Director, Voice & Managed Services - Escalations Leader

Segra; Dallas (TX); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) match

Vacation/PTO, paid holidays

Flexible Spending/Health Savings

Tuition reimbursement

Parental leave

Job summary

Segra seeks a Director of Managed Services - Voice & Services to lead escalation and onboarding across Voice, SD-WAN, and Security. This role requires executive-level oversight of multi-team operations and a focus on delivering high-quality service during complex incidents.

The ideal candidate brings 10+ years in telecom or tech operations, deep voice tech experience, and proven leadership of managers and senior staff. This is a hybrid role with in-office collaboration.

Qualifications

• A minimum of 10 years of experience in telecommunications, managed services, or technology operations.
• Strong background in voice services (UCaaS, SIP, SBCs, call routing).
• Experience supporting multi-product managed services environments (voice, networking, security).
• Prior experience leading managers and senior technical staff.
• Bachelor's degree in information technology, information systems, or equivalent combination of relevant education and experience.

Responsibilities

• Lead operational functions within Managed Services: escalation for voice services and onboarding across Voice, SD-WAN, and Security.
• Oversee teams, processes, and outcomes for resolving escalations and onboarding at scale.
• Provide executive escalation interface for high-impact customer and platform issues.
• Partner with engineering, operations, and customer experience to drive continuous improvement.

Skills

Leadership

Executive communication

Data-driven decisions

Cross-functional collaboration

Root-cause analysis

Technical escalation

Voice technologies

Education

Bachelor's degree in IT / Information Systems

Tools

SIP

SBCs

UCaaS

VoIP

Job description

Segra seeks a Director of Managed Services - Voice & Services to lead escalation and onboarding across Voice, SD-WAN, and Security. This role requires executive-level oversight of multi-team operations and a focus on delivering high-quality service during complex incidents.

The ideal candidate brings 10+ years in telecom or tech operations, deep voice tech experience, and proven leadership of managers and senior staff. This is a hybrid role with in-office collaboration.