Manager

• 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

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