IT Communications Manager

Sweetwater Sound•Fort Wayne, IN

1d•Onsite

About The Position

Sweetwater, the number one online retailer in music instruments and pro audio gear, is looking for an experienced Communications Operations Manager to own and operate the technology backbone of our communications infrastructure. This role sits at the intersection of telephony, messaging, contact center operations, and IT—serving as the go-to subject matter expert for voice, SMS, chat, and fax platforms across the business. You’ll keep our communications ecosystem running smoothly, support stakeholders across the organization, and play a key role in ensuring our Sales Engineers can deliver the legendary service Sweetwater is known for.

Requirements

3–5+ years of hands-on experience administering enterprise communications platforms (VoIP/UCaaS), with strong familiarity with 8x8 or comparable PBX/contact center systems
Working knowledge of Twilio, including SMS Messaging Services
Proficiency with SQL for querying call records, SMS logs, and webchat data
Solid understanding of PBX administration: ring groups, IVR/call routing, queue management, and scheduling
Familiarity with Polycom or SIP-based endpoint configuration in a managed environment
Ability to trace and diagnose complex call flows across multiple systems and carriers
Strong documentation skills—capable of producing technical and compliance-facing call routing documentation
Comfortable managing vendor relationships and coordinating with carriers on escalations and service changes
Experience with general network concepts (LLDP, VPN, IP addressing) is a plus

Nice To Haves

Experience with general network concepts (LLDP, VPN, IP addressing)

Responsibilities

Own and administer Sweetwater’s communications platforms—including 8x8, Twilio—serving as the primary escalation point for voice, SMS, chat, and fax issues across the business
Manage PBX configuration including ring groups, call routing, scheduling, and queue setup, with hands-on support for Polycom endpoint deployments
Build and maintain SMS Messaging Services in Twilio, navigating compliance requirements, carrier registration, and business use case documentation
Develop reports and pull call, SMS, and webchat statistics using SQL to support stakeholders across the organization
Maintain strong vendor relationships with carriers and partners and conduct periodic platform audits to manage licenses and costs
Document call routing logic and contact center workflows to meet compliance requirements and support operational clarity