Spectrum Jobs

Manager, Call Center Technology

Spectrum

Manager, Call Center Technology

Posted 7 Hours Ago

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Charlotte, NC, USA

Hybrid

Mid level

Information Technology • Internet of Things • Mobile • On-Demand • Software

The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.

The Role

Lead and manage enterprise telephony and call center platforms, oversee carrier relationships and voice infrastructure, mentor voice engineers, drive incident triage and root-cause analysis, enforce voice architecture and standards, collaborate with network and incident teams, and coordinate vendor/carrier engagements to optimize voice operations and customer experience.

Summary Generated by Built In

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 Impact

Oversee carrier relationships, telephony infrastructure and call center platforms to ensure reliable enterprise voice services supporting business continuity and customer satisfaction
Lead and mentor voice engineers and call flow engineers, fostering scalable telephony solutions that address evolving business needs
Establish and enforce voice standards and architectural direction across SBCs, SIP routing and ACD environments to enhance operational consistency and reduce risk
Collaborate with voice engineering, network operations and incident management teams to resolve voice issues efficiently and prevent recurrence
Drive continuous improvement by conducting incident triage, root cause analysis and proactive system optimization to strengthen voice operations
Coordinate troubleshooting for voice incidents, guide engineers on call flow changes and prioritize voice initiatives aligned with IT and organizational goals
Engage with vendors and carriers to support operational planning and ensure alignment with Spectrum's telephony strategy

WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications
Experience

Bachelor's degree in Information Technology, Computer Science, Management Information Systems or a related field, or equivalent work experience

Experience

3+ years of IT work experience
1+ year of project management experience

Skills

Demonstrated 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 systems
Experience managing and supporting Linux-based systems in production environments
Familiarity with cloud deployment and containerization technologies like Kubernetes and Docker
Proficiency with observability, monitoring and incident response tools such as Datadog and AppDynamics
Strong troubleshooting and root-cause analysis skills for real-time communications systems
Ability to work collaboratively with stakeholders across voice engineering, network teams, incident management, vendors and carriers
Capable of translating complex technical information into clear communications for technical and non-technical audiences
Ability to organize resources, set priorities and enforce operational standards in complex environments
Proven leadership skills guiding technical teams and providing direction and coaching
Skilled at proactively managing multiple initiatives and operational priorities in a fast-paced production environment
Adept at responding quickly to voice incidents, ensuring efficient triage and restoration for both single-user and multi-user issues
Able to adapt to and support evolving technologies, platforms and operational models within enterprise voice environments

Preferred Qualifications
Experience

Experience leading or supporting transformational change initiatives in enterprise voice or telecommunications environments
Experience deploying or operating CCaaS solutions, including migrations from on-premises or hybrid call center platforms
Experience modernizing voice platforms, including cloud-based or hybrid architectures
Experience working with vendors and carriers during major platform transitions or service redesigns

Skills

Familiarity with automation, infrastructure-as-code or CI/CD concepts as applied to voice or real-time communications systems

#LI-JV1
IGN535 2026-74590 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive 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.
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.
#BI-Hybrid

Skills Required

Bachelor's degree in IT, Computer Science, MIS or related field or equivalent experience
3+ years of IT work experience
1+ year of project management experience
Expertise in enterprise telecommunications and voice operations including SIP-based architectures, carrier interconnects, SBCs, SIP proxy/core routing and ACD systems
Experience managing and supporting Linux-based systems in production
Familiarity with cloud deployment and containerization technologies such as Kubernetes and Docker
Proficiency with observability, monitoring and incident response tools such as Datadog and AppDynamics
Strong troubleshooting and root-cause analysis skills for real-time communications systems
Proven leadership skills guiding technical teams and providing direction and coaching
Ability to organize resources, set priorities and enforce operational standards in complex environments
Ability to translate complex technical information for technical and non-technical audiences
Experience leading or supporting transformational change initiatives in enterprise voice or telecommunications environments
Experience deploying or operating CCaaS solutions or migrations from on-premises/hybrid call center platforms
Experience modernizing voice platforms, including cloud-based or hybrid architectures
Experience working with vendors and carriers during major platform transitions or service redesigns
Familiarity with automation, infrastructure-as-code or CI/CD concepts as applied to voice systems

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — Retirement funding is highlighted by a dollar‑for‑dollar 401(k) match up to 6% of pay plus an additional 3% company contribution for most employees. Feedback suggests this effectively delivers up to 9% in company contributions when employees contribute at least 6%.
Healthcare Strength — Health coverage includes multiple national medical options (plus Kaiser in some areas), dental/vision, EAP counseling, and up to $1,500 in employer funding to a health account for certain plans. The company states it has absorbed premium increases for medical, dental, and vision for 12 consecutive years.
Wellbeing & Lifestyle Benefits — Education at no cost via Guild covers selected associate, bachelor’s, certificate and bootcamp programs, with up to $10,000/year for certain graduate or out‑of‑catalog programs. Connectivity perks include free and discounted Spectrum services and deep Spectrum Mobile discounts for eligible lines.

Learn more about Spectrum's Compensation & Benefits →

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The Company

HQ: Stamford, CT

100,000 Employees

Year Founded: 1993

What We Do

Our Product and Technology team creates, develops, and operates the nation’s fastest mobile service, most reliable internet service, most viewed live TV app, and the most advanced WiFi, serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together. The experience within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer, architect, engineer, developer, operator, or data scientist. We are creative, disciplined, hard-working, complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

Why Work With Us

At Spectrum, we continually refine technology, process, and structure. We are committed to delivering a superior network infrastructure, the most competitive products, and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.