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Spectrum · 21 hours ago

IT Manager

Charlotte, NC

Full-time

Hybrid

Mid Level

3+ years exp

Spectrum is a leading provider of communication and entertainment products, and they are seeking an IT Manager for Voice Operations. In this role, you will lead initiatives that support Spectrum's voice strategy, manage carrier relationships, and oversee the full voice technology stack to ensure operational stability and continuous improvement.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Ensures reliability and performance of enterprise voice services by overseeing carrier relationships, core telephony infrastructure, and call center platforms, directly supporting business continuity and customer experience

Provides technical and operational leadership to voice engineers and call flow engineers, enabling scalable, well-governed telephony solutions that adapt to evolving business requirements

Establishes and enforces voice standards and architectural direction across SBCs, SIP routing, and ACD environments, reducing risk and improving operational consistency

Strengthens cross-functional collaboration by engaging boundary partners in voice engineering, network operations, and incident management to resolve issues efficiently and prevent recurrence

Drives continuous improvement in voice operations through effective incident triage, root cause analysis, and proactive optimization of telephony systems

Qualification

Enterprise telecommunicationsSIP-based architecturesCall center platformsLinux-based systemsCloud deploymentContainerization technologiesIncident response toolingTroubleshooting skillsProject managementCommunication skillsCollaboration skills

Required

IT work experience: 3+ years

Project management experience: 1+ years

BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience

Work effectively and collaboratively with a wide range of stakeholders, including voice engineering, network teams, incident management, vendors, and carriers

Learn and support new systems and applications

Display a sense of urgency to resolve issues quickly and efficiently

Multi-task and handle on a proactive basis, multiple projects with changing priorities in a fast-paced environment

Demonstrated ability to successfully distill complex technical information into clear, concise yet comprehensive communication material

Leading a technical team and providing constructive feedback, direction, and coaching to voice engineers and call flow engineers

Demonstrate a strong sense of urgency when responding to voice incidents, ensuring timely triage and restoration for single-user and multi-user impacts

Manage multiple initiatives and operational priorities proactively in a fast-paced, production environment

Translate complex telecommunications and infrastructure concepts into clear, concise, and actionable communications for technical and non-technical audiences

Adapt to and support evolving technologies, platforms, and operational models within enterprise voice environments

Organize technical resources, establish priorities, and enforce operational standards across complex voice environments

Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area

Organizing resources and establishing priorities

Demonstrated expertise in enterprise telecommunications and voice operations, including SIP-based architectures, carrier interconnects, SBCs, SIP proxy/core routing, and call center platforms (e.g., ACD systems)

Managing and supporting Linux-based systems in production environments

Familiarity with cloud deployment and containerization technologies, including Kubernetes (K8s), Docker, and container-based infrastructure models

Observability, monitoring, and incident response tooling, such as Datadog and AppDynamics

Strong troubleshooting and root-cause analysis skills applied to real-time communications systems

Preferred

Leading or supporting transformational change initiatives within enterprise voice or telecommunications environments

Deploying or operating CCaaS (Contact Center as a Service) solutions, including migration from on-premises or hybrid call center platforms

Modernizing voice platforms, including cloud-based or hybrid voice architectures

Working closely with vendors and carriers during major platform transitions or service redesigns

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

Benefits

Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees