Director, Voice Engineering & Operations

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers and each other better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary
The Director of Voice Engineering & Operations will be a key part of the Engineering team responsible for the management and leadership of a multi-location team of corporate Voice Engineers & Operations Specialist tasked with the day-to-day engineering & operations of Voice services.

Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Management and motivation of all members of the Voice Engineering & Operations team
Responsible for the Voice VoIP &TDM Networks, including Voice Mail system, and ensuring optimization for:
o least cost routing, capacity, reliability & software updates
o planning & executing the migrations of Voice services, including Voice Mail, from the TDM to the VoIP switches
o Tier 3 Support, which is the highest level of escalation, of network issues in conjunction with the NOC
Responsible for Voice network Operations work activities, as listed below, and ensuring they are performed efficiently & accurately:
o E911 & NG911
o Voice Mail
o Operator Services & Directory assistance
o Stir/Shaken & Robo Call mitigation
o SS7 network
o LERG Updates along with its associated translation changes
o CALEA
o Tracebacks
Management and cultivation of relationships with internal client groups such as Marketing, Sales, Products, Call Centers, NOC, IT & Regulatory
Management of all Voice Engineering & Operations vendors related to the day-to-day care & feeding of the Voice network
Project management of corporate initiatives from conceptual stage through completion including issue identification & resolution, progress reporting, budget tracking & ongoing operational excellence
Oversee Voice network capital budget process & planning within Engineering
Mentor, coach, review performance & develop team members to pursue their management or technical career track
Performs other duties as required to support the business and evolving organization.

Qualifications:
High school diploma or GED required.
Bachelor's Degree, or higher, in related field; or equivalent combination of education and experience required.
Minimum of fifteen (15) years of experience in voice engineering or telecommunications
Minimum of ten (10) years in a leadership or management role overseeing technical teams.
Experience in a Class 4 or 5 TDM/Soft Switch/Hybrid Central Office environment such as Metaswitch, Lucent 5ESS, Nortel DMS10,100, Lucent GTD5, and Siemens DCO a plus
Experience with network monitoring, management and troubleshooting with various tools such as Packet Sniffer utilities, Wireshark and Metaswitch SAS a plus
Experience with hosted and cloud-based voice applications and services preferred
Experience in designing, installing and maintaining secure IP networks preferred
Understanding of feature delivery in VoIP environment (hosted services, SIP trunking, PRI trunking via IAD, VoIP CPE, enhanced business features, etc.)
Understanding of VoIP protocols, SIP signaling with emphasis on RTP and SDP, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af), and packet tagging mechanisms
Excellent written and verbal communication skills across all levels (team members, peers & senior management)

Knowledge, Skills, and Abilities:
Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
Strong verbal and written communication, attention to detail, and organizational skills.
Ability to work within critical deadlines.
Ability to adjust to rapidly changing priorities and schedules.
Ability to provide excellent customer service.

Work Authorization
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment
Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO
Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.