Operations Manager

Role Overview

• Lead and develop a team of Telecom Engineers and Specialists.
• Establish operational priorities, workload management, and resource planning.
• Provide mentorship, coaching, technical guidance, and career development opportunities.
• Manage team performance, objectives, and professional growth plans.
• Foster a culture of accountability, collaboration, customer service, and operational excellence.
• Oversee operational support for telecommunications infrastructure, including: Ribbon SBC platforms, Oracle SBC platforms, AudioCodes media gateways and SBCs, SIP trunks and carrier interconnections, Legacy PSTN, TDM, and E911 interfaces.
• Ensure platform availability, reliability, performance, and security.
• Coordinate software upgrades, hardware refreshes, lifecycle management, and vendor support activities.
• Provide operational leadership for telecommunications services supporting NG9-1-1 environments.
• Support integration with: Emergency Services IP Networks (ESInet), Next Generation Core Services (NGCS), Call Handling Equipment (CHE), Carrier and OSP interconnections.
• Participate in interoperability testing, customer migrations, and production cutovers.
• Serve as the escalation point for complex telecom incidents and service outages.
• Lead root cause analysis efforts and corrective action planning.
• Oversee implementation of production changes, upgrades, and maintenance activities.
• Ensure adherence to change management processes, operational procedures, and service-level commitments.
• Participate in on-call escalation activities when required.
• Act as a technical liaison between customers, carriers, vendors, and internal teams.
• Support customer escalations, operational reviews, and service improvement initiatives.
• Assist with technical reviews, project planning, and deployment activities.
• Develop and maintain operational standards, documentation, and best practices.

Requirements

• 8+ years of telecommunications, voice engineering, or telecommunications operations experience.
• 3+ years of leadership, supervisory, or technical team lead experience.
• Strong leadership and team management skills.
• Excellent communication and stakeholder management abilities.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Demonstrated ability to mentor engineers and develop technical talent.
• Deep understanding of SIP, RTP, VoIP, and telecommunications protocols.
• Knowledge of Session Border Controllers, media gateways, and carrier interconnections.
• Understanding of NG9-1-1 architectures, ESInet connectivity, and public safety telecommunications environments.
• Familiarity with networking technologies including routing, switching, VLANs, firewalls, and load balancing.
• Knowledge of Linux and Windows server environments.
• Experience with telecommunications troubleshooting tools, packet analysis, and protocol diagnostics.
• Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related technical field; or equivalent combination of education and experience.

Tech Stack

• Firewalls
• Linux
• Oracle
• Switching
• VoIP

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Professional development opportunities