Client Experience Infrastructure Manager (Voice & Unified Communications)

Brown Brothers Harriman & Co•Jersey City, NJ

29d•Onsite

About The Position

We are seeking an experienced Client Experience Infrastructure Manager to lead the strategy, engineering, and operations of our enterprise voice and unified communications environment. The ideal candidate will possess deep expertise in Avaya telephony platforms, Microsoft Teams Phone, Direct Routing, Operator Connect, Session Border Controllers (SBCs), and enterprise contact center technologies. This leader will be responsible for delivering highly available, secure, and scalable voice, video, and collaboration services while driving modernization initiatives and enhancing the overall employee communication experience. The role requires a blend of technical leadership, operational excellence, vendor management, and strategic planning.

Requirements

8+ years of experience managing enterprise voice and unified communications environments.
5+ years of leadership experience managing technical teams.
Deep expertise in: Microsoft Teams Phone, Teams Direct Routing and Operator Connect, Avaya Aura and Avaya Communications Manager, SIP, VoIP, and telephony protocols, Enterprise call routing and dial plan management, Session Border Controllers (SBCs).
Experience with carrier management, SIP trunk providers, and telecom billing.
Strong understanding of networking concepts including QoS, WAN optimization, DNS, and load balancing.
Experience supporting large-scale enterprise communication environments.
Strong troubleshooting, vendor management, and project leadership skills.

Nice To Haves

Microsoft Teams Voice Engineer certification.
Avaya Certified Professional (ACP) or equivalent certification.
Experience with Teams Contact Center integrations.
Experience with AudioCodes, Ribbon, Cisco, or Oracle SBC platforms.
Experience leading PBX-to-Teams migration initiatives.
Knowledge of PowerShell automation and Microsoft 365 administration.
ITIL Foundation certification.

Responsibilities

Lead the design, implementation, administration, and optimization of enterprise telephony platforms including Avaya Aura, Avaya CM, Avaya Session Manager, Microsoft Teams Phone, Direct Routing, and Operator Connect.
Develop and execute voice transformation strategies, including migrations from legacy PBX environments to cloud-based collaboration platforms.
Manage and support enterprise voice infrastructure, including: SIP trunking, Session Border Controllers (AudioCodes, Ribbon, Oracle, etc.), Dial plans and call routing, Survivability and business continuity solutions, Emergency calling (E911) compliance.
Ensure high availability, resiliency, and performance of all voice and video communications services.
Troubleshoot complex voice-quality and call-routing issues across LAN, WAN, Wi-Fi, and cloud environments.
Define and maintain standards for voice architecture, capacity planning, security, and operational support.
Partner with network, security, and cloud infrastructure teams to optimize real-time media performance and user experience.
Manage and enhance unified communications platforms including Microsoft Teams, conferencing services, and integrated collaboration tools.
Support voice-enabled business workflows and integrations with collaboration and productivity platforms.
Oversee integrations between telephony platforms, contact centers, CRM systems, and enterprise applications.
Evaluate emerging communication technologies and recommend solutions aligned with business objectives.
Establish operational metrics, SLAs, and service health monitoring for communication services.
Implement ITIL-based incident, problem, and change management processes.
Drive continuous service improvements through proactive monitoring, root cause analysis, and automation.
Ensure compliance with security, regulatory, and operational requirements.
Lead a team of voice engineers, unified communications specialists, and support personnel.
Provide technical mentorship, career development, and performance management.
Serve as the senior escalation point for critical voice and collaboration incidents.
Manage vendor relationships, support contracts, carrier services, and technology roadmaps.
Develop budgets, forecasts, and strategic initiatives supporting enterprise communication services.