Voice Network and Contact Center Manager

Essential Utilities, Inc.•Pittsburgh, PA

About The Position

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint. Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S. We are seeking a Manager, Telecom to lead and advance our enterprise telecommunications environment. This role is responsible for the planning, design, implementation, and ongoing support of our voice, data, transport, AV, and contact center technologies. The Manager, Telecom will lead a team of engineers and analysts, manage vendor relationships, and ensure reliable, secure, and cost‑effective telecom services that support business operations and customer needs.

Requirements

Bachelor’s degree in Electrical Engineering or a related field (or equivalent experience).
10+ years of experience in voice, data, and transport networks.
5+ years of people leadership or management experience.
Expert knowledge of: Voice and data networks
Contact center technologies (ACD, PBX, reporting, workforce management)
Transport systems (fiber, SONET, microwave, leased circuits)
Strong communication, leadership, and problem‑solving skills.
Proven experience with budgeting, cost analysis, and vendor/contract management.
Ability to manage multiple priorities in a fast‑paced environment.
Valid driver’s license and ability to travel to company work sites as needed.

Responsibilities

Lead and manage a team of Telecom Engineers, Analysts, contractors, and vendors.
Oversee daily operations, incident management, and delivery of new telecom services.
Design, engineer, and implement solutions for contact centers, voice networks, transport networks, and AV systems.
Own lifecycle management of voice systems, call center platforms, transport circuits, fiber services, and mobile devices.
Manage specifications, installation, asset tracking, billing, and maintenance of telecom services.
Develop and maintain disaster recovery and business continuity plans for voice and data networks.
Ensure high availability, quality, and performance standards across all telecom services.
Manage operations & maintenance (O&M) and capital budgets for telecom.
Track industry trends and apply best practices to improve service delivery.
Hire, coach, and develop staff while fostering a high‑performance, engaged team culture.
Partner with internal stakeholders and external vendors to support evolving business needs.