Voice-over-IP (VoIP) Manager

Posting Date: Open Until Filled

Reporting to the Director of Technical Operations, the Voice over IP (VoIP) Manager will have overall responsibility for the management and delivery of Voice over IP services. The VoIP Manager will have oversight for the team within CENIC responsible for VoIP services, and will be accountable for all aspects of VoIP project management for both the initial implementation of CENIC VoIP services and future subscriber deployments.

The VoIP Manager will be responsible for the development and integration of new business processes into CENIC's existing structure and will coordinate with functional teams internally and at subscriber sites to ensure the successful completion of all deliverables related to CENIC VoIP services.

Duties and Responsibilities:

• Primary accountability for all VoIP services and service deliverables.
• Collaborate effectively with other staff and workgroups, including interaction with the appropriate managers to plan, implement, and manage VoIP services while ensuring that VoIP services make optimal use of existing CENIC business processes and conform to existing CENIC policies and procedures.
• Manage relationships with various providers, including coordination on procurement, contractual, and technical issues.
• Supervise VoIP staff, including:
  • creation of work schedules;
  • day-to-day oversight of staff;
  • development of staff training plans, including recommendations to the Director for staff recruitment, retention, growth, and career development;
  • development of performance improvement plans for under-performing staff as deemed appropriate; and
  • completion of annual performance reviews.
• Provide consultation to the staff at subscriber sites in developing deployment/transition plans in support of CENIC-provided VoIP services.
• Provide leadership in development of VoIP documentation and training materials for internal CENIC staff and staff at subscriber sites, and allocate resources to provide in-person and/or on-line training as required.
• Coordinate with site contacts at subscriber sites that are migrating to the CENIC VoIP Service. Manage issues and interactions between site contacts and internal and external staff on contractual issues, project logistics, and third-party services. Coordinate with third-party project leaders and CENIC technical staff to ensure timely delivery of services and customer satisfaction.
• Provide support to CENIC staff in identifying and addressing chronic site problems and recommending training and/or policy changes that could contribute to problem resolution, as well as escalating issues to senior management as appropriate.
• Serve as escalation point on chronic problems with hardware or software. Coordinate with third-party providers, including addressing service quality issues and escalating issues with the provider's management team as appropriate.
• Participate as an active member of the CENIC DC-TAC VoIP Committee. Advise the committee on adoption rates, effectiveness of services, and other VoIP issues, offering recommendations for modification of services or policies as appropriate. Participate on sub-committees as required. Perform research and analysis as requested by the Committee.
• Other duties as assigned.

Job Requirements:

• Education and Experience:
  • Four-year degree or equivalent work experience
  • Strong supervisorial experience
  • Experience with enterprise telephone systems and/or VoIP technology
  • Demonstrable success in leading large-scale technology conversions
  • Demonstrable success with developing and managing services for a broad customer bases
  • Experience working in a team-oriented, highly collaborative environment


• Skills and Technical Knowledge:
  • Strong understanding of telephone systems and how they are used in large administrative and academic environments
  • Basic understanding of current VoIP network protocols and standards
  • Basic understanding of network security, firewall and VPN technologies
  • Familiarity with standard technical troubleshooting methods
  • Proven ability to manage large-scale projects, including development of project plans, coordination with multiple internal and external groups, and excellent project management skills
  • Ability to prioritize and execute tasks in a high-pressure environment, able to balance multiple projects and tasks and complete them successfully and within timelines
  • Strong written and oral communications skills, including experience with development of training materials and documentation in support of service delivery
  • Strong interpersonal skills, with focus on customer service
  • Highly self-motivated, self-directed, and accountable


• Special Conditions of Employment:
  • Requires work outside standard business day in support of 24x7x365 service availability
  • Valid non-commercial Class C California driver's license or equivalent license recognized by the State of California
  • Ability to travel as required

Please send your resumes with salary history or current salary. Resumes can be sent to:

CENIC
16700 Valley View Ave. Suite 400
La Mirada, California 90638
Attn: VoIP Manager

or via e-mail to jobs@cenic.org. "VoIP Manager" must in the subject of the e-mail. Applications will be accepted until the position is filled. Salary is commensurate with qualifications and experience.

This position will be open until filled. Applications will be accepted until the position is filled.

CENIC is an equal opportunity employer.