The role encompasses operational ownership as well as vendor management, service management, stakeholder engagement, and technology transformation initiatives.
Key Responsibilities
Unified Communications & Telephony
- Manage and enhance global voice and PSTN services
- Own and support Zoom Phone and related telecommunications platforms.
- Perform number management and porting activities
- Manage call queues, IVR systems, SMS services, and call routing
- Support new site deployments, acquisitions, divestitures, and organizational changes
Contact Center & Collaboration Services
- Support and administer Contact Center platforms
- Manage and enhance collaboration technologies
- Deliver KPI reporting and service quality improvements
- Drive AI enablement and innovation within communication platforms
Mobility Services
- Own mobility operations for: AT&T Verizon T-Mobile Tangoe
- Manage the complete mobile device lifecycle
- Oversee joiner, mover, and leaver processes
- Coordinate provisioning, upgrades, replacements, and device recycling activities
- Own ServiceNow mobility workflows and processes
- Manage mobility-related financial controls and invoice approvals
Service Management
- Maintain ServiceNow governance for Telecommunications and Unified Communications services.
- Ensure effective management of: Incidents Requests Problems Changes
- Drive SLA adherence and continuous service quality improvements.
Vendor & Financial Management
- Manage relationships with strategic service providers including: AT&T Verizon T-Mobile Zoom ChoiceTel
- Oversee contract and license management
- Drive cost optimization initiatives
- Review and approve telecommunications-related invoices and expenditures
Business Relationship Management
- Partner with: General Managers Operations Managers Business Unit Leadership Teams
- Understand business requirements and provide technology solutions
- Lead customer escalations and service issue resolution
- Ensure high levels of customer satisfaction for communication services
VoIP and telephony solutions
- Contact Center platforms
- Unified Communications services
- Mobility services
- Collaboration technologies
Minimum Requirements
- Bachelor's degree
- 7+ years of professional experience supporting telecommunications, unified communications, or enterprise infrastructure services
Preferred Qualifications
- Advanced knowledge of VoIP, PSTN, Zoom Phone, and Contact Center platform administration
- Direct operational experience managing enterprise carrier systems (AT&T, Verizon, T-Mobile) and mobility platforms (Tangoe)
- Applied experience managing ITIL processes (Incident, Request, Problem, Change) within ServiceNow
- Proven capability in financial controls, vendor contract oversight, and telecom invoice processing
- In-depth understanding of carrier organization structures, workflows, and enhancement programs
- Hands-on experience driving AI tool integration or workflow automation within collaboration platforms
- Demonstrated ability to communicate effectively with executive leadership and operational stakeholders
Pay RangeThe annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.
Other CompensationThis position may be entitled to short-term cash incentives, subject to plan requirements.
BenefitsEmployees are eligible for benefits, including:
- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
To learn more about our benefits offering, please click here Work with us | Carrier CorporateThe specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.
Application DeadlineApplications will be accepted for at least 3 days from Job Posting Date: 25 September 2026
Job Applicant's Privacy NoticePlease click on the link to review the Job Applicant Privacy Notice.
Use of AITechnology-enabled tools may support parts of the recruitment process, with oversight by people.
