Telecom & Contact Center Leader

Aqua America, Inc.; Pittsburgh (Allegheny County); On-site; USD 120,000 - 180,000; Full time

Job summary

Essential Utilities, Inc. seeks a Manager, Telecom to lead and advance our enterprise telecommunications environment. You will guide the planning, design, implementation, and ongoing support of voice, data, transport, AV, and contact center technologies.

You will manage a team of engineers and analysts, vendor relationships, and ensure reliable, secure, and cost‑effective telecom services supporting operations and customers.

Qualifications

• Bachelor's degree in Electrical Engineering or related field.
• 10+ years in voice, data, and transport networks.
• 5+ years of people leadership or management experience.
• Expert knowledge of voice and data networks, contact center tech, transport systems, and telecom services.
• Strong communication, leadership and problem-solving skills.

Responsibilities

• Lead and manage a team of Telecom Engineers, Analysts, contractors, and vendors.
• Oversee daily operations, incident management, and delivery of new telecom services.
• Design, engineer, and implement solutions for contact centers, voice networks, transport networks, and AV systems.
• Own lifecycle management of voice systems, call center platforms, transport circuits, fiber services, and mobile devices.
• Develop and maintain disaster recovery and business continuity plans for voice and data networks.
• Ensure high availability, quality, and performance standards across all telecom services.
• Manage O&M and capital budgets for telecom; track industry trends and apply best practices.
• Hire, coach, and develop staff while fostering a high-performance team culture.
• Partner with internal stakeholders and external vendors to support evolving business needs.

Skills

Voice networks

Data networks

Transport networks

Contact center technologies (ACD, PBX,

Leadership

Budgeting & vendor management

Vendor coordination

Education

Bachelor's degree in Electrical Engineering or related field

Job description

Essential Utilities, Inc. seeks a Manager, Telecom to lead and advance our enterprise telecommunications environment. You will guide the planning, design, implementation, and ongoing support of voice, data, transport, AV, and contact center technologies.

You will manage a team of engineers and analysts, vendor relationships, and ensure reliable, secure, and cost‑effective telecom services supporting operations and customers.