Microsoft Teams Voice, Conferencing, Azure and AI Services
Position Summary
We are seeking an experienced Telecommunications Technical Operations & Project Manager to oversee enterprise Microsoft Teams Voice and Conferencing services while supporting the management, governance, and continued expansion of Microsoft Azure and AI services.
This role combines hands-on technical leadership, operational service management, vendor coordination, and project delivery. The ideal candidate has experience supporting Microsoft Teams Phone and conferencing solutions in a large, global enterprise environment and can manage complex initiatives involving multiple business units, technical teams, service providers, and technology vendors.
The successful candidate will ensure that voice, conferencing, Azure, and AI services remain secure, reliable, scalable, cost-effective, and aligned with enterprise business requirements.
Key Responsibilities
1Microsoft Teams Voice and Conferencing Operations
• Oversee the daily operation and support of Microsoft Teams Phone, Audio Conferencing, Teams Rooms, and related unified communications services.
• Manage enterprise voice capabilities, including Direct Routing, Operator Connect, Microsoft Calling Plans, SIP connectivity, Session Border Controllers, and PSTN services.
• Coordinate incident response, escalation, root-cause analysis, problem management, and service-restoration activities.
• Monitor call quality, service availability, capacity, utilization, and performance using Microsoft Teams Admin Center, Call Quality Dashboard, Call Analytics, Azure Monitor, and related tools.
• Support enterprise dial plans, voice-routing policies, emergency calling, number management, call queues, auto attendants, voicemail, and conferencing policies.
• Coordinate moves, additions, changes, migrations, upgrades, and service deployments across multiple locations.
• Provide oversight for Microsoft Teams Rooms, conference-room technology, and meeting services.
• Develop and maintain operational procedures, support documentation, knowledge articles, escalation paths, and service runbooks.
• Identify recurring service issues and lead corrective and preventive actions.
• Coordinate with telecommunications carriers, managed service providers, equipment manufacturers, and Microsoft support.
• Track service-level agreements, operational performance, support tickets, vendor commitments, and unresolved risks.
2 Azure Environment Management
• Support the operation and governance of enterprise Microsoft Azure environments.
• Coordinate Azure subscription management, resource organization, identity and access, role-based access control, policy compliance, monitoring, backup, and disaster-recovery readiness.
• Work with cloud, security, networking, and application teams to ensure Azure services are properly configured, documented, monitored, and supported.
• Assist with Azure networking, including virtual networks, private endpoints, DNS, connectivity, firewalls, and hybrid-cloud dependencies.
• Monitor Azure consumption, licensing, budgets, resource utilization, and cost-optimization opportunities.
• Support Azure incident management, change control, capacity planning, lifecycle management, and service-improvement initiatives.
• Maintain current inventories of Azure resources, technical dependencies, service owners, support contacts, and renewal requirements.
• Ensure operational changes follow established security, governance, and change-management standards.
3 Azure AI and Enterprise AI Services
• Help coordinate the deployment and operational management of Azure AI services, Azure OpenAI Service, Microsoft Foundry, Copilot-related capabilities, and supporting data services.
• Work with architecture, security, compliance, and application teams to establish appropriate access controls, monitoring, logging, data-protection standards, and responsible-AI practices.
• Track AI service usage, capacity, model deployments, performance, availability, and consumption costs.
• Coordinate AI proof-of-concept, pilot, testing, production-readiness, and operational-transition activities.
• Assist in developing support models, governance procedures, service documentation, and escalation processes for AI solutions.
• Ensure AI services are introduced through controlled, secure, measurable, and supportable enterprise processes.
4 Project and Program Management
• Lead telecommunications, Microsoft Teams, Azure, and AI initiatives from discovery through implementation and operational handoff.
• Develop project plans, schedules, milestones, budgets, resource plans, risk registers, and status reports.
• Coordinate technical resources, business stakeholders, vendors, carriers, and service providers.
• Facilitate technical workshops, project meetings, operational reviews, and executive-status discussions.
• Track decisions, dependencies, risks, issues, action items, and deliverables through completion.
• Translate business requirements into technical workstreams and measurable acceptance criteria.
• Manage testing, change control, communications, deployment planning, validation, and post-implementation support.
• Ensure solutions are delivered on schedule, within scope, and according to enterprise security and operational standards.
