MS - IT Infra Cloud - Manager - Telecom Voice Lead - Operate

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime.

Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
  
  

• Lead and manage Telecom and Voice Support services across enterprise environments, ensuring high availability, performance, and reliability of telephony, unified communications, and contact center platforms. Oversee operations, incident management, vendor coordination, and continuous improvement initiatives to support 24x7 business-critical communication services. Minimum Degree Required: Bachelors Degree Preferred: Bachelors or master’s in Computer Science, Engineering, or related field Minimum Years of Experience: 6
• 9 year(s) Certifications Required:
• Cisco CCNP Collaboration or equivalent;
• ITIL v4 Foundation;
• Vendor certifications in VoIP/UC platforms (Cisco, Avaya, Microsoft Teams Voice); Certifications Preferred:
• CCIE Collaboration;
• Microsoft Teams Voice Engineer;
• Avaya or Genesys certifications;
• AWS/Azure networking certifications; Required / Mandatory Knowledge/Skills: Lead, coach and develop a team of telecom and voice engineers; establish objectives, KPIs, and performance metrics; Manage enterprise voice infrastructure including VoIP, SIP, PBX, unified communications, and contact center platforms; Oversee telephony platforms such as Cisco CUCM, Unity, UCCX/UCCE, Avaya, Genesys, and Microsoft Teams Voice; Ensure high availability and performance of voice systems including call routing, dial plans, and session management; Manage telecom carriers, SIP trunk providers, and vendor relationships; Lead incident management and participate in major incident (MIM) calls for voice outages; Perform root cause analysis (RCA) and implement preventive measures for recurring voice issues; Oversee QoS implementation, latency, jitter, and packet loss optimization for voice traffic; Manage number provisioning, call flows, IVR systems, and contact center configurations; Ensure compliance with regulatory and security requirements (e.g., HIPAA, PCI) for voice systems; Drive automation and monitoring improvements for telecom and voice environments; Collaborate with network, security, and application teams to ensure end-to-end service delivery; Establish SLAs, OLAs, and performance metrics for telecom services; Develop and maintain documentation including runbooks, call flow diagrams, and architecture designs; Preferred Knowledge/Skills: Demonstrates strong expertise in unified communications and contact center technologies; Demonstrates ability to lead cross-functional teams and manage complex environments; Demonstrates strong analytical and troubleshooting capabilities; Demonstrates excellent communication and stakeholder management skills;