Telephony Services Lead

Associate Director Telephony Services

At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. We are seeking an experienced Associate Director to lead our Telephony Services team, consisting of Product Managers, Engineers and Operations staff. This role will be responsible for managing a global team and overseeing all aspects of telephony services, including SIP (Session Initiation Protocol), e911 (Enhanced 911), project management, vendor selection and management, budgeting and finances, SLA (Service Level Agreement) performance, and continuous improvement of services.

Key Responsibilities

• Team Leadership: Manage and mentor a global team of telephony professionals, fostering a culture of collaboration and continuous improvement.
• Provide guidance and support to team members in their professional development.
• Telephony Services Management: Oversee the design, implementation, and management of all telephony services. Ownership of global telephony strategy, ensuring alignment with business needs and industry best practices.
• Key technology areas: voice and cloud setup like SIP trunking, SBCs, Microsoft Teams Direct Routing, PSTN and Azure cloud setups. Cloud and on-prem systems connectivity (Teams, Genesys, AudioCodes). Migrations from ISDN or MPLS to SIP over internet.
• E911 services, ensuring compliance with regulatory requirements and internal policies.
• Project Management: Oversee telephony-related projects from initiation to completion, ensuring timely delivery and adherence to budget. Collaborate with cross-functional teams to ensure successful project execution.
• Vendor Selection and Management: Identify, evaluate, and select telephony vendors, negotiating contracts and service agreements to ensure optimal service delivery. Manage vendor relationships, ensuring compliance with SLAs and performance metrics.
• Budgeting and Financial Management: Develop and manage the telephony services budget, ensuring effective allocation of resources and cost control. Analyze financial performance and provide recommendations for cost-saving initiatives.
• SLA Performance Monitoring: Establish and monitor SLAs for telephony services, ensuring high levels of service availability and performance. Implement corrective actions as necessary to address performance issues.
• Continuous Improvement: Drive continuous improvement initiatives within the telephony services team, leveraging data and feedback to enhance service delivery. Stay abreast of industry trends and emerging technologies to inform strategic decisions.

Qualifications

Bachelor's degree in information technology, Telecommunications, Business Administration, or a related field; Master's degree preferred. 8+ years of experience in telephony services management, with a focus on SIP and e911. Proven experience in managing global teams and complex projects. Strong understanding of budgeting, financial management, and vendor management. Excellent analytical, problem-solving, and decision-making skills. Strong communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization. Relevant certifications (e.g., PMP, ITIL) are a plus.

What We Offer You

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business. Join us in our team-led and leader-enabled hybrid model. Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances. You'll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are You Ready To Shape Your Future With Confidence? Apply Today.

EY accepts applications for this position on an on-going basis. For those living in California, please click here for additional information. EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.