Telecom Engineering Lead - Enterprise Voice & UC

Staples; Framingham (MA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

PTO 22 days

Online and Retail Discounts

Company 401(k) match

Wellness programs

Job summary

Staples is seeking a Manager of Telecom to lead day-to-day telecom operations, including voice, UC, and contact center platforms, with strong vendor management and cost-control focus.

You will oversee telecom engineers and analysts, drive lifecycle management, and partner across IT and business teams to ensure reliable, secure services across all locations. A senior, strategic role in a retail enterprise.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 7+ years in telecommunications engineering, operations, UC, or TCM.
• 3+ years leading or managing technical teams or cross-functional projects.
• Experience with enterprise voice, UC, or contact centers across multiple sites.
• Experience with Cisco CUCM/UCCE, Webex, Jabber, Finesse, IVR or similar tech.
• Experience managing telecom vendors, contracts, and cost optimization.
• Proficiency with Excel/Power BI for reporting and tracking.

Responsibilities

• Manage daily telecom operations including voice, UC, contact centers, and TEC cost management.
• Support implementation, lifecycle management, and upgrades of telecom platforms.
• Ensure reliability, security, scalability, and performance across locations.
• Lead incidents, escalations, root-cause analysis, and service restoration.
• Oversee vendor relationships, contracts, invoicing, budgeting, and forecasting.
• Develop and maintain operating procedures and telecom standards.

Skills

Leadership

Problem-solving

Communication

Collaboration

Analytical skills

Vendor management

Education

Bachelor’s degree in telecommunications, IT, CS, or related field

Tools

Cisco CUCM

Cisco UCCE

Webex Calling

Jabber

Finesse

IVR platforms

Excel

Power BI

Job description

Staples is seeking a Manager of Telecom to lead day-to-day telecom operations, including voice, UC, and contact center platforms, with strong vendor management and cost-control focus.

You will oversee telecom engineers and analysts, drive lifecycle management, and partner across IT and business teams to ensure reliable, secure services across all locations. A senior, strategic role in a retail enterprise.