Client Experience Infrastructure Manager (Voice & Unified Communications)

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Client Experience Infrastructure Manager (Voice & Unified Communications)

senior · Operations

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships.  We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Client Experience Infrastructure Manager (Voice & Unified Communications)

Position Summary

We are seeking an experienced Client Experience Infrastructure Manager to lead the strategy, engineering, and operations of our enterprise voice and unified communications environment. The ideal candidate will possess deep expertise in Avaya telephony platforms, Microsoft Teams Phone, Direct Routing, Operator Connect, Session Border Controllers (SBCs), and enterprise contact center technologies.

This leader will be responsible for delivering highly available, secure, and scalable voice, video, and collaboration services while driving modernization initiatives and enhancing the overall employee communication experience. The role requires a blend of technical leadership, operational excellence, vendor management, and strategic planning.

Key Responsibilities

Enterprise Voice & Unified Communications

• Lead the design, implementation, administration, and optimization of enterprise telephony platforms including Avaya Aura, Avaya CM, Avaya Session Manager, Microsoft Teams Phone, Direct Routing, and Operator Connect.

• Develop and execute voice transformation strategies, including migrations from legacy PBX environments to cloud-based collaboration platforms.

• Manage and support enterprise voice infrastructure, including:

  • SIP trunking

  • Session Border Controllers (AudioCodes, Ribbon, Oracle, etc.)

  • Dial plans and call routing

  • Survivability and business continuity solutions

  • Emergency calling (E911) compliance

• Ensure high availability, resiliency, and performance of all voice and video communications services.

• Troubleshoot complex voice-quality and call-routing issues across LAN, WAN, Wi-Fi, and cloud environments.

• Define and maintain standards for voice architecture, capacity planning, security, and operational support.

• Partner with network, security, and cloud infrastructure teams to optimize real-time media performance and user experience.

Collaboration & Contact Center Technologies

• Manage and enhance unified communications platforms including Microsoft Teams, conferencing services, and integrated collaboration tools.

• Support voice-enabled business workflows and integrations with collaboration and productivity platforms.

• Oversee integrations between telephony platforms, contact centers, CRM systems, and enterprise applications.

• Evaluate emerging communication technologies and recommend solutions aligned with business objectives.

Service Delivery & Operational Excellence

• Establish operational metrics, SLAs, and service health monitoring for communication services.

• Implement ITIL-based incident, problem, and change management processes.

• Drive continuous service improvements through proactive monitoring, root cause analysis, and automation.

• Ensure compliance with security, regulatory, and operational requirements.

Leadership & Team Development

• Lead a team of voice engineers, unified communications specialists, and support personnel.

• Provide technical mentorship, career development, and performance management.

• Serve as the senior escalation point for critical voice and collaboration incidents.

• Manage vendor relationships, support contracts, carrier services, and technology roadmaps.

• Develop budgets, forecasts, and strategic initiatives supporting enterprise communication services.

Required Qualifications

• 8+ years of experience managing enterprise voice and unified communications environments.

• 5+ years of leadership experience managing technical teams.

• Deep expertise in:

  • Microsoft Teams Phone

  • Teams Direct Routing and Operator Connect

  • Avaya Aura and Avaya Communications Manager

  • SIP, VoIP, and telephony protocols

  • Enterprise call routing and dial plan management

  • Session Border Controllers (SBCs)

• Experience with carrier management, SIP trunk providers, and telecom billing.

• Strong understanding of networking concepts including QoS, WAN optimization, DNS, and load balancing.

• Experience supporting large-scale enterprise communication environments.

• Strong troubleshooting, vendor management, and project leadership skills.

Preferred Qualifications:

• Microsoft Teams Voice Engineer certification.

• Avaya Certified Professional (ACP) or equivalent certification.

• Experience with Teams Contact Center integrations.

• Experience with AudioCodes, Ribbon, Cisco, or Oracle SBC platforms.

• Experience leading PBX-to-Teams migration initiatives.

• Knowledge of PowerShell automation and Microsoft 365 administration.

• ITIL Foundation certification.

Success Profile

The ideal candidate is a strategic and hands-on leader who can modernize enterprise communications, drive Teams Phone adoption, maintain Avaya infrastructure, and deliver a seamless voice and collaboration experience for users globally. This individual will be equally comfortable leading architecture discussions, managing critical incidents, and mentoring engineering teams.

Salary Range

NJ: $110,000 to $160,000 base salary + annual target bonus

BBH and its affiliates' compensation program includes base salary, discretionary bonuses, and profit-sharing. The anticipated base salary range(s) shown above are only for the indicated location(s) and may differ in other locations due to cost of living and labor considerations. Base salaries may vary based on factors such as skill, experience and qualification for the role. BