Manager,TelecomOperations

As part of the AWS Applied AI Solutions organization, our vision is to provide business applications leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' success through delivery of intuitive and differentiated technology solutions which solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use. Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers. Amazon Connect Telecom Engineering is seeking an experienced Operations Manager to lead a global team of engineers focused on telecom infrastructure operations. This role will manage the operational support for Amazon Connect's telecom infrastructure, specifically Voice/SIP technologies, ensuring reliable delivery of voice services and telecommunications systems that connect millions of customer interactions worldwide. The Connect Telecom Engineering team is responsible for provisioning and maintaining connectivity to global telecom carriers, managing the backend telecom infrastructure, and troubleshooting customer issues related to telephony. The SBC (Session Border Controller) service is owned by the team and is used to route calls between Amazon Connect and telecom carriers. Key job responsibilities Team Leadership & Management - Lead and develop a global team of engineers supporting telecom infrastructure operations across multiple time zones - Participate in and manage 24/7 escalation on-call rotations to ensure continuous operational coverage Operational Excellence - Over