Voice Network and Contact Center Manager

Essential Utilities, Inc.•PA NORTH SHORE - 375, PA

About The Position

Essential Utilities, Inc. is 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
10+ years of experience in voice, data, and transport networks.
5+ years of people leadership or management experience preferred.
Expert knowledge of: Voice and data networks
Expert knowledge of: Contact center technologies (ACD, PBX, reporting, workforce management)
Expert knowledge of: 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.