Global Telephony Manager

Job Summary

A company is looking for a Global Telephony Manager to oversee and enhance its telephony systems and strategies.

Key Responsibilities

• Lead and develop a global team of telephony engineers, setting performance goals and providing mentorship
• Develop and execute a telephony roadmap ensuring high availability, scalability, and cost-effectiveness of voice systems
• Manage relationships with telephony vendors, ensuring service level agreements are met and compliance with industry regulations

Required Qualifications

• 7+ years of experience in managing complex telephony systems, particularly in a call center environment
• Deep understanding of VoIP technologies, including SIP, GSM, and RTP
• Experience with multi-channel contact methods in a call center
• Vendor negotiation and management experience, especially with telecommunications providers in various regions
• Extensive experience with global call center architectures and AI solutions for call quality and transcribing