Sr. Professional, Operations

onments, carrier services, and cloud contact center platforms. This role ensures global voice services are scalable, resilient, secure, cost‑effective, and aligned to business priorities, enabling collaboration and digital transformation across corporate and manufacturing environments.

Key Accountabilities

Strategy, Architecture & Global Platform Ownership

• Build and maintain a strategic vision and roadmap for all enterprise voice platforms globally, aligning technology direction with business objectives.

• Ensure scalability, resilience, and integration across Microsoft Teams, PBX systems, contact center solutions, paging/analog systems, and emerging technologies to support global operations and transformation.

• Define global standards for dial plans, numbering, routing, survivability, security, monitoring, and operational runbooks.

Microsoft Teams Phone / Cloud Voice Engineering

• Lead the design, deployment, and operations of Microsoft Teams Phone, including policies, voice routing, dial plans, call queues, auto attendants, and governance.

• Lead implementation and ongoing management of Direct Routing and Session Border Controllers (SBCs) (e.g., AudioCodes/Ribbon), including high availability, certificate lifecycle, SIP normalization, and security hardening.

• Drive call quality optimization using CQD/analytics and network readiness practices (QoS, WAN optimization, media flow diagnostics).

PBX Modernization & Cloud Migration

• Develop and execute cloud migration strategies for legacy PBX systems (e.g., Avaya, Nortel, Cisco UC) transitioning to cloud telephony and Teams Phone.

• Lead the migration strategy off legacy copper circuits, partnering with carriers and internal stakeholders to modernize connectivity and reduce technical debt.

Analog, Paging & Manufacturing/Plant Resiliency

• Manage AudioCodes MediaPack analog gateways, consolidating analog endpoints (phones, fax, elevators, alarms, paging adapters) and reducing footprint where feasible.

Compliance Recording & Regulated Environments

• Design and implement compliance recording solutions (e.g., SmartTap 360) for regulated use cases, including policy alignment, retention, and operational support.

Contact Center (Five9) & CRM Integrations

• Configure, manage, and optimize Five9 Cloud Contact Center, including integration with Salesforce and enterprise call routing strategies.

Numbering, Toll‑Free, and E911 (Emergency Services)

• Oversee global toll‑free number provisioning and management, including number inventory controls and lifecycle processes.

• Collaborate with vendors to configure Enhanced 911 (E911) services (e.g., Intrado), including LIS, ELIN/DID inventories, location mapping, and emergency policies.

Delivery, Automation, and Vendor Management

• • Lead telephony projects end‑to‑end using Agile methodologies, partnering with network, security, identity, and business teams.

  • Manage third‑party vendors and enforce SLAs, ensuring quality delivery, timely resolution, and strong governance.

Qualifications

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.

Equal Opportunity Employer, including Disability/Vet.