Tala

Global Telephony Manager

Tala

full-time

Posted on:

Origin:  • 🇲🇽 Mexico

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Job Level

SeniorLead

Tech Stack

AWSVoIP

About the role

  • Engineer, support, and manage Tala's global telephony environment ensuring high availability (99.9% uptime) and scalability
  • Drive a multi-channel strategy for customer contactability beyond telephony
  • Maintain VoIP Infrastructure, Asterisk PBXs, Five9 call center systems, and call recording systems for global Operations
  • Maintain high quality and availability for all voice systems and proactively monitor performance
  • Support architecture tasks and collaborate with Operations and Shared Services on unified communications platform
  • Evaluate and implement AI-based tools for call transcribing and call quality analysis
  • Lead and develop a global telephony engineering team, set performance goals, and provide mentorship
  • Manage vendor and partner relationships globally, negotiate contracts, and ensure SLAs are met
  • Serve as liaison between telephony and product teams to translate business needs into technical requirements
  • Provide hands-on technical support and participate in global on-call rotation for critical telephony issues

Requirements

  • 7+ years of experience in managing and maintaining complex telephony systems, specifically in a call center environment.
  • Deep understanding of VoIP technologies, including SIP, GSM, and RTP.
  • Understanding of using multi channel methods like email, messaging etc in a contact center
  • Vendor negotiation and management especially with telcos in multiple geographies such as Latin America, Asia and Africa
  • Extensive experience with global call center architectures, involving AWS solutions that help with transcribing and call quality using AI
  • Experience with dialer platforms e.g., Five9, Genesys is highly desirable.
  • Strong troubleshooting and problem-solving skills.
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