Manager, Call Center Technology

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Looking for a role where your expertise in billing and business systems powers innovative solutions? Join Spectrum’s Billing Operations & Technology team, where you’ll lead the charge in delivering reliable voice operations that keep millions connected. As Manager, Call Center Technology, your leadership will ensure operational stability, drive strategic initiatives, and elevate the customer experience through advanced telephony solutions. Make a tangible impact on how Spectrum delivers excellence every day.This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.How You’ll Make An ImpactOversee carrier relationships, telephony infrastructure and call center platforms to ensure reliable enterprise voice services supporting business continuity and customer satisfactionLead and mentor voice engineers and call flow engineers, fostering scalable telephony solutions that address evolving business needsEstablish and enforce voice standards and architectural direction across SBCs, SIP routing and ACD environments to enhance operational consistency and reduce riskCollaborate with voice engineering, network operations and incident management teams to resolve voice issues efficiently and prevent recurrenceDrive continuous improvement by conducting incident triage, root cause analysis and proactive system optimization to strengthen voice operationsCoordinate troubleshooting for voice incidents, guide engineers on call flow changes and prioritize voice initiatives aligned with IT and organizational goalsEngage with vendors and carriers to support operational planning and ensure alignment with Spectrum’s telephony strategyRequired QualificationsWHAT YOU’LL BRING TO SPECTRUMExperienceBachelor’s degree in Information Technology, Computer Science, Management Information Systems or a related field, or equivalent work experienceExperience3+ years of IT work experience1+ year of project management experienceSkillsDemonstrated expertise in enterprise telecommunications and voice operations, including SIP-based architectures, carrier interconnects, SBCs, SIP proxy/core routing and call center platforms such as ACD systemsExperience managing and supporting Linux-based systems in production environmentsFamiliarity with cloud deployment and containerization technologies like Kubernetes and DockerProficiency with observability, monitoring and incident response tools such as Datadog and AppDynamicsStrong troubleshooting and root-cause analysis skills for real-time communications systemsAbility to work collaboratively with stakeholders across voice engineering, network teams, incident management, vendors and carriersCapable of translating complex technical information into clear communications for technical and non-technical audiencesAbility to organize resources, set priorities and enforce operational standards in complex environmentsProven leadership skills guiding technical teams and providing direction and coachingSkilled at proactively managing multiple initiatives and operational priorities in a fast-paced production environmentAdept at responding quickly to voice incidents, ensuring efficient triage and restoration for both single-user and multi-user issuesAble to adapt to and support evolving technologies, platforms and operational models within enterprise voice environmentsExperiencePreferred QualificationsExperience leading or supporting transformational change initiatives in enterprise voice or telecommunications environmentsExperience deploying or operating CCaaS solutions, including migrations from on-premises or hybrid call center platformsExperience modernizing voice platforms, including cloud-based or hybrid architecturesExperience working with vendors and carriers during major platform transitions or service redesignsSkillsFamiliarity with automation, infrastructure-as-code or CI/CD concepts as applied to voice or real-time communications systemsIGN535 2026-74590 2026Here, our employees don’t just have jobs, they're building careers. That’s why we offer a 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.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.