Senior Telecom Platform & Service Delivery Manager

Staples; Framingham (MA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Inclusive associate-led ERGs

22 days PTO + 7 holidays + 1 floating

401(k) company match and wellness

Job summary

Staples is seeking a seasoned Telecom Operations Manager to lead day-to-day telecom programs, including voice services and unified communications across multiple sites in the US. You will drive implementation, lifecycle management, and service quality for Cisco CUCM, UCCE, Webex Calling, Jabber, and IVR platforms.

You will collaborate with IT, Network Engineering, Security, Finance, and Procurement to optimize costs, improve processes, and ensure reliable, secure telecom services for stores,

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 7+ years in telecommunications engineering, operations, UC, contact center technologies, or telecom expense management.
• 3+ years leading or managing technical teams or cross-functional projects.
• Experience supporting enterprise voice, UC, or contact center environments in multi-site orgs.
• Experience with Cisco CUCM, Cisco UCCE, Webex, Jabber, Finesse, IVR platforms, or similar tech.
• Experience managing telecom vendors, contracts, licensing, escalations, or service performance.
• Experience with telecom expense activities: invoice reviews, budgeting, forecasting, reporting, or cost optimization.
• Proficiency with Excel/Power BI for reporting and tracking.

Responsibilities

• Manage daily telecom operations including voice services and contact center platforms.
• Support implementation and lifecycle management of telecom platforms (Cisco CUCM, UCCE, Webex, Jabber, IVR).
• Ensure enterprise voice and contact center systems are reliable, secure, and scalable across locations.
• Oversee telecom upgrades, migrations, and modernization efforts.
• Handle incidents, escalations, and root cause analysis to reduce disruption.

Skills

Leadership

Problem-solving

Communication

Collaboration

Multitasking

Vendor management

Process improvement

Attention to detail

Education

Bachelor’s degree in Telecommunications / IT / Engineering / Business

Tools

Excel

Power BI

Microsoft Office

Job description

Staples is seeking a seasoned Telecom Operations Manager to lead day-to-day telecom programs, including voice services and unified communications across multiple sites in the US. You will drive implementation, lifecycle management, and service quality for Cisco CUCM, UCCE, Webex Calling, Jabber, and IVR platforms.

You will collaborate with IT, Network Engineering, Security, Finance, and Procurement to optimize costs, improve processes, and ensure reliable, secure telecom services for stores,