Manager, Voice Network

Role Overview

The Manager, Voice Network is responsible for the strategy, operations, and continuous improvement of the enterprise voice and unified communications services for a healthcare organization. Leads a team of Telecomm Engineers to deliver highly available, secure, and compliant voice capabilities that support Contact Center operations.

Work Arrangement

• This is a hybrid, office based position working in our Ellis Preserve office located in Newtown Square, PA. Office days are Tuesday, Wednesday, and Thursday; Remote days are Monday and Friday.

Responsibilities

• Provide people leadership for Voice Engineers -- Voice Leads and contract resources (hiring, onboarding, coaching, performance management, career development, workforce planning)

• Own the operational health of voice services (UC/VoIP, contact center, SBCs/gateways, call routing, voicemail, E911, carrier services), ensuring availability, resiliency, and quality

• Lead design, engineering standards, and lifecycle management for voice/network components (architecture, capacity planning, patching/upgrades, configuration baselines, end-of-life remediation, vendor best practices)

• Drive incident, problem, and change management for voice services; provide escalation leadership, root-cause analysis, post-incident reviews, and continuous improvement to reduce repeat issues. Maintain the Team SLO's for the Telecomm department

Education and Experience

• At least five (5) or more years of Enterprise voice/UC/VoIP engineering and operations experience, including leadership of technical resources

• Deep knowledge of enterprise VoIP/UC platforms, SIP, dial plans, call routing, SBCs/gateways, and voice quality/QoS

• Experience supporting contact center technologies and integrations (CRM/EMR as applicable), call recording, and workforce/agent telephony

• Ability to lead across teams (Network, Security, End User Computing, Clinical apps, Service Desk) and communicate effectively with non-technical stakeholders

• Strong ITSM practices (incident/problem/change), documentation discipline, and experience operating within regulated environments

• Bachelor's Degree required

• Master's Degree: Information Systems, Computer Science, Engineering, Healthcare Informatics, or related field; and/or 8+ years of progressive voice/UC experience including people leadership

Benefits

Flexible work solutions including remote options, hybrid work schedules, Competitive pay, Paid time off including holidays and volunteer events, Health insurance coverage for you and your dependents on Day 1, 401(k) Tuition reimbursement and more.

About AmeriHealth Caritas

Your career starts now. We're looking for the next generation of health care leaders.

At AmeriHealth Caritas, we're passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we'd like to hear from you.

Headquartered in Newtown Square, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services.

Discover more about us at www.amerihealthcaritas.com.

As a company, we support internal diversity through:

Recruiting. We are an equal opportunity employer. We do not discriminate on the basis of age, race, ethnicity, gender, religion, sexual orientation, or disability. Our inclusive, equitable approach to recruiting and hiring reinforces our commitment to DEI.

Remote Work Requirements

For roles that are 100% remote or hybrid, you must have access to a reliable high-speed internet connection to support daily job responsibilities. A minimum bandwidth of 50 Mbps download and 5 Mbps upload is required. Those fully remote associates residing in states where service is required by contract, law, or regulation will be allowed to submit for reimbursement.