Voice Network Manager (60k+ Relocation Available)
eNGINE
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Job summary
eNGINE in Pittsburgh is partnering with a regional organization to recruit a Voice Network Manager who will lead enterprise voice, contact-center, and telecom infrastructure across three distributed centers and 200+ agents.
The role emphasizes platforms, integrations, resiliency, DR planning, and automation, with hands-on leadership of engineers and vendors, and collaboration with executives to align networks with business goals.
Qualifications
- 10+ years supporting voice, data, and telecom transport networks.
- 5+ years of people-leadership experience.
- Deep enterprise voice, VoIP, telephony, PBX, ACD, and IVR expertise.
- Experience with contact centers supporting 200+ agents.
- Experience with Genesys, Avaya, Cisco UCCE, ATOS, or comparable platforms.
- Unified communications experience with Cisco UC, Avaya, Microsoft Teams Voice, or similar technologies.
Responsibilities
- Lead the technology supporting three contact centers across the United States.
- Manage enterprise voice, VoIP, PBX, IVR, unified communications, and contact-center platforms.
- Support and enhance Genesys IVR and the ATOS contact-center environment.
- Lead integration and cloud-migration initiatives across multiple companies and platforms.
- Identify opportunities to introduce AI, automation, and self-service in the contact-center environment.
- Own platform availability, disaster recovery, failover planning, and SLA performance.
- Oversee telecom transport infrastructure, including fiber, SONET, MPLS, WAN, SD-WAN, microwave, and leased circuits.
- Manage carrier relationships, vendors, service delivery, budgets, and capital projects.
- Support Microsoft Teams Rooms and related AV technology.
- Lead engineers, analysts, contractors, and external service providers.
- Communicate effectively with technical teams, operational leaders, vendors, and executives.
Skills
Education
Tools
Job description
eNGINE builds Technical Teams. We are a Solutions and Placement firm shaped by decades of interaction with technical professionals. Our inspiration is continuous learning, engagement, and giving back to the communities in which we serve.
We are partnering exclusively with a Pittsburgh-based organization seeking a Voice Network Manager to lead its enterprise voice, contact-center, and telecom infrastructure. This individual will oversee the technology supporting three geographically distributed contact centers and more than 200 agents.This is a technically driven leadership position focused on the platforms, infrastructure, integrations, and resiliency behind contact-center operations—not customer-service operations
- Lead the technology supporting three contact centers across the United States
- Manage enterprise voice, VoIP, PBX, IVR, unified communications, and contact-center platforms
- Support and enhance Genesys IVR and the current ATOS contact-center environment
- Lead integration and cloud-migration initiatives across multiple companies and platforms
- Identify opportunities to introduce AI, automation, and self-service capabilities into the contact-center environment
- Own platform availability, disaster recovery, failover planning, and SLA performance
- Oversee telecom transport infrastructure, including fiber, SONET, MPLS, WAN, SD-WAN, microwave, and leased circuits
- Manage carrier relationships, vendors, service delivery, platform expenses, O&M budgets, and capital projects
- Support Microsoft Teams Rooms and related AV technology
- Lead engineers, analysts, contractors, and external service providers
- Communicate effectively with technical teams, operational leaders, vendors, and executives
- 10+ years of experience supporting voice, data, and telecom transport networks
- 5+ years of people-leadership experience
- Deep enterprise voice, VoIP, telephony, PBX, ACD, and IVR expertise
- Experience managing the technology behind contact centers supporting at least 200 agents
- Experience with Genesys, Avaya, Cisco UCCE, ATOS, or comparable contact-center platforms
- Unified communications experience with Cisco UC, Avaya, Microsoft Teams Voice, or similar technologies
- Strong understanding of network topology, resiliency, disaster recovery, and business continuity
- Experience integrating or standardizing multiple voice and contact-center environments
- Demonstrated ownership of telecom budgets, carrier relationships, vendor performance, and service delivery
- Self-motivated leadership style with the ability to ask the right questions and navigate all levels of a lean organization
- Bachelor's degree in Electrical Engineering or a related discipline preferred
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