What are the responsibilities and job description for the Manager of Voice Operations position at Cloud5 Communications?
Job Details
Experienced Chesterfield,, MO Optional Work from Home
Description
About the Company
Cloud5 Communications delivers exceptional customer experiences through innovative cloud-based telephony solutions, high-speed internet, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.
Position Summary
This role leads all voice network and service activities for a telephony and high-speed internet provider focused on hospitality clients. You’ll own day-to-day operations, ensure service uptime, and drive continuous improvement across voice platforms. You’ll collaborate with cross-functional teams to meet SLAs and exceed customer expectations.
What You’ll Do (Essential Responsibilities)
We expect this role to evolve. Other responsibilities may be assigned based on business needs.
Qualifications
What You’ll Bring (Required Qualifications)
Experienced Chesterfield,, MO Optional Work from Home
Description
About the Company
Cloud5 Communications delivers exceptional customer experiences through innovative cloud-based telephony solutions, high-speed internet, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.
Position Summary
This role leads all voice network and service activities for a telephony and high-speed internet provider focused on hospitality clients. You’ll own day-to-day operations, ensure service uptime, and drive continuous improvement across voice platforms. You’ll collaborate with cross-functional teams to meet SLAs and exceed customer expectations.
What You’ll Do (Essential Responsibilities)
- Develop, implement, and maintain voice network infrastructure, including VoIP, PBX, and SIP trunking systems.
- Monitor performance metrics, troubleshoot issues, and coordinate rapid incident response to minimize downtime.
- Manage vendor relationships, negotiate contracts, and oversee procurement of voice equipment and services.
- Define and enforce operational policies, procedures, and best practices to ensure compliance and security.
- Lead a team of voice engineers and technicians, providing coaching, performance feedback, and professional development.
We expect this role to evolve. Other responsibilities may be assigned based on business needs.
Qualifications
What You’ll Bring (Required Qualifications)
- Bachelor’s degree in Telecommunications, Information Technology, or related field.
- 5 years of experience in voice operations or network engineering, with at least 2 years in a supervisory role.
- Proven track record managing VoIP platforms (e.g., Cisco CUCM, Avaya, Mitel) and SIP trunk deployments.
- Strong understanding of QoS, network protocols (TCP/IP, UDP), and VoIP codecs (G.711, G.729).
- Hands-on experience with monitoring tools (e.g., SolarWinds, PRTG) and ticketing systems (e.g., ServiceNow).
- Exceptional problem-solving and analytical skills, with attention to detail.
- Clear communicator who can translate technical concepts for non-technical stakeholders.
- Ability to prioritize tasks in a fast-paced, 24/7 operational environment.
- Strong leadership mindset: motivates teams, drives accountability, and fosters collaboration.
- Customer-centric approach: anticipates needs and drives service excellence.
- On site within St.Louis MO, or Chicago IL preferred, but open to qualified remote candidates
- Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more