Manager, Global Telephony

Position Title: Manager, Global Telephony

Your role

The Manager of Global Telephony is responsible for the strategic leadership, design, optimization, and operational excellence of the organization’s global voice and telephony ecosystem. This role oversees the planning, implementation, and support of enterprise voice solutions—including cloud telephony platforms, contact center technologies, SIP infrastructure, and unified communications—ensuring reliable, scalable, and secure global voice services. The ideal candidate is a hands-on technical leader with strong business acumen, exceptional vendor management skills, and experience operating in large, complex multinational environments.

What you’ll do

Strategic Leadership & Planning

• Develop and execute the global telephony strategy aligned with business objectives, technology modernization efforts, and digital transformation goals.
• Evaluate emerging technologies and industry trends to continually improve voice and communication capabilities.
• Drive standardization of telephony platforms, processes, and security controls across all global regions.

Technical Ownership & Architecture

• Lead the design, deployment, and optimization of global telephony systems including cloud telephony (e.g., Microsoft Teams Phone, Zoom Phone, Cisco Webex), SIP trunks, SBCs, voicemail platforms, and call-routing architectures.
• Oversee integration of telephony systems with CRM, ticketing, collaboration tools, and contact center platforms.
• Establish KPIs, monitoring frameworks, and performance standards to ensure high availability and superior call quality.

Global Operations & Support

• Manage a globally distributed team of telephony engineers, specialists, and support staff.
• Ensure 24/7 operational reliability, incident response, and problem resolution of voice services.
• Lead the lifecycle management of telephony hardware, licenses, carriers, SIP services, and cloud subscriptions.

Vendor, Carrier & Budget Management

• Serve as the primary global liaison to telco providers, SIP carriers, equipment vendors, and technology partners.
• Negotiate global contracts, SLAs, and pricing structures to optimize cost and performance.
• Develop and manage annual budgets, forecasts, and investment plans for telephony services.

Governance, Security & Compliance

• Ensure all voice services adhere to global regulatory, privacy, and security requirements (e.g., E911, GDPR, PCI).
• Partner with InfoSec to implement secure voice architectures, fraud prevention controls, and threat monitoring.
• Maintain comprehensive documentation, operational procedures, and disaster recovery plans.

Cross-Functional Collaboration

• Partner with IT leadership, Network Engineering, Contact Center Operations, and Business Units to support global voice initiatives.
• Serve as a subject-matter expert to stakeholders regarding telephony capabilities, best practices, and technology decisions.

What you’ll need

• Bachelor’s degree in Information Technology, Telecommunications, Computer Science, or related field.
• 8–12+ years of direct telephony/voice engineering experience, with at least 5 years in a senior or global leadership role.
• Proven expertise in enterprise voice technologies such as SIP, VoIP, SBCs, DID management, and cloud telephony platforms.
• Experience with global deployments and operations across multiple regions and time zones.
• Strong understanding of call center technologies is a plus.
• Demonstrated success managing multimillion-dollar budgets and vendor/carrier relationships.
• Excellent communication, leadership, and change management skills.