Director Hybrid Telephony Services

4 weeks ago


Baltimore, United States Optomi Full time

Optomi, in partnership with our financial client, are seeking a Director of Hybrid Telephony Services, for a hybrid role in Baltimore, MD.

The VP/Director of Hybrid Telephony Services will lead the development, engineering, and management of telephony solutions. This role involves overseeing the creation of an enterprise telephony platform that supports call centers, branches, and corporate sites, including inbound/outbound dialing, call recording, and dialer/IVR functions. As a key leader in the Network & Communications team within Technology, you will collaborate with infrastructure engineering, product delivery teams, enterprise architecture, and various business units.

Key Responsibilities:

  • Direct and manage a national and offshore Telephony Services team, including after-hours support.
  • Lead and oversee the onboarding process for new team members.
  • Plan and execute the deployment of enterprise telephony solutions using both on-premises and cloud platforms.
  • Develop and implement a strategic roadmap for transitioning from legacy on-premises systems to modern cloud-based platforms.
  • Provide leadership and foster the development of cloud telephony engineering skills.
  • Establish and monitor telephony metrics and KPIs to ensure effective cybersecurity measures.
  • Continuously assess and integrate industry-leading telephony solutions to enhance security.
  • Monitor and report on service levels and key performance indicators.
  • Oversee incident and service request approvals, metrics, and escalation processes.
  • Build and maintain strategic relationships with key partners across call centers and branch operations.

Required Skills & Qualifications:

  • Minimum of 10 years of technology experience, with at least 5 years in a leadership role managing telephony services teams.
  • Experience with telephony service platforms such as Avaya, Alvaria/Noble, NICE, Five9, LiveVOX, RingCentral, or Amazon Connect.
  • Proficiency in managing CCaaS and UCaaS platforms.
  • Strong background in strategic planning, forecasting, and migrating from on-premises solutions to cloud-based platforms.
  • Proven leadership and people management skills.
  • Excellent presentation, facilitation, and interpersonal skills.
  • Experience in developing telephony standards, policies, and procedures.
  • Strong verbal and written communication abilities.
  • Effective collaboration with IT and business teams.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Demonstrated capability to build trust with partners and influence senior management.
  • Strong multitasking skills and ability to manage multiple priorities.
  • Knowledge of IT processes (e.g., ITIL) including incident, problem, defect, change, and release management.
  • Experience in the financial sector is preferred.
  • Highly organized, results-driven, and detail-oriented.

Education & Certifications:

  • Bachelor's degree in Management Information Systems, Computer Science, Engineering, or a related IT field, or 15+ years of relevant experience.


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