Position Summary

We 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 Responsibilities
- Oversee 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 Qualifications
- Minimum 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

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