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Operations Manager - VoIP Communications - Axxess Networks
Systems Engineer
Lead daily operations for a VoIP communications provider, overseeing service delivery, provisioning, installations, and support while driving process improvements and maintaining high service quality across voice, data, UCaaS, CCaaS, and SIP services.
About the role
Key Responsibilities
- Direct day‑to‑day service delivery, provisioning, and installation workflows for VoIP, UCaaS, CCaaS, and SIP trunking services.
- Manage and mentor operational staff, ensuring clear roles, performance metrics, and professional development.
- Implement and continuously improve processes to boost efficiency, reduce downtime, and uphold service‑level agreements.
- Monitor network and system performance, coordinating with engineering teams to resolve incidents and prevent service disruptions.
- Maintain service quality standards, conduct regular audits, and drive customer satisfaction initiatives.
Requirements
- 5+ years of operations management experience in a VoIP, UCaaS, or related telecommunications environment.
- Strong knowledge of SIP trunking, networking fundamentals, and cloud‑based communication platforms.
- Proven ability to lead cross‑functional teams, manage workflows, and implement process improvements.
- Excellent analytical and problem‑solving skills with a focus on service reliability and customer experience.
- Effective communication and stakeholder management skills, both technical and non‑technical.