Job Summary

• Lead the agile solution design, deployment & ongoing optimization & evolution of enterprise wide voice technology capabilities, infrastructure, products and services at an optimal quality & cost of tech across the estate.

Job Description

• The Head of Voice Technology Services is a senior technical and leadership role accountable for the end-to-end management of the organization’s voice estate. This position drives the unified communications strategy, ensures operational excellence, and champions innovation through automation and modernization initiatives.
• The role combines deep technical expertise in voice technologies, networking, and security with strong leadership, governance, and stakeholder engagement skills. A key focus is delivering cost-efficient solutions that align with business objectives while maintaining high service quality.

Core Responsibilities

Voice Estate Ownership

• Assume full accountability for the design, deployment, optimization, and lifecycle management of all voice platforms.
• Align voice services with organizational goals and unified communications strategy to maximize business value.
• Identify opportunities for cost savings through vendor negotiations, platform consolidation, and process automation.

Technical Leadership & Team Development

• Serve as the technical authority for all voice-related technologies and architectures.
• Mentor and develop engineering teams, fostering a culture of continuous learning and technical excellence.
• Define structured training programs and career development paths for voice engineers.

Service Delivery & Operational Excellence

• Ensure high availability, reliability, and performance of voice services across the enterprise.
• Implement automation for provisioning, monitoring, and troubleshooting to improve efficiency and reduce operational costs.
• Oversee incident management, root cause analysis, and proactive maintenance strategies.

Security, Compliance & Governance

• Apply security best practices across voice platforms, including encryption and authentication.
• Ensure compliance with regulatory requirements and internal governance frameworks.
• Conduct regular risk assessments and audits to maintain a robust security posture.

Security, Compliance & Governance

• Apply security best practices across voice platforms, including encryption and authentication.
• Ensure compliance with regulatory requirements and internal governance frameworks.
• Conduct regular risk assessments and audits to maintain a robust security posture.

Integration, Collaboration & Stakeholder Engagement

• Partner with business leaders and technology stakeholders to align voice and video initiatives with strategic objectives.
• Integrate services with contact center platforms, hybrid collaboration tools, and cloud environments.
• Ensure seamless interoperability with Microsoft Teams, Webex, Yealink endpoints, video conferencing systems, and other UC platforms.
• Communicate effectively with stakeholders to influence decisions and secure buy-in for transformation initiatives.

Technical Expertise

Advanced knowledge of:

• Session Border Controllers (SBCs) for SIP trunking and security.
• LAN/WAN networking, QoS, routing, MPLS.
• SIP protocols, RTP, and voice codecs.
• Video conferencing technologies and protocols (H.323, WebRTC, video codecs).
• Hybrid voice and video solutions combining on-prem and cloud.
• Familiarity with automation tools for provisioning and monitoring.

Required Skills & Experience

• 10–15 years in voice/video technology roles, with at least 3–5 years in a leadership or specialist capacity.
• Expertise in VoIP, SIP, SBCs, PBX systems, and video conferencing platforms.
• Strong knowledge of networking fundamentals, QoS, MPLS, and security protocols.
• Experience with Microsoft Teams, Webex, Yealink, and contact center technologies.
• Proven ability to mentor and develop technical teams while driving cost optimization and stakeholder engagement.

Education

• Bachelor’s Degree: Information Technology

End Date: November 28, 2025