Sr. Telephony Services Program Manager
LiveOps - Tempe, AZ

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Sr. Telephony Services Program Manager

LiveOps is seeking a senior telecommunications professional who can work with clients to craft unique solutions, manage projects to implement those solutions, and become a core member of a team that manages telecommunications across a range of global carriers.

In this multi-faceted position, you'll have a variety of responsibilities including working with clients, supporting our account management team, extending and improving our global telephony services, managing telephony team projects and commitments, and streamlining processes for our team.

Responsibilities
Understand the client’s global need; work with Sales Engineers and client to identify the best solution
Manage client implementation process from pre-sales through launch (for telephony-related aspects of the project)
Provide subject-matter expertise regarding all aspects of our global phone carriers and post-PSTN voice networks
Define and deploy procedures to improve operational efficiency and service optimization
Manage global telecom availability within a 24/7/365 operation
Analyzing carrier reports, billing records and other metrics to ensure the service runs within established SLAs
Attain quarterly and annual objectives assigned by management

Qualifications
B.S. Computer Science or equivalent degree / work experience
Previous experience crafting global telecom solutions
Must have extensive technical depth and understanding of call center technologies: infrastructure, carriers, networking (PSTN, PTT, ISDN SIP/RTP, VoIP, TCP/IP, etc.)
Knowledge of related applications, relational databases, and web technology; programming experience is a plus
Telephony troubleshooting and analysis skills
Experience with domestic and global telecom carriers
Solid oral, written, presentation and interpersonal communication skills
Ability to work as part of a team to solve technical problems
Keen business acumen
Strong commitment to operations excellence for a high availability, high reliability virtual call center platform

Since you will be responsible for our telephony services delivery, this role will require you to be on call for emergencies. We recognize the need for our employees to have private lives and down time, so we strive to let your off duty time be quiet and undisturbed.


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