Lead and manage enterprise telephony and contact center platforms (Five9, RingCentral, Verint). Ensure high availability, security, HIPAA compliance, vendor and license management, roadmap and strategy, integrations for call tracking/marketing, documentation, change management, and staff development. Act as escalation for outages and partner with Security, Procurement, Finance, Marketing, and operations teams.
Job Summary & Responsibilities
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.
Position Overview:
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 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.
Key Responsibilities:
Telephony Platform Management
- 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
Strategy, Roadmap, and Continuous Improvement
- 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
Data Integration, Reporting, and Marketing Support
- 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
- Campaign routing and reporting
- Partner with Marketing, Operations, and Data teams to ensure telephony data integrity and reporting accuracy
Leadership and Staff Development
- 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
Vendor and License Management
- 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
Documentation and Change Management
- Maintain comprehensive documentation for:
- System configurations
- Call flows and IVRs
- Disaster recovery processes
- Troubleshooting procedures
- Establish and enforce telephony change management and governance processes
- Ensure configurations and changes are properly tested and communicated
Compliance, Security, and HIPAA Requirements
- 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
Required Qualifications
- 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
- RingCentral
- 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
Key Competencies
- 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
Travel:
Travel is not typically required for this role, however, out of state or site travel may be requested as necessary.
Travel is not typically required for this role, however, out of state or site travel may be requested as necessary.
Non-Discrimination Statement:
It is the policy of Recovery Centers of America (RCA) to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law.
It is the policy of Recovery Centers of America (RCA) to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law.
State Specific Responsibilities:
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.
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.
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