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Key Responsibilities and Required Skills for a Telecommunications Manager

💰 $95,000 - $155,000

Information TechnologyManagementTelecommunications

🎯 Role Definition

A Telecommunications Manager is the strategic and operational leader responsible for an organization's entire communications ecosystem. This role is pivotal in ensuring that all voice, data, and video networks are reliable, secure, and aligned with the company's business objectives. Beyond just keeping the lights on, the Telecommunications Manager architects the future of how the organization communicates, evaluating emerging technologies, managing critical vendor relationships, and leading a team of technical experts. This position requires a unique blend of deep technical knowledge, sharp business acumen, and strong leadership to navigate the complex and ever-evolving landscape of enterprise telecommunications.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Senior Network Engineer
  • Telecommunications Analyst
  • IT Project Manager (with a focus on infrastructure)

Advancement To:

  • Director of IT Infrastructure
  • Head of Telecommunications / Director of Global Networks
  • VP of Information Technology

Lateral Moves:

  • IT Infrastructure Manager
  • Network Operations Manager
  • Senior IT Vendor Manager

Core Responsibilities

Primary Functions

  • Develop and execute a comprehensive, forward-looking telecommunications strategy and technology roadmap that aligns with and supports overarching business goals.
  • Direct the complete lifecycle of vendor management, from RFP and selection to contract negotiation, performance management, and relationship cultivation with carriers and service providers.
  • Exercise full P&L responsibility for the telecommunications department, including creating annual budgets, forecasting expenditures, and meticulously auditing invoices to ensure cost-effectiveness.
  • Lead, mentor, and develop a high-performing team of telecommunications engineers and analysts, setting clear objectives and fostering a culture of excellence and accountability.
  • Architect and maintain robust, highly available telecommunication systems (VoIP, UCaaS, CCaaS, mobile, WAN/LAN) and implement comprehensive disaster recovery and business continuity plans.
  • Serve as the principal project manager for all major telecommunications initiatives, such as new office builds, system migrations, and the deployment of new technologies like SD-WAN or SASE.
  • Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) to senior leadership, ensuring transparency and continuous service improvement.
  • Act as the highest point of technical escalation for complex and critical telecommunication incidents, providing expert guidance and hands-on support to ensure swift resolution.
  • Proactively research, evaluate, and champion new and emerging communication technologies to drive innovation, improve efficiency, and create a competitive advantage for the business.
  • Formulate, document, and enforce all telecommunications policies, standards, and procedures to maintain system integrity and ensure compliance with regulatory requirements (e.g., E911, FCC).
  • Oversee the company's entire mobile device ecosystem, including Mobile Device Management (MDM) platforms, carrier plans, and device lifecycle management to optimize cost and security.
  • Function as a key strategic partner to business unit leaders and other IT departments, translating their operational needs into tangible, effective communication solutions.
  • Conduct rigorous network capacity planning and performance modeling to anticipate future demands and proactively scale the infrastructure to prevent service degradation.
  • Champion and enforce stringent security best practices across all voice and data networks, collaborating with the cybersecurity team to implement and audit critical security controls.
  • Manage the end-to-end lifecycle of all telecommunication assets, from procurement and deployment to maintenance and decommissioning, ensuring accurate inventory and asset tracking.

Secondary Functions

  • Support ad-hoc data requests and perform exploratory analysis of call data records (CDRs) and network traffic to identify trends and opportunities for optimization.
  • Contribute subject matter expertise to the development of the organization's broader data governance and IT infrastructure strategy.
  • Collaborate with business units and IT business partners to effectively translate complex communication needs into detailed technical and engineering requirements.
  • Participate actively in departmental sprint planning, agile ceremonies, and cross-functional team meetings to ensure alignment and project velocity.
  • Develop and deliver training materials and documentation for end-users and IT support staff to promote the effective use of communication tools and platforms.

Required Skills & Competencies

Hard Skills (Technical)

  • Deep expertise in modern voice technologies, including VoIP, SIP trunking, and Unified Communications as a Service (UCaaS) platforms like Microsoft Teams Voice or Cisco UCM.
  • Strong architectural knowledge of wide area networking (WAN), including SD-WAN, MPLS, VPN, BGP, and Quality of Service (QoS) design and implementation.
  • Proven experience with Contact Center as a Service (CCaaS) solutions (e.g., Five9, Genesys, NICE) and the design of complex interactive voice response (IVR) and call routing flows.
  • Masterful vendor management and contract negotiation skills, with a track record of reducing costs and improving service levels.
  • Advanced proficiency in Telecommunications Expense Management (TEM) principles, software, and auditing practices.
  • Solid understanding of network security principles, including firewalls, access control lists (ACLs), intrusion prevention systems (IPS), and secure voice protocols.
  • Formal project management experience (PMP or equivalent experience) with a demonstrated ability to lead large, cross-functional technology projects to successful completion.

Soft Skills

  • Strategic Leadership: The ability to not only manage a team but also to set a clear, strategic vision for the future of enterprise communications and inspire others to follow it.
  • Business Acumen: A strong understanding of how technology decisions impact the company's bottom line, with the ability to build a compelling business case for new investments.
  • Exceptional Communication: The capacity to articulate complex technical concepts clearly and persuasively to a wide range of audiences, from engineers to C-level executives.
  • Negotiation and Influence: Superior skill in negotiating with powerful vendors and influencing internal stakeholders to gain buy-in and drive change.
  • Analytical Problem-Solving: A methodical and analytical approach to troubleshooting complex, high-stakes technical issues under pressure.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s Degree in a relevant technical or business field.

Preferred Education:

  • Master's Degree (MBA or M.S.)
  • Relevant industry certifications such as PMP, ITIL, or advanced networking/UC certifications (e.g., CCNP Collaboration).

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Telecommunications Engineering
  • Business Administration

Experience Requirements

Typical Experience Range:

  • 7-12 years of progressive experience within the telecommunications or network infrastructure field.
  • At least 3-5 years of experience in a management or leadership role, with direct responsibility for managing technical staff and departmental budgets.

Preferred:

  • Experience managing a large, multi-site, and/or global enterprise telecommunications environment.
  • Demonstrable experience leading a major technology migration, such as a legacy PBX to a cloud-based UCaaS platform or a traditional WAN to an SD-WAN architecture.
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