The Telecom Manager will lead the strategy, design, implementation, and ongoing operation of an organization’s voice‑communication ecosystem. This role manages vendor relationships, controls budgets, defines service‑level agreements (SLAs), and ensures that all voice services are reliable, secure, and aligned with business objectives.
The Telecom Manager reports to the AVP of Technology Services and works closely with Security, Application Development, Customer Service, and Finance partners.
Key Responsibilities:
- Negotiate and administer contracts with PBX/UC vendors, SIP‑trunk providers, contact‑center SaaS suppliers, and hardware OEMs.
- Track vendor performance against SLAs; drive corrective actions when service levels slip.
- Manage Broadband Accounts and Contracts.
- Manage POTS replacements.
- Monitor bills and spend to optimize service cost and capability.
- Manage wire and wireless lines as the organization grows.
- Create and administer policies around hardware and services.
- Align telephony strategy with enterprise digital‑transformation initiatives (e.g., Teams Phone System, AI‑driven contact centers).
Required Qualifications:
- Bachelor’s degree in technology related field or equivalent
- 4+ years of project and contract management experience.
- Experience managing cross‑functional projects with matrixed stakeholders.
- Negotiation experience; comfortable reviewing SLAs, service credits, and renewal terms.
- Expertise in PBX/UC platforms (RingCentral, Microsoft Teams Phone System, Zoom Phone, etc.).
Preferred Qualifications:
- Experience with an Agile working environment.
- Strong understanding of Business Continuity
- Strong understanding of traffic classification.
- Strong understanding of Telephony and network impact.
- Exposure to real estate, healthcare, or REIT environments is a plus.
- Experience with IT compliance standards (e.g., SOX) preferred.
