IT Manager - Charlotte - SPECTRUM

Description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.

Experienced with billing and business systems? Able to pivot to deliver innovative solutions using the latest technological tools? Problem-solver, analytical, and collaborative? If so, you could find a home on the Billing Operations & Technology team at Spectrum.

At Spectrum, we keep millions of customers connected across our 41-state footprint. We provide a positive customer experience by keeping our cable and mobile billing systems up and running. By supporting the technology used by our customers and service representatives, Billing Operations helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Manager of IT for Voice Operations you will lead and execute initiatives that support Spectrum's voice strategy and operational goals, with accountability for standards, policies, and architectural direction across the enterprise telephony environment. This role manages carrier relationships and oversees the full voice technology stack, including SBCs, SIP proxy and core routing, and enterprise call center platforms such as ACD systems. The manager leads core voice engineers and call flow engineers, ensuring call flows and voice services adapt to changing business needs, while collaborating with boundary partners in voice engineering and incident management. The team is responsible for triage and resolution of voice issues affecting individual users and large user populations, with a focus on operational stability and continuous improvement.

HOW YOU'LL MAKE AN IMPACT

• Ensures reliability and performance of enterprise voice services by overseeing carrier relationships, core telephony infrastructure, and call center platforms, directly supporting business continuity and customer experience.
• Provides technical and operational leadership to voice engineers and call flow engineers, enabling scalable, well-governed telephony solutions that adapt to evolving business requirements.
• Establishes and enforces voice standards and architectural direction across SBCs, SIP routing, and ACD environments, reducing risk and improving operational consistency.
• Strengthens cross-functional collaboration by engaging boundary partners in voice engineering, network operations, and incident management to resolve issues efficiently and prevent recurrence.
• Drives continuous improvement in voice operations through effective incident triage, root cause analysis, and proactive optimization of telephony systems.

You will be responsible for reviewing voice incidents and trends, coordinating troubleshooting efforts for single-user and multi-user issues, and guiding engineers on call flow changes driven by business needs. The role regularly involves vendor and carrier interactions, operational planning, and prioritization of voice initiatives. Time is also spent aligning voice architecture and standards with broader IT and organizational objectives.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • IT work experience: 3+ years
  • Project management experience: 1+ years
• Education:
  • BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience
• Abilities:
  • Work effectively and collaboratively with a wide range of stakeholders, including voice engineering, network teams, incident management, vendors, and carriers
  • Learn and support new systems and applications
  • Display a sense of urgency to resolve issues quickly and efficiently
  • Multi-task and handle on a proactive basis, multiple projects with changing priorities in a fast-paced environment
  • Demonstrated ability to successfully distill complex technical information into clear, concise yet comprehensive communication material
  • Leading a technical team and providing constructive feedback, direction, and coaching to voice engineers and call flow engineers.
  • Demonstrate a strong sense of urgency when responding to voice incidents, ensuring timely triage and restoration for single-user and multi-user impacts
  • Manage multiple initiatives and operational priorities proactively in a fast-paced, production environment
  • Translate complex telecommunications and infrastructure concepts into clear, concise, and actionable communications for technical and non-technical audiences
  • Adapt to and support evolving technologies, platforms, and operational models within enterprise voice environments
  • Organize technical resources, establish priorities, and enforce operational standards across complex voice environments
• Skills:
  • Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area
  • Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area
  • Organizing resources and establishing priorities
  • Demonstrated expertise in enterprise telecommunications and voice operations, including SIP-based architectures, carrier interconnects, SBCs, SIP proxy/core routing, and call center platforms (e.g., ACD systems)
  • Managing and supporting Linux-based systems in production environments
  • Familiarity with cloud deployment and containerization technologies, including Kubernetes (K8s), Docker, and container-based infrastructure models
  • Observability, monitoring, and incident response tooling, such as Datadog and AppDynamics
  • Strong troubleshooting and root-cause analysis skills applied to real-time communications systems
• Hybrid Schedule: Four in-office days weekly

Preferred Qualifications

• Experience:
  • Leading or supporting transformational change initiatives within enterprise voice or telecommunications environments
  • Deploying or operating CCaaS (Contact Center as a Service) solutions, including migration from on-premises or hybrid call center platforms
  • Modernizing voice platforms, including cloud-based or hybrid voice architectures
  • Working closely with vendors and carriers during major platform transitions or service redesigns
• Skills:
  • Familiarity with automation, infrastructure-as-code, or CI/CD concepts as applied to voice or real-time communications systems

#LI-JV1
IGN535 2

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. xhmxlyz Learn about Life at Spectrum.PDN-a0d8db0a-549b-491f-8d09-604cd38f01cd