We are seeking a highly skilled Bilingual (Spanish/English) Telecom Manager to lead, optimize, and secure all telecommunications infrastructure supporting a 500-agent BPO call center. This role is responsible for maintaining 99.9%+ system uptime, delivering exceptional call quality, managing telecom vendors and expenses, and supporting high-volume inbound and outbound operations. The Telecom Manager is critical to meeting SLAs, ensuring client satisfaction, and maintaining uninterrupted business operations.

Key Responsibilities

• Oversee and support all telecom systems, including VoIP, PBX (cloud and on-premise), SIP trunks, and carrier networks.
• Design, implement, and maintain dial plans, call routing strategies, and ACD configurations.
• Ensure high availability through redundancy and failover solutions for up to 500 concurrent agents.
• Monitor system capacity and proactively plan for future infrastructure needs.
• Manag...