Manager, Global Telephony

Digital Realty is a leading provider of data center, colocation, and interconnection solutions. The Manager of Global Telephony is responsible for strategic leadership and operational excellence of the global voice and telephony ecosystem, overseeing the implementation and support of enterprise voice solutions and ensuring reliable global voice services.

Responsibilities

• Develop and execute the global telephony strategy aligned with business objectives, technology modernization efforts, and digital transformation goals
• Evaluate emerging technologies and industry trends to continually improve voice and communication capabilities
• Drive standardization of telephony platforms, processes, and security controls across all global regions
• Lead the design, deployment, and optimization of global telephony systems including cloud telephony (e.g., Microsoft Teams Phone, Zoom Phone, Cisco Webex), SIP trunks, SBCs, voicemail platforms, and call-routing architectures
• Oversee integration of telephony systems with CRM, ticketing, collaboration tools, and contact center platforms
• Establish KPIs, monitoring frameworks, and performance standards to ensure high availability and superior call quality
• Manage a globally distributed team of telephony engineers, specialists, and support staff
• Ensure 24/7 operational reliability, incident response, and problem resolution of voice services
• Lead the lifecycle management of telephony hardware, licenses, carriers, SIP services, and cloud subscriptions
• Serve as the primary global liaison to telco providers, SIP carriers, equipment vendors, and technology partners
• Negotiate global contracts, SLAs, and pricing structures to optimize cost and performance
• Develop and manage annual budgets, forecasts, and investment plans for telephony services
• Ensure all voice services adhere to global regulatory, privacy, and security requirements (e.g., E911, GDPR, PCI)
• Partner with InfoSec to implement secure voice architectures, fraud prevention controls, and threat monitoring
• Maintain comprehensive documentation, operational procedures, and disaster recovery plans
• Partner with IT leadership, Network Engineering, Contact Center Operations, and Business Units to support global voice initiatives
• Serve as a subject-matter expert to stakeholders regarding telephony capabilities, best practices, and technology decisions

Skills

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or related field
• 8–12+ years of direct telephony/voice engineering experience, with at least 5 years in a senior or global leadership role
• Proven expertise in enterprise voice technologies such as SIP, VoIP, SBCs, DID management, and cloud telephony platforms
• Experience with global deployments and operations across multiple regions and time zones
• Strong understanding of call center technologies is a plus
• Demonstrated success managing multimillion-dollar budgets and vendor/carrier relationships
• Excellent communication, leadership, and change management skills
• Industry certifications (e.g., CCNP Collaboration, Microsoft Teams Voice Engineer, Ribbon/Sonus certifications)
• Experience leading voice modernization or telephony cloud-migration initiatives
• Strong analytical and problem-solving skills with a data-driven mindset
• Ability to work effectively in a fast-paced, matrixed, global environment

Benefits

• Excellent benefits

Company Overview

• Digital Realty is a data center platform, delivering customized data analysis solutions to businesses. It was founded in 2004, and is headquartered in Austin, Texas, USA, with a workforce of 1001-5000 employees. Its website is http://www.digitalrealty.com.

Company H1B Sponsorship

• Digital Realty has a track record of offering H1B sponsorships, with 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.