Senior Voice Manager

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Job Description: Senior Manager, Voice Network Engineering

Position Summary

The Senior Manager of Voice Network Engineering leads a team of highly skilled voice and network engineers responsible for supporting and maintaining a complex enterprise voice ecosystem. This role owns the stability, capacity, security, and overall performance of the voice infrastructure across multiple data centers. The Senior Manager ensures operational excellence through proactive maintenance, structured change control, disciplined vendor management, and effective incident response. This leader also drives continuous improvement, oversees upgrades and lifecycle management, and serves as the primary escalation point during service‑impacting events.

Key Responsibilities

Team & Operational Leadership

- Lead, coach, and develop a team of voice and network engineers, fostering high performance and continuous growth.

- Oversee both day‑to‑day operational support and long‑term strategic planning for voice platforms and supporting network components.

- Ensure consistent execution of ITIL‑aligned operational processes including incident, problem, change, and event management.

Infrastructure & Data Center Ownership

- Own the organization, health, and utilization of assigned data center environments, including power, cooling, rack space, equipment inventory, and connectivity.

- Manage capacity planning for voice systems and infrastructure to support current and future demand.

- Maintain high system availability through resilient design, proactive monitoring, and disciplined maintenance programs.

Maintenance, Patching & Upgrades

- Establish and enforce patch management and maintenance standards for all voice‑related platforms, servers, SBCs, gateways, and supporting systems.

- Plan and execute software, firmware, and hardware upgrades with minimal service disruption.

- Lead lifecycle management across the voice technology stack.

Security & Vulnerability Management

- Partner with cybersecurity teams to remediate vulnerabilities promptly and maintain compliance with all internal and external security requirements.

- Drive secure configuration standards, secure change practices, and continuous monitoring across the entire voice infrastructure.

- Own the operational responsibilities required to maintain adherence to SOC 1, SOC 2, and IRS 1075 audit controls, including execution and documentation of required controls, evidence collection, audit sampling support, remediation of findings, and ensuring ongoing audit readiness.

- Serve as the owner of the security posture for the voice network environment.

Event, Incident & Escalation Management

- Act as the senior operational escalation point for service‑impacting incidents.

- Ensure high‑quality documentation, communication, and post‑incident reviews.

- Collaborate across NOC, networking, infrastructure, security, and application teams to rapidly restore service.

- Manage structured escalation paths with vendors and internal leadership.

Vendor & Partner Management

- Serve as the primary owner of relationships with voice and infrastructure vendors.

- Hold vendors accountable for SLAs, responsiveness, platform stability, and contractual obligations.

- Participate in contract reviews, renewals, procurement activities, and vendor performance evaluations.

- Escalate to vendor Tier II/III engineering teams when required.

Compliance, Documentation & Continuous Improvement

- Maintain accurate documentation including architecture diagrams, inventories, and runbooks.

- Ensure compliance with regulatory, organizational, and industry frameworks.

- Drive continuous improvement through monitoring, automation, and process enhancements.

Qualifications

Required

- 5+ years supporting enterprise voice or unified communications platforms.

- 3+ years managing technical engineering teams.

- Strong understanding of VoIP architectures, SIP, SBCs, gateways, and data center fundamentals.

- Practical experience with ITIL frameworks.

- Proven success with vendor management and escalations.

- Strong communication, leadership, and decision‑making skills.

Preferred

- Experience operating in multi–data center, high‑availability environments.

- Experience with Cisco voice platforms including CUCM, UCCE, and WebEx Calling.

- Experience with Microsoft Teams Voice.

- Familiarity with SOC 1, SOC 2, IRS 1075.

- Project management experience or related certifications.

Working Conditions

- Remote or hybrid work arrangements may be available based on the candidate’s proximity to CBTS offices.

- Occasional travel may be required to data centers, vendor sites, or team locations.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.