This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

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 satisfactionLead and mentor voice engineers and call flow engineers, fostering scalable telephony solutions that address evolving business needsEstablish and enforce voice standards and architectural direction across SBCs, SIP routing and ACD environments to enhance operational consistency and reduce riskCollaborate with voice engineering, network operations and incident management teams to resolve voice issues efficiently and prevent recurrenceDrive continuous improvement by conducting incident triage, root cause analysis and proactive system optimization to strengthen voice operationsCoordinate troubleshooting for voice incidents, guide engineers on call flow changes and prioritize voice initiatives aligned with IT and organizational goalsEngage 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 experience1+ 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 systemsExperience managing and supporting Linux-based systems in production environmentsFamiliarity with cloud deployment and containerization technologies like Kubernetes and DockerProficiency with observability, monitoring and incident response tools such as Datadog and AppDynamicsStrong troubleshooting and root-cause analysis skills for real-time communications systemsAbility to work collaboratively with stakeholders across voice engineering, network teams, incident management, vendors and carriersCapable of translating complex technical information into clear communications for technical and non-technical audiencesAbility to organize resources, set priorities and enforce operational standards in complex environmentsProven leadership skills guiding technical teams and providing direction and coachingSkilled at proactively managing multiple initiatives and operational priorities in a fast-paced production environmentAdept at responding quickly to voice incidents, ensuring efficient triage and restoration for both single-user and multi-user issuesAble 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 environmentsExperience deploying or operating CCaaS solutions, including migrations from on-premises or hybrid call center platformsExperience modernizing voice platforms, including cloud-based or hybrid architecturesExperience 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
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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: 13533 Business Unit: Customer Operations Zip Code: 28273

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.