About this role
Corp-Telephony Lead/SME/DC POTs (L4)
Corporate Telecommunications • Lead (8+ years) • 24/7 Operations
Role Overview
The Corp Telephony Lead, SME, and DC POTS L4+ Expert serves as the ultimate escalation point and authority for enterprise voice, PSTN/analog copper connectivity (POTS), and unified communications. This role is responsible for driving architecture strategy, overseeing critical line deployments (e.g., life-safety, out-of-band management, emergency circuits), leading advanced Tier-4 escalation resolutions, and managing carrier relationships to ensure system availability and strict SLA adherence.
Key Responsibilities
- Platform Leadership & SME Management: Act as the technical SME for enterprise voice systems and physical infrastructure, leading architectural standards, system integrations, and modernization paths for legacy PSTN/POTS systems.
- POTS & Infrastructure: Direct the design, installation, and lifecycle of analog circuits, copper infrastructure, POTS lines, Out-of-Band (OOB) modem access, fire/safety alarm panels, and emergency lines.
- L4+ Tier Incident Escalation: Serve as the final technical escalation level for critical, complex outages across enterprise VoIP platforms, Session Border Controllers (SBCs), SIP trunks, and physical POTS infrastructure failures.
- Vendor & Carrier Management: Oversee technical relationships with regional and global telecom carriers, enforcing strict SLAs for circuit deliveries, repairs, and legacy PSTN line migrations.
- Documentation & Governance: Develop, publish, and audit enterprise telephony architecture guides, disaster recovery plans, POTS line inventories, and Standard Operating Procedures (SOPs).
Required Skills & Qualifications
- Telephony & Protocol Expertise: In-depth knowledge of analog POTS hardware/wiring (RJ11/RJ21, punch-down blocks, 66/110 blocks), FXS/FXO gateways, SIP signaling, RTP/SRTP, Session Border Controllers (SBCs), and PSTN signaling.
- Networking Fundamentals: Comprehensive understanding of enterprise network architecture, OSI model, TCP/IP, DNS, DHCP, VPNs, VLANs, and firewall policies for real-time voice media.
- Operations: Demonstrated experience managing voice and analog communications infrastructure within critical environments, including out-of-band (OOB) serial access networks.
- Diagnostic Tools: Advanced mastery of packet analyzers (e.g., Wireshark SIP traces), analog line testing equipment (butt sets, TDRs, voltmeters), and ITSM systems like ServiceNow or Jira.
- Communication & Crisis Management: Clear written and verbal English communication for guiding bridge calls, leading incident response during major outages, and managing vendor relationships.
- Education: Bachelor’s degree in Electrical Engineering, Computer Science, Telecommunications, or equivalent work experience.
- Experience: 8+ years of experience managing enterprise voice platforms, carrier circuits, infrastructure, and legacy POTS/analog telephone systems.
- Certifications (Preferred): Cisco CCNP/CCIE Collaboration, Avaya Certified Solutions Expert (ACSE), BICSI Telecommunications/ Certifications, or ITIL v4.
Physical Demand & Work Environment
- Must have the ability to perform office-related tasks, which may include prolonged sitting or standing.
- Must have the ability to move from place to place within an office and environment.
- Must be able to use a computer.
- Must have the ability to communicate effectively.
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.