Role Overview: 

We are looking for a Manager Enterprise Telephony & Contact Center Engineering to lead the transformation of our enterprise telephony and contact center environment across multiple countries and locations.
In this strategic role, you will be responsible for shaping the future communications architecture, overseeing complex system integrations, and building strong internal technical capabilities in close cooperation with external partners.

You will play a key role in a large-scale modernization program supporting over 3,000 users across 40+ locations in six countries, ensuring stable, secure, and scalable communication services.

Key Responsibilities: 

• Design and implement next-generation enterprise telephony and contact center architecture (UC, VoIP, CCaaS)
• Lead the technical stream of multi-country rollout and modernization initiatives
• Act as the internal technical authority and main counterpart for external service providers (e.g., telecom and CCaaS vendors)
• Develop monitoring, support processes, and documentation to strengthen in-house expertise
• Optimize call flows, IVR logic, routing strategies, and system integrations (CRM, service platforms)
• Ensure high availability, performance, security, and compliance of communication platforms across all locations
• Drive continuous improvement of service quality and operational efficiency

Requirements: 

• Minimum 3 years of experience in enterprise telephony (VoIP, SIP, SBCs, PBX) and/or contact center platforms
  (e.g., Genesys, NICE, Avaya, Cisco, Amazon Connect or similar)
• Proven experience in delivering large-scale UC or telephony transformation projects
• Strong hands-on technical and administrative skills combined with architectural and strategic thinking
• Experience in managing global vendors and complex integration environments
• Good understanding of networking concepts (QoS, WAN, routing), APIs, reporting and system integrations
• Strong communication skills and ability to manage multiple stakeholders in an international environment

Nice to Have: 

• Certifications related to UC/telephony platforms or ITIL
• Experience in advanced troubleshooting, including network disruptions and port conflicts
• Background in multi-country environments and customer service operations
• Familiarity with AI and automation features in modern contact center platforms

We offer:

• Participation in high-impact international IT transformation programs
• Opportunities to shape enterprise-scale communication architecture
• Professional development and certification support
• Hybrid working model
• Stable employment in an international organization
• Competitive compensation and benefits package