Senior Engineering Manager - Voice Operations

Caring. Connecting. Growing Together.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.

We are seeking a strategic and technically proficient Senior Manager of Engineering to lead our Voice Operations team. This role is responsible for overseeing the design, deployment, and operational support of voice services, including VoIP, SIP, unified communications, and legacy telephony systems. The ideal candidate will bring deep expertise in voice technologies, solid leadership skills, and a passion for driving operational excellence and innovation.

Primary Responsibilities:

• Lead and manage a team of voice engineers and operations specialists
• Oversee the architecture, implementation, and maintenance of voice platforms (VoIP, SIP, PBX, SBCs, etc.).
• Ensure high availability, performance, and security of voice services across the enterprise.
• Collaborate with cross-functional teams including IT, Network Engineering, Security, and Service Desk
• Drive automation and modernization initiatives within voice operations
• Manage vendor relationships and service contracts related to voice infrastructure
• Develop and maintain operational KPIs, SLAs, and capacity planning metrics
• Provide escalation support and incident management for voice-related issues
• Stay current with industry trends and emerging technologies in voice and unified communications

Required Qualifications:

• 8+ years of experience in voice engineering or operations, with at least 3 years in a leadership role
• Solid knowledge of VoIP protocols (SIP, RTP), PBX systems, SBCs, and unified communications platforms (e.g., Cisco, Microsoft Teams)
• Experience with cloud-based voice services and hybrid environments
• Proven track record of leading technical teams and delivering complex projects
• Proven excellent communication, organizational, and problem-solving skills

Preferred Qualifications:

• Experience with voice monitoring and troubleshooting tools (e.g., Wireshark, SolarWinds)
• Experience with automation tools and scripting (Python, PowerShell)
• Experience building and leveraging AI tools
• Familiar with the Service Now platform
• Knowledge of regulatory compliance (e.g., E911)