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About the Role

The Telecommunications Manager oversees all telecommunications services and systems for the firm, including management of the current Avaya telephony platform and strategic planning for future technology adoption. This role leads a telecom team, manages vendor relationships, ensures billing compliance, and develops a multi-year roadmap to guide the firm through technology transitions—with emphasis on security, compliance, and business continuity.

Responsibilities

Manages and optimizes the firm's Avaya telephony platform while evaluating emerging technologies (cloud PBX, UCaaS) for future growth
Develops and executes transition plans from legacy systems to modern platforms with minimal disruption to operations
Creates a multi-year telecommunications roadmap aligned with firm objectives
Leads assessment and selection of telephony solutions that support secure communications, remote work, and hybrid arrangements
Oversees provisioning, installation, and maintenance of all telecommunications hardware, software, and services
Coordinates service installations with carriers, ensuring target dates and quality standards are met
Processes all moves, adds, changes, and disconnects for voice and data circuits
Integrates telephony systems with legal practice management software and collaboration platforms (Microsoft Teams, Zoom)
Manages all telecom vendor relationships and contracts
Reviews, analyzes, and audits telecommunications invoices for accuracy and compliance
Researches and resolves billing disputes; escalates unresolved issues as needed
Develops and manages telecommunications budgets
Negotiates contracts and identifies cost-saving opportunities
Directs and develops the telecommunications team to meet performance and availability commitments
Ensures staff training, motivation, and professional development
Fosters a customer-service orientation across all telecom support functions
Maintains up-to-date documentation of all systems, user guides, and training materials
Participates in disaster recovery and business continuity planning and testing
Ensures compliance with legal industry standards (HIPAA, GDPR, ABA guidelines) as they relate to telecommunications

Requirements

8+ years managing enterprise telephony systems, preferably in a law firm or professional services environment
Proven track record of successful technology adoption and change management
Experience with vendor management, contract negotiation, and telecommunications budgeting

Skills

Excellent verbal and written communication skills
Superb customer service skills including the ability to understand both internal and external client needs and expectations and provide excellent service to meet or exceed client expectations
Excellent organizational and interpersonal skills
Strong project management skills including prior experience managing IT projects
Excellent attention to detail and problem-solving skills
Strong analytical and troubleshooting skills
Effectively plans, organizes and manages resources to successfully complete specific objectives for self and/or others
Requires critical thinking and decision-making skills such as the ability to successfully assess options and implications in order to identify value added solutions
Clearly defines job expectations for individuals and teams, coaches for success, provides training and effectively evaluates performance
Ability to accurately follow documented procedures and a strong aptitude for learning new technologies as they are incorporated into the computing environment
Demonstrated ability to lead migrations from legacy telephony systems to cloud or hybrid platforms
Strong understanding of secure telephony solutions, encryption, and privacy controls
Expert-level knowledge of the Avaya telephony platform required
Extensive experience with additional telephony platforms, including cloud-based and UCaaS solutions (e.g., Microsoft Teams, Zoom, SIP, RingCentral, Cisco)

Location

Various offices
Remote

Work Type

Remote

Experience Level

8+ years

Education Level

Bachelor’s degree preferred

Benefits

Competitive compensation
Excellent benefits package

About the Company

Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries.

Equal Opportunity

GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.