Telecom Support Architect (onshore)

Telecom Service Delivery Manager

Key Responsibilities:

• Telecom Service Delivery Governance
• Own overall uptime, performance, and service quality for enterprise telecom and UC platforms.
• Govern escalations, RCA quality, and problem management for all voice/telecom-related incidents.
• Lead high-severity incidents, coordinate war rooms, and ensure timely business communication.
• Strategic Telecom Infrastructure Management
• Provide leadership and direction for SIP trunks, SBC platforms, PRI/ISDN lines, MPLS/SD-WAN circuits, and VoIP infrastructure.
• Oversee enterprise dial plans, number management, DID allocations, porting, and capacity planning.
• Approve architecture enhancements, routing strategies, and technology upgrades.
• Vendor, Carrier & Contract Management
• Serve as primary commercial and technical escalation point for telco carriers, ISPs, and UC platform vendors.
• Drive SLA governance, dispute resolution, chronic issue elimination, and RCA compliance.
• Manage renewals, contract optimizations, and cost control initiatives for telecom services.
• Capacity Planning & Optimization Leadership
• Review enterprise-level utilization trends for SIP channels, PRI circuits, WAN bandwidth, QoS, and UC workloads.
• Forecast capacity needs and lead strategies to optimize spend, enhance performance, and reduce failures.
• Define KPIs and dashboard reporting for traffic trends, voice quality, and service health.
• Change, Release & Project Management
• Oversee all telecom-related changes including migrations, SIP onboarding, circuit transitions, UC integrations, and dial plan updates.
• Approve RFCs, risk/impact assessments, rollback strategies, and change documentation.
• Lead medium-to-large telecom transformation projects and ensure on-time delivery.
• Audit, Compliance & Security Oversight
• Ensure compliance with TRAI, FCC, E911, and organization-wide telecom policies.
• Govern SBC security posture, SIP fraud prevention, toll-bypass protection, and call routing governance.
• Support internal/external audits and maintain up-to-date compliance records.
• Documentation, Asset & Lifecycle Management
• Oversee creation and periodic review of telecom topology diagrams, circuit inventory, routing designs, and SOPs.
• Govern telecom asset lifecycle, renewal planning, and end-of-life technology transitions.
• Maintain accurate budgeting and financial tracking for telecom services.
• People Management & Leadership
• Lead a team of L1/L2/L3 telecom engineers; manage staffing, workloads, performance reviews, and skill development.
• Develop training plans, mentor team members, and build advanced telecom competency within the team.
• Foster a culture of accountability, continuous improvement, and operational excellence.

Required Technical Skills:

• Strong leadership-level knowledge of SIP, RTP, PRI/ISDN, PSTN, DID, SS7, and enterprise voice technologies.
• Experience managing:
• SBC platforms (AudioCodes, Ribbon, Cisco, Avaya)
• Voice gateways and UC platforms (CUCM, Avaya, MS Teams Direct Routing)
• WAN technologies (MPLS, SD-WAN, DIA, QoS, VPN)
• Ability to guide teams on SIP trace analysis, CDR interpretation, voice quality troubleshooting, and routing design.
• Understanding of telecom cost structures, billing analysis, and spend optimization strategies.
• Strong grasp of network fundamentals related to VoIP (QoS, DSCP, NAT, VLANs, routing).

Experience & Certification Requirements:

• 12–15+ years of experience in telecom/voice engineering, with 5+ years in senior engineering or team leadership roles.
• Preferred certifications:
• Cisco CCNP Collaboration
• Ribbon/AudioCodes SBC certifications
• Avaya or Microsoft Teams UC certifications
• ITIL v4
• Telecom regulatory/compliance certifications (optional)
• Behavioral Competencies:
• Strong ownership, strategic thinking, and ability to drive long-term improvements.
• Excellent communication and leadership during high-severity incidents.
• Strong vendor and stakeholder management skills.
• Ability to manage cross-functional dependencies and influence without authority.
• High accountability, detail orientation, and ability to operate under pressure.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies. At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks. Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.