Job Summary: A Telephony Manager is responsible for overseeing and managing the telephony systems and infrastructure within an organization. They ensure the smooth operation of telecommunication services, including phone systems, voice networks, and related technologies. Telephony Managers play a critical role in maintaining reliable and efficient communication channels for internal and external stakeholders.
Responsibilities: Manage Telephony Systems: Oversee the installation, configuration, and maintenance of telephony systems, including PBX (Private Branch Exchange) systems, VoIP (Voice over Internet Protocol) technologies, and other telecommunication equipment.
Network Infrastructure Management: Collaborate with network engineers and IT teams to ensure seamless integration of telephony systems with the overall network infrastructure. Monitor and troubleshoot network connectivity issues to maintain high-quality voice services.Team Leadership: Lead a team of telephony specialists or technicians, providing guidance, training, and support. Assign tasks, set performance goals, and ensure the team's productivity and efficiency.Telephony Strategy Development: Develop and implement telephony strategies, including upgrading or replacing existing systems to meet evolving business needs. Conduct feasibility studies and cost-benefit analyses to support decision-making processes.Vendor Management: Collaborate with telephony service providers and equipment vendors, negotiate contracts, and manage vendor relationships. Evaluate vendor proposals and ensure compliance with service-level agreements (SLAs) and industry standards.Security and Compliance: Ensure telephony systems comply with industry regulations and security standards. Implement measures to protect sensitive data and prevent unauthorized access or breaches.System Monitoring and Maintenance: Monitor telephony systems' performance, analyze call metrics, and identify areas for improvement. Schedule and perform routine maintenance activities, including software updates, patches, and system backups.User Support and Training: Provide technical support to end-users, troubleshoot telephony-related issues, and resolve user complaints. Develop training materials and conduct training sessions to educate employees on telephony system usage and features.Skills Requirements: - Telephony Systems Knowledge: Proficient understanding of telephony technologies, including PBX, VoIP, SIP (Session Initiation Protocol), and related protocols and standards.
- Networking and Infrastructure: Strong knowledge of network infrastructure, TCP/IP, LAN/WAN concepts, and routing protocols. Familiarity with network monitoring tools.
- Leadership and Team Management: Ability to lead and motivate a team, delegate tasks effectively, and manage priorities in a dynamic environment.
- Troubleshooting and Problem-solving: Excellent analytical and problem-solving skills to identify and resolve telephony issues promptly.
- Communication Skills: Strong verbal and written communication skills to interact with stakeholders, articulate technical concepts to non-technical users, and collaborate with cross-functional teams.
- Vendor Management: Experience in managing vendor relationships, negotiating contracts, and evaluating vendor proposals.
- Security and Compliance: Knowledge of telephony security best practices and compliance regulations (e.g., GDPR, HIPAA).
- Project Management: Ability to plan, execute, and manage telephony projects, adhering to timelines and budget constraints.
Education Requirements: - Bachelor's Degree: A degree in telecommunications, computer science, information technology, or a related field is typically required. Relevant certifications can be considered in lieu of a degree.
- Industry Certifications: Professional certifications such as CCNA (Cisco Certified Network Associate), CCNP (Cisco Certified Network Professional), or certifications specific to telephony systems (e.g., Avaya, Mitel) are advantageous and demonstrate expertise in the field.
Physical Requirements: Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
