Director, Managed Services & Voice Operations (Hybrid)

Segra; Roanoke (VA); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

401(k) match

Flexible Spending/Health Savings

Tuition reimbursement

Vacation/PTO and holidays

Volunteer days and parental leave

Job summary

Segra is seeking a qualified Director, Managed Services - Voice & Services, to lead escalation and onboarding across Voice, SD-WAN, and Security. This full-time hybrid role requires strategic oversight of multiple teams and executive communication to ensure high-quality service delivery.

The position leads technical escalation and onboarding at scale, partnering across engineering, operations, and customer experience to drive continuous operational improvement.

Qualifications

• Minimum 10 years in telecommunications, managed services or tech operations.
• Demonstrated leadership of technical escalation teams and onboarding groups.
• Strong background in voice services (UCaaS, SIP, SBCs, call routing).
• Experience leading managers and senior technical staff.

Responsibilities

• Lead multiple escalation and onboarding teams to deliver high-quality service.
• Own escalation processes and outcomes for voice services and related products.
• Provide executive escalation interface for high-impact customer and platform issues.

Skills

Technical leadership

Voice technologies

Escalation management

Team leadership

Education

Bachelor's degree in IT/IS

Tools

UCaaS

SIP

SBCs

Job description

Segra is seeking a qualified Director, Managed Services - Voice & Services, to lead escalation and onboarding across Voice, SD-WAN, and Security. This full-time hybrid role requires strategic oversight of multiple teams and executive communication to ensure high-quality service delivery.

The position leads technical escalation and onboarding at scale, partnering across engineering, operations, and customer experience to drive continuous operational improvement.