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Tech Stack
Tools & technologiesServiceNowVoIP
About the role
Key responsibilities & impact- Manage and enhance global voice and PSTN services
- Own and support Zoom Phone and related telecommunications platforms
- Perform number management and porting activities
- Manage call queues, IVR systems, SMS services, and call routing
- Support new site deployments, acquisitions, divestitures, and organizational changes
- Support and administer Contact Center platforms
- Manage and enhance collaboration technologies
- Deliver KPI reporting and service quality improvements
- Drive AI enablement and innovation within communication platforms
- Own mobility operations for AT&T, Verizon, T-Mobile, and Tangoe
- Manage the complete mobile device lifecycle
- Oversee joiner, mover, and leaver processes
- Coordinate provisioning, upgrades, replacements, and device recycling activities
- Own ServiceNow mobility workflows and processes
- Manage mobility-related financial controls and invoice approvals
- Maintain ServiceNow governance for Telecommunications and Unified Communications services
- Manage incidents, requests, problems, and changes
- Drive SLA adherence and continuous service quality improvements
- Manage relationships with strategic service providers including AT&T, Verizon, T-Mobile, Zoom, and ChoiceTel
- Oversee contract and license management
- Drive cost optimization initiatives
- Review and approve telecommunications-related invoices and expenditures
- Partner with General Managers, Operations Managers, and Business Unit Leadership Teams
- Understand business requirements and provide technology solutions
- Lead customer escalations and service issue resolution
- Ensure high levels of customer satisfaction for communication services
Requirements
What you’ll need- Bachelor’s degree
- 7+ years of professional experience supporting telecommunications, unified communications, or enterprise infrastructure services
- Advanced knowledge of VoIP, PSTN, Zoom Phone, and Contact Center platform administration
- Direct operational experience managing enterprise carrier systems (AT&T, Verizon, T-Mobile) and mobility platforms (Tangoe)
- Applied experience managing ITIL processes (Incident, Request, Problem, Change) within ServiceNow
- Proven capability in financial controls, vendor contract oversight, and telecom invoice processing
- In-depth understanding of carrier organization structures, workflows, and enhancement programs
- Hands-on experience driving AI tool integration or workflow automation within collaboration platforms
- Demonstrated ability to communicate effectively with executive leadership and operational stakeholders
Benefits
Comp & perks- Short-term cash incentives, subject to plan requirements
- Medical, dental, and vision coverage
- Wellness incentives
- Retirement benefits
- Paid vacation days, up to 15 days
- Paid sick days, up to 5 days
- Paid personal leave, up to 5 days
- Paid holidays, up to 13 days
- Birth and adoption leave
- Parental leave
- Family and medical leave
- Bereavement leave
- Jury duty leave
- Military leave
- Purchased vacation
- Short-term and long-term disability
- Life insurance and accidental death and dismemberment
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition assistance