Manager, Call Center Technology

Looking for a role where your expertise in billing and business systems powers innovative solutions? Join Spectrum’s Billing Operations & Technology team, where you’ll lead the charge in delivering reliable voice operations that keep millions connected. As Manager, Call Center Technology, your leadership will ensure operational stability, drive strategic initiatives, and elevate the customer experience through advanced telephony solutions. Make a tangible impact on how Spectrum delivers excellence every day.

This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.

How You’ll Make an Impact

• Oversee carrier relationships, telephony infrastructure and call center platforms to ensure reliable enterprise voice services supporting business continuity and customer satisfaction
• Lead and mentor voice engineers and call flow engineers, fostering scalable telephony solutions that address evolving business needs
• Establish and enforce voice standards and architectural direction across SBCs, SIP routing and ACD environments to enhance operational consistency and reduce risk
• Collaborate with voice engineering, network operations and incident management teams to resolve voice issues efficiently and prevent recurrence
• Drive continuous improvement by conducting incident triage, root cause analysis and proactive system optimization to strengthen voice operations
• Coordinate troubleshooting for voice incidents, guide engineers on call flow changes and prioritize voice initiatives aligned with IT and organizational goals
• Engage with vendors and carriers to support operational planning and ensure alignment with Spectrum’s telephony strategy

WHAT YOU’LL BRING TO SPECTRUM

Required Qualifications

Experience

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems or a related field, or equivalent work experience

Experience

• 3+ years of IT work experience
• 1+ year of project management experience

Skills

• Demonstrated expertise in enterprise telecommunications and voice operations, including SIP-based architectures, carrier interconnects, SBCs, SIP proxy/core routing and call center platforms such as ACD systems
• Experience managing and supporting Linux-based systems in production environments
• Familiarity with cloud deployment and containerization technologies like Kubernetes and Docker
• Proficiency with observability, monitoring and incident response tools such as Datadog and AppDynamics
• Strong troubleshooting and root-cause analysis skills for real-time communications systems
• Ability to work collaboratively with stakeholders across voice engineering, network teams, incident management, vendors and carriers
• Capable of translating complex technical information into clear communications for technical and non-technical audiences
• Ability to organize resources, set priorities and enforce operational standards in complex environments
• Proven leadership skills guiding technical teams and providing direction and coaching
• Skilled at proactively managing multiple initiatives and operational priorities in a fast-paced production environment
• Adept at responding quickly to voice incidents, ensuring efficient triage and restoration for both single-user and multi-user issues
• Able to adapt to and support evolving technologies, platforms and operational models within enterprise voice environments

Preferred Qualifications

Experience

• Experience leading or supporting transformational change initiatives in enterprise voice or telecommunications environments
• Experience deploying or operating CCaaS solutions, including migrations from on-premises or hybrid call center platforms
• Experience modernizing voice platforms, including cloud-based or hybrid architectures
• Experience working with vendors and carriers during major platform transitions or service redesigns

Skills

• Familiarity with automation, infrastructure-as-code or CI/CD concepts as applied to voice or real-time communications systems