Manager, Telecom Operations, Amazon Connect

Description

As part of the AWS Applied AI Solutions organization, our vision is to provide business applications leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ success through delivery of intuitive and differentiated technology solutions which solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

Amazon Connect Telecom Engineering is seeking an experienced Operations Manager to lead a global team of engineers focused on telecom infrastructure operations. This role will manage the operational support for Amazon Connect’s telecom infrastructure, specifically Voice/SIP technologies, ensuring reliable delivery of voice services and telecommunications systems that connect millions of customer interactions worldwide.

The Connect Telecom Engineering team is responsible for provisioning and maintaining connectivity to global telecom carriers, managing the backend telecom infrastructure, and troubleshooting customer issues related to telephony. The SBC (Session Border Controller) service is owned by the team and is used to route calls between Amazon Connect and telecom carriers.

Key job responsibilities

Team Leadership & Management

• Lead and develop a global team of engineers supporting telecom infrastructure operations across multiple time zones
• Participate in and manage 24/7 escalation on-call rotations to ensure continuous operational coverage

Operational Excellence

• Oversee 24/7 support operations for SIP technologies, carrier management, and telecom infrastructure
• Manage high-severity (Sev-2) and low-severity ticket queues, ensuring SLA compliance and timely resolution
• Manage incident response and coordinate with carrier partners for issue resolution
• Drive operational efficiency through process improvements and automation
• Own the Major Incident Management process for telecom-related events affecting multiple customers

Technical Leadership

• Provide technical guidance on SIP technologies, carrier routing, Session Border Controllers (SBC), and telecommunications infrastructure
• Work across service teams to set technical priorities and solve operational design problems
• Influence product roadmaps to yield measurable improvements to customer experience
• Handle complex and critical escalations requiring deep telecom expertise
• Coordinate with global telecom carriers on support issues

Strategic Planning & Execution

• Partner with leadership to align team execution with organizational objectives
• Develop and track metrics to measure team performance and service quality
• Drive continuous improvement initiatives to reduce risk and improve service reliability

About the team

Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job below, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth – We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance – We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

• 5+ years of managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams experience
• Experience in engineering teams management in a fast-paced operations environment
• Experience driving projects to improve operations and support-related processes
• 2+ years of mission critical, 24×7 operations experience
• Experience with telecom infrastructure including SIP, carrier management, Session Border Controllers (SBC), and call routing

Preferred Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related technical field
• Experience handling large enterprise technical customer escalations
• Experience in AWS services
• Experience in project and program management and delivering key business outcomes

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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