Sr. Manager VoIP

The Sr. Manager, Voice / Switching Platforms will lead the planning, deployment, and operation of our voice switching and UC platforms (MetaSwitch, BroadWorks) and must deeply understand telecom networks, carrier operations, and regulatory environments. You will manage a team of engineers, oversee platform reliability, integrate new services, drive roadmap decisions and be the point of contact for resolving complicated & escalated customer service impacting issues. You will act as the bridge between operations, customer escalations from Tier2, architecture, product, and vendors to deliver world-class telecom services.

Key Responsibilities

• Lead a team of voice engineers and operations staff supporting MetaSwitch / BroadWorks platforms.
• Oversee feature rollouts, upgrades, patches, capacity expansions, and migrations.
• Define architecture, standards, and best practices for voice switching / services.
• Ensure high availability, redundancy, disaster recovery, and performance SLAs.
• Troubleshoot and lead resolution of critical outages or escalations.
• Interface with vendors (MetaSwitch / Microsoft, BroadWorks / other 3^rd party vendors) for support, roadmap, and escalations.
• Collaborate on service design and new offerings (e.g. VoIP, IP Network, unified communications).
• Manage budgets, vendor contracts, and licensing.
• Forecast capacity and plan for future growth.
• Maintain documentation, runbooks, process improvements, escalation playbooks.
• Stay current with industry trends (cloud voice, microservices, SIP evolution, 5G/IMS integration) and propose enhancements.

Required Qualifications / Skills

• Bachelor’s degree in electrical engineering, Computer Science, Telecommunications, or related field.
• 20 years in voice / telecom engineering, with at least 10 years in a leadership role.
• Deep hands-on experience with MetaSwitch (switching, feature server, provisioning, interconnect).
• Strong experience with BroadWorks / BroadSoft or equivalent UC / switching platforms.
• Solid understanding of SS7, SIP, RTP, codec interworking, QoS, signaling protocols.
• Experience with Session Border Controllers (SBCs), interconnect, SIP trunking, interworking gateways.
• Experience in migrations or greenfield deployments is a plus.
• Strong leadership, vendor management, and communication skills.
• Ability to manage operations, outages, and escalations.
• Planning, budgeting, documentation, process orientation.
• Familiarity with emergency services (911 / NG9-1-1), regulatory compliances.
• Willingness to be on-call or handle critical issues after hours, as needed.
• Carrier Network Architecture: Deep understanding of Class 4 & 5 switching, routing, and call signaling (SIP, SS7, ISUP, SIP-I).
• VoIP and TDM Interconnects & Peering: Knowledge of SBCs, Media Gateways, Softswitches.
• Traffic Management: Experience with Least Cost Routing (LCR), QoS, traffic optimization.
• Number Portability, CNAM & ENUM: Understanding of numbering plans and local/national routing databases.
• OSS/BSS Systems: Familiarity with operational systems for provisioning, mediation, billing, and fault management.
• Network Security: Awareness of fraud management, Fraud prevention, SIP security, and firewall/NAT traversal.
• Cloud & Virtualization: Exposure to NFV, SBC virtualization, and cloud-based carrier platforms is increasingly valuable.
• Exposure to international voice termination, wholesale VoIP, or carrier interconnect management.

Preferred / Nice-to-Have

• Experience with cloud voice / microservices / containerization of telecom functions.
• Experience integrating with IMS / 5G / VoLTE / VoWiFi.
• Prior exposure to hybrid switch / UC architectures (legacy cloud).
• Experience managing distributed teams or multi-site operations.

2. Business & Operational Management

Senior Managers must align technology with business goals and customer expectations.

Business Operations Skills:

• Carrier Agreements & Interconnect Management: Negotiating peering, transit, and interconnect contracts with other carriers.
• Traffic Settlement & Cost Optimization: Managing wholesale rates, A-Z termination deals, and margin analysis.
• Vendor and Partner Management: Handling relationships with Tier 1 carriers, resellers, and solution vendors.
• Budgeting & P&L Management: Proven experience managing budgets, forecasting, and achieving profitability targets.
• Regulatory Compliance: Knowledge of FCC, CRTC, or relevant telecom regulations, lawful intercept compliance, and international routing rules.

3. Leadership & People Skills

Leadership in telecom operations requires managing cross-functional teams.

Leadership Competencies:

• Team Leadership: Leading NOC, engineering, provisioning, and customer support teams.
• Strategic Planning: Translating corporate goals into network and operational strategies.
• Crisis Management: Handling outages, routing failures, or fraud incidents with calm and coordination.
• Performance Management: Setting KPIs for uptime, SLA adherence, and quality metrics.
• Cross-Department Collaboration: Coordinating between technical, finance, regulatory, and business development teams.