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Position SummaryWe are seeking a highly skilled Bilingual (Spanish/English) Telecom Manager to lead, optimize, and secure all telecommunications infrastructure supporting a 500-agent BPO call center.
This role is responsible for maintaining 99.9%+ system uptime, delivering exceptional call quality, managing telecom vendors and expenses, and supporting high-volume inbound and outbound operations.
The Telecom Manager is critical to meeting SLAs, ensuring client satisfaction, and maintaining uninterrupted business operations.Key ResponsibilitiesOversee and support all telecom systems, including VoIP, PBX (cloud and on-premise), SIP trunks, and carrier networks.Design, implement, and maintain dial plans, call routing strategies, and ACD configurations.Ensure high availability through redundancy and failover solutions for up to 500 concurrent agents.Monitor system capacity and proactively plan for future infrastructure needs.Manage and optimize ACD, IVR, predictive dialers, and call recording platforms.Track and improve call quality metrics (latency, jitter, packet loss)



through QoS configurations.Diagnose and resolve telecom issues such as dropped calls, routing errors, and connectivity disruptions in real time.Develop, test, and maintain disaster recovery and business continuity plans.Lead incident response efforts during outages and communicate effectively with internal and external stakeholders.Manage telecom vendors, negotiate contracts, and control costs to improve cost efficiency per agent.Prepare and present telecom performance, capacity, and cost reports to executive leadership.Required QualificationsMinimum of 5 years of telecom experience within a call center or BPO environment.Strong expertise in VoIP, SIP, and PBX technologies.Proven experience supporting 500+ concurrent agents.Demonstrated ability to troubleshoot complex issues in live production environments.Experience managing telecom vendors and servi
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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b24jm

📌 Bilingual (Spanish/English) Telecom Manager (Bogotá)
🏢 Covisian
📍 Bogotá