IT Manager

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

Experienced with billing and business systems? Able to pivot to deliver innovative solutions using the latest technological tools? Problem-solver, analytical, and collaborative? If so, you could find a home on the Billing Operations & Technology team  Spectrum, we keep millions of customers connected across our 41-state footprint. We provide a positive customer experience by keeping our cable and mobile billing systems up and running.

By supporting the technology used by our customers and service representatives, Billing Operations helps deliver the exceptional services and experiences Spectrum is known for.

Be part of the connection

As a Manager of IT for Voice Operations you will lead and execute initiatives that support Spectrum’s voice strategy and operational goals, with accountability for standards, policies, and architectural direction across the enterprise telephony environment. This role manages carrier relationships and oversees the full voice technology stack, including SBCs, SIP proxy and core routing, and enterprise call center platforms such as ACD systems.

The manager leads core voice engineers and call flow engineers, ensuring call flows and voice services adapt to changing business needs, while collaborating with boundary partners in voice engineering and incident management. The team is responsible for triage and resolution of voice issues affecting individual users and large user populations, with a focus on operational stability and continuous improvement.

• Oversee carrier relationships, core telephony infrastructure, and call center platforms to ensure reliability and performance of enterprise voice services, supporting business continuity and customer experience.
• Provide technical and operational leadership to voice engineers and call flow engineers, enabling scalable, well-governed telephony solutions that adapt to evolving business requirements.
• Establish and enforce voice standards and architectural direction across SBCs, SIP routing, and ACD environments to reduce risk and improve operational consistency.
• Foster cross-functional collaboration with boundary partners in voice engineering, network operations, and incident management to resolve issues efficiently and prevent recurrence.
• Drive continuous improvement in voice operations through incident triage, root cause analysis, and proactive optimization of telephony systems.

You will be responsible for reviewing voice incidents and trends, coordinating troubleshooting efforts for single-user and multi-user issues, and guiding engineers on call flow changes driven by business needs. The role involves vendor and carrier interactions, operational planning, and prioritization of voice initiatives. Time is spent aligning voice architecture and standards with broader IT and organizational objectives.

Required Qualifications

• Experience:
  
  IT work experience: 3+ years
• Project management experience: 1+ years

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

• Abilities:
  • 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 proactively multiple projects with changing priorities in a fast-paced environment
  • Demonstrated ability to distill complex technical information into clear, concise yet comprehensive communication material
  • Lead a technical team and provide 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

• Skills:
  • Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area
  • 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…