Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
In partnership with our head of compliance, ensure outbound calling activities comply with FCC, TCPA, STIR/SHAKEN, and other telecom regulations. Stay ahead of evolving compliance requirements.
Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.

Requirements

5+ years of experience in carrier management teams, telecom operations, or voice infrastructure in a SaaS, CPaaS, or telecom company.
2+ years of people management experience leading technical or operational teams.
Leadership experience in managing and scaling carrier relations teams while ensuring cross functional collaboration with technical, compliance, and customer success teams.
Proven experience in telecommunications, carrier management, or vendor relations within an outbound contact center, CCaaS, or VoIP environment.
Strong understanding of the challenges and requirements of managing telco carriers for large scale outbound contact centers, with expertise in:
SIP (Session Initiation Protocol)
Least Cost Routing (LCR)
SBCs (Session Border Controllers)
SIP Trunking
Call Detail Records (CDR) Analysis
ASR (Answer-Seizure Ratio) and ACD (Average Call Duration) Metrics o Codec Optimization (e.g., G.711, G.729) o Egress/Ingress Routing and Packet Loss Compensation Algorithms
Excellent negotiation skills, with a track record of securing favorable agreements that support both business goals and customer needs.
Familiarity with compliance frameworks including STIR/SHAKEN, TCPA, and international calling rules.
Experience managing carrier contracts, costs, and SLAs.
Excellent problem-solving and troubleshooting skills with real-time voice traffic.
Strong vendor management and negotiation skills.

Benefits

Competitive compensation package
Stock options
100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
Affordable Vision plan and optional FSA
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
401k program with generous company match
No cost Employee Assistance Program and Travel Assistance
Monthly Gym membership reimbursement
Monthly credits toward food & beverage
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)
And a team of highly experienced and kind colleagues!
HQ Office:
Casual office environment & dress
Daily catered lunches
Fully stocked kitchen (Dietary restriction-friendly)
Happy Hours
Monthly Massages
On-site Car Wash
Free Parking

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SIPLeast Cost RoutingSBCsSIP TrunkingCall Detail Records AnalysisASRACDCodec OptimizationEgress RoutingIngress Routing

Soft Skills

leadershipnegotiationproblem-solvingtroubleshootingmentoringcoachingrelationship buildingaccountabilitycontinuous improvementcross-functional collaboration