Telecom Manager

Recovery Centers of America•,

About The Position

The Manager of Telephony Services is responsible for the strategic leadership, administration, configuration, and ongoing support of the organization's enterprise telephony platforms. This role oversees call center and corporate voice technologies, including Five9, RingCentral, Verint Workforce Management, and all associated mobile devices and phone lines. The Manager of Telephony Services ensures the reliability, security, scalability, and regulatory compliance of telephony systems while aligning services with business, operational, and marketing objectives. This position also leads telephony staff, manages vendors, develops long-term roadmaps, and ensures robust documentation, training, and license management practices.

Requirements

Bachelor's degree in Information Technology, Telecommunications, or a related field, or equivalent experience
5+ years of experience supporting enterprise telephony or contact center platforms
Hands-on experience with Five9
Hands-on experience with RingCentral
Hands-on experience with Verint
Strong understanding of call center operations, IVRs, call routing, and workforce management concepts
Experience managing vendors, contracts, and service providers
Knowledge of HIPAA requirements related to telephony, call recording, and data security
Experience supporting marketing call tracking and analytics
Knowledge of VoIP, SIP, QoS, and telephony network fundamentals
ITIL, telecommunications, or contact center-related certifications
Follows organizational cybersecurity policies, including acceptable use, password management, and multi-factor authentication requirements.
Immediately reports suspected security incidents, unauthorized access, or data breaches in accordance with company policy and regulatory requirements.
Maintains strict confidentiality of PHI and adheres to the principle of least privilege, accessing only the minimum necessary data required to perform job functions.

Nice To Haves

Strategic thinking and roadmap development
Leadership and team development
Strong problem-solving and troubleshooting skills
Vendor and stakeholder management
Documentation and process discipline
Security and compliance awareness
Excellent communication skills

Responsibilities

Serve as the technical and operational owner of enterprise telephony systems, including Five9 call center configuration, administration, and maintenance; RingCentral corporate phone system administration, including all adds, moves, changes (AMCs) and IVR management; Oversight of cell phones, mobile devices, and telephony circuits; Configuration and support of Verint for call recording, quality monitoring, and workforce management.
Ensure high availability, performance, and call quality across all telephony platforms.
Manage call routing, IVRs, skills-based routing, call recording, call flows, and integrations.
Develop and maintain a telephony strategy and multi-year roadmap aligned with business growth, call center needs, and technology innovation.
Identify opportunities to optimize call flows, agent experience, customer experience, and system utilization.
Evaluate new telephony technologies and recommend enhancements or replacements as needed.
Ensure telephony architecture supports scalability, redundancy, and disaster recovery capabilities.
Ensure accurate data and system pass-through between telephony platforms and downstream systems.
Support marketing campaign tracking, call attribution, and analytics by ensuring proper configuration of phone numbers, call tracking, and campaign routing and reporting.
Partner with Marketing, Operations, and Data teams to ensure telephony data integrity and reporting accuracy.
Manage, mentor, and develop telephony and site technicians.
Deliver training programs and hands-on guidance for staff on telephony platforms and best practices.
Establish standards, procedures, and operational runbooks for telephony operations.
Act as the escalation point for complex telephony issues and outages.
Serve as the primary point of contact for telephony vendors, including Five9, RingCentral, Verint, wireless carriers, and circuit providers.
Manage vendor relationships, contracts, renewals, SLAs, and escalations.
Oversee license management, ensuring compliance, cost optimization, and proper allocation.
Partner with Procurement and Finance on budgeting and forecasting for telephony services.
Maintain comprehensive documentation for system configurations, call flows and IVRs, disaster recovery processes, and troubleshooting procedures.
Establish and enforce telephony change management and governance processes.
Ensure configurations and changes are properly tested and communicated.
Ensure all telephony systems comply with HIPAA and organizational security requirements.
Protect the confidentiality, integrity, and availability of Protected Health Information (PHI) transmitted or stored within telephony systems.
Ensure call recordings, voicemails, logs, and data integrations are securely stored, accessed, and retained according to policy.
Enforce role-based access controls and auditing across telephony platforms.
Partner with Information Security and Compliance teams on risk assessments, audits, and remediation efforts.
Ensure vendors meet contractual and regulatory security obligations.