Senior Manager, Voice Services - VoIP
C Spire Wireless
Our Vision: Be the best at what we do. Our Mission: Improve lives through technology.
Summary:
At C Spire, we are customer inspired. Every C Spire team member is charged with delivering a world-class experience to every customer. Every team member is charged with living the brand and bringing our corporate vision to life so that we are and become known as the BEST in our industry.As the Senior Manager, Voice Services – VoIP, you will lead the planning, deployment, and operational excellence of C Spire’s voice switching and unified communications platforms, including MetaSwitch and BroadWorks. You will manage a team of engineers, own the reliability and performance of voice systems, drive platform roadmap decisions, and serve as the escalation point for the most complex customer-impacting issues. This critical role acts as the bridge between Operations, Tier 2 escalations, Architecture, Product, and vendor partners to ensure seamless, modern, and highly reliable telecom services for our
Responsibilities:
What You Will Do
In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.
• Lead and develop a team of voice engineers and operations staff supporting MetaSwitch and BroadWorks voice platforms.
• Oversee feature rollouts, software upgrades, patches, migrations, and capacity expansions.
• Define architecture standards, engineering best practices, and operational guidelines for voice switching and VoIP services.
• Ensure high availability, redundancy, disaster recovery readiness, and adherence to performance SLAs.
• Troubleshoot and lead the resolution of major outages, customer escalations, routing failures, and service degradations.
• Serve as the primary interface with platform vendors (MetaSwitch/Microsoft, BroadWorks, and other partners) for support, roadmap planning, and escalation management.
• Collaborate with Product, Engineering, and Architecture teams to design new VoIP, IP network, and unified communications services.
• Manage budgets, vendor contracts, engineering resources, software licensing, and operational expenditures.
• Forecast capacity, plan for growth, and identify long-term platform evolution needs.
• Maintain documentation, runbooks, operational processes, and escalation playbooks.
• Stay current with industry trends such as cloud voice, SIP modernization, microservices, NFV, VoLTE/VoWiFi, and IMS/5G integration, and recommend enhancements.
• Support business operations activities including interconnect management, carrier agreements, traffic settlement, and regulatory compliance.
• Provide crisis management leadership during outages, fraud incidents, or routing failures.
• Set KPIs for uptime, SLA adherence, and quality metrics, and drive continuous improvement across the team.
• Perform additional duties as assigned.
This position is an exceptional introduction to carrier-grade VoIP leadership, offering broad exposure to advanced switching technologies, strategic planning, and cross-functional operations across C Spire’s enterprise.
Qualifications:
What You Will Bring
As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal and external customer experience. To support our Voice Services team, you will have an unapologetic passion for innovation and an uncompromising drive toward continuous improvement.
In addition to that, we require:
•Bachelor’s degree in Electrical Engineering, Computer Science, Telecommunications, or related field required.
• 10+ years of experience in voice/telecom engineering, with 5 to 7 years in leadership roles required.
Must have proven experience supporting business operations in the following areas:
interconnect management
carrier agreements
traffic settlement
regulatory compliance
• Deep, hands-on expertise with MetaSwitch core components (switching, feature server, provisioning, interconnect).
• Strong experience with BroadWorks/BroadSoft unified communications or similar switching platforms.
• Strong knowledge of SS7, SIP, RTP, codec negotiation, QoS, and other signaling protocols.
• Experience with Session Border Controllers, SIP trunking, interworking gateways, and VoIP/TDM interconnects.
• Experience with greenfield deployments or large-scale migrations.
• Ability to manage complex operations, outages, carrier escalations, and vendor interactions.
• Experience in capacity planning, budgeting, documentation, and process development.
• Familiarity with 911/NG911, numbering systems, CNAM, LNP, ENUM, and telecom regulatory requirements.
• Knowledge of carrier network architecture (Class 4/5 switching) and OSS/BSS provisioning/billing systems.
• Understanding of network security, fraud detection/prevention, and SIP security.
• Willingness to participate in on-call rotations and after-hours escalations.
We will give special consideration to candidates who have:
• Experience with cloud voice, NFV, microservices, or containerized telecom functions.
• Exposure to IMS, 5G, VoLTE, or VoWiFi environments.
• Experience integrating hybrid legacy + cloud voice architectures.
• Background managing distributed, multi-site engineering or operations teams.
• Additional telecom, SBC, or cloud certifications.
What You Will Gain
A great workplace needs more than excellent health coverage—though we provide that and more. We make sure working at C Spire is the best career experience around. Forbes has previously named us one of America’s Best Midsize Employers.
For our full-time employees we offer:
• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• 401k Match
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities
Physical Requirements / Working Conditions
Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be able to work flexible hours including evenings and weekends as part of operational support. Some travel may be required.
Complimentary wireless service and device available to team members in our wireless footprint.
If you want to work hard, achieve a lot, and make a difference, then C Spire is the place for you.