<p>Position Title: Manager, Global Telephony</p> <p>Your role</p> <p>The Manager of Global Telephony is responsible for the strategic leadership, design, optimization, and operational excellence of the organization's global voice and telephony ecosystem. This role oversees the planning, implementation, and support of enterprise voice solutions-including cloud telephony platforms, contact center technologies, SIP infrastructure, and unified communications-ensuring reliable, scalable, and secure global voice services. The ideal candidate is a hands-on technical leader with strong business acumen, exceptional vendor management skills, and experience operating in large, complex multinational environments.</p> <p>What you'll do</p> <p>Strategic Leadership & Planning</p> <ul> <li>Develop and execute the global telephony strategy aligned with business objectives, technology modernization efforts, and digital transformation goals. </li><li>Evaluate emerging technologies and industry trends to continually improve voice and communication capabilities. </li><li>Drive standardization of telephony platforms, processes, and security controls across all global regions. </li></ul> <p>Technical Ownership & Architecture</p> <ul> <li>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. </li><li>Oversee integration of telephony systems with CRM, ticketing, collaboration tools, and contact center platforms. </li><li>Establish KPIs, monitoring frameworks, and performance standards to ensure high availability and superior call quality. </li></ul> <p>Global Operations & Support</p> <ul> <li>Manage a globally distributed team of telephony engineers, specialists, and support staff. </li><li>Ensure 24/7 operational reliability, incident response, and problem resolution of voice services. </li><li>Lead the lifecycle management of telephony hardware, licenses, carriers, SIP services, and cloud subscriptions. </li></ul> <p>Vendor, Carrier & Budget Management</p> <ul> <li>Serve as the primary global liaison to telco providers, SIP carriers, equipment vendors, and technology partners. </li><li>Negotiate global contracts, SLAs, and pricing structures to optimize cost and performance. </li><li>Develop and manage annual budgets, forecasts, and investment plans for telephony services. </li></ul> <p>Governance, Security & Compliance</p> <ul> <li>Ensure all voice services adhere to global regulatory, privacy, and security requirements (e.g., E911, GDPR, PCI). </li><li>Partner with InfoSec to implement secure voice architectures, fraud prevention controls, and threat monitoring. </li><li>Maintain comprehensive documentation, operational procedures, and disaster recovery plans. </li></ul> <p>Cross-Functional Collaboration</p> <ul> <li>Partner with IT leadership, Network Engineering, Contact Center Operations, and Business Units to support global voice initiatives. </li><li>Serve as a subject-matter expert to stakeholders regarding telephony capabilities, best practices, and technology decisions. </li></ul> <p>What you'll need</p> <ul> <li>Bachelor's degree in Information Technology, Telecommunications, Computer Science, or related field. </li><li>8-12+ years of direct telephony/voice engineering experience, with at least 5 years in a senior or global leadership role. </li><li>Proven expertise in enterprise voice technologies such as SIP, VoIP, SBCs, DID management, and cloud telephony platforms. </li><li>Experience with global deployments and operations across multiple regions and time zones. </li><li>Strong understanding of call center technologies is a plus. </li><li>Demonstrated success managing multimillion-dollar budgets and vendor/carrier relationships. </li><li>Excellent communication, leadership, and change management skills. </li></ul> <p>Preferred Skills & Competencies</p> <ul> <li>Industry certifications (e.g., CCNP Collaboration, Microsoft Teams Voice Engineer, Ribbon/Sonus certifications). </li><li>Experience leading voice modernization or telephony cloud-migration initiatives. </li><li>Strong analytical and problem-solving skills with a data-driven mindset. </li><li>Ability to work effectively in a fast-paced, matrixed, global environment. </li></ul> <p>A bit about us</p> <p>Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.</p> <p>To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.</p> <p>A bit about our team</p> <p>Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it's a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.</p> <p>What we can offer you</p> <p>Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.</p> <p>Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us.</p> <p>Apply today, take charge of your career and grow your talents with us.</p> <p>Health and Safety</p> <p>Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.</p> <p>Our Compensation Philosophy</p> <p>Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.</p>