• Maintain accurate project documentation and provide clear reporting on progress, risks, costs, and required decisions.
5 Service Governance and Continuous Improvement
• Establish operational metrics and key performance indicators for voice, conferencing, Azure, and AI services.
• Prepare recurring service reviews covering availability, performance, incidents, call quality, capacity, costs, vendor performance, and open risks.
• Support technology roadmaps, lifecycle planning, renewal planning, licensing reviews, and budget development.
• Identify automation opportunities using PowerShell, Microsoft Graph, Power Platform, Azure Automation, and related technologies.
• Recommend improvements that increase reliability, improve user experience, reduce operational risk, and control costs.
• Ensure services comply with enterprise security, privacy, records-management, and regulatory requirements.
6 Required Qualifications
• Bachelor’s degree in information technology, telecommunications, computer science, engineering, business, or a related field, or equivalent professional experience.
• Seven or more years of experience in telecommunications, unified communications, cloud operations, infrastructure, or enterprise IT.
• Three or more years of experience supporting Microsoft Teams Phone, Teams conferencing, or enterprise unified communications.
• Demonstrated experience managing technology projects in a large, complex enterprise environment.
• Working knowledge of Microsoft Teams Admin Center, Microsoft 365 administration, Call Quality Dashboard, and Teams Call Analytics.
• Experience with Direct Routing, Operator Connect, SIP, SBCs, PSTN services, dial plans, number management, emergency calling, call queues, and auto attendants.
• Experience coordinating technical vendors, telecommunications carriers, managed service providers, and Microsoft support.
• Working knowledge of Microsoft Azure administration, monitoring, identity, networking, governance, and cost management.
• Experience applying IT service-management practices to incident, problem, change, capacity, and service-level management.
• Strong project-management skills, including scheduling, risk management, budget tracking, stakeholder coordination, and executive reporting.
• Strong written and verbal communication skills, with the ability to explain technical issues to both technical and nontechnical stakeholders.
• Ability to manage multiple operational priorities and projects in a highly visible enterprise environment.
7 Preferred Qualifications
• Experience supporting global, highly regulated, healthcare, pharmaceutical, life-sciences, financial-services, or government environments.
• Experience with AudioCodes, Ribbon, Cisco, Session Border Controllers, telecommunications carriers, or enterprise contact-center technologies.
• Experience supporting Microsoft Teams Rooms and enterprise meeting-room technology.
• Experience with Azure OpenAI Service, Microsoft Foundry, Copilot, enterprise search, AI agents, or other Azure AI services.
• Familiarity with responsible-AI governance, data protection, model monitoring, and AI consumption management.
• Experience using PowerShell, Microsoft Graph, Kusto Query Language, Azure Monitor, Log Analytics, or Power BI.
• Experience with Azure Policy, Microsoft Entra ID, Microsoft Defender for Cloud, Microsoft Purview, and cloud security controls.
• Familiarity with Agile, Scrum, Waterfall, and hybrid project-delivery methods.
• Experience with ITIL-based service operations and formal change-management processes.
8 Preferred Certifications
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft Certified: Azure AI Engineer Associate
• Project Management Professional
• ITIL Foundation or higher
9 Core Competencies
• Enterprise telecommunications operations
• Microsoft Teams Voice and Conferencing
• Azure cloud operations and governance
• AI service operations and responsible-AI governance
• Technical project and program management
• Incident and problem management
• Vendor and carrier management
• Capacity and cost management
• Executive communication and reporting
• Documentation and operational discipline
• Risk identification and resolution
• Cross-functional team leadership
10 Success Measures
Success in this position will be measured by:
• Reliability and availability of Microsoft Teams Voice and Conferencing services.
• Improved call quality, meeting performance, and end-user experience.
• Timely resolution of incidents, service requests, and recurring problems.
• Successful delivery of telecommunications, Azure, and AI projects.
• Accurate tracking of costs, licenses, capacity, renewals, and vendor commitments.
• Compliance with enterprise security, governance, and change-management requirements.
• Completion and accuracy of operational documentation and service reporting.
• Effective coordination among technical teams, business stakeholders, vendors, carriers, and service providers.
• Measurable improvements in operational efficiency, service quality, and risk reduction.