering
• Minimum of ten (10) years in a strategic leadership or management role overseeing technical teams.
• Experience in a Class 4 or 5 TDM/Soft Switch/Hybrid Central Office environment such as Metaswitch, Lucent 5
  
  ESS, Nortel DMS
  10/100, Lucent GTD5, and Siemens DCO a plus
• Experience with network monitoring, management and troubleshooting with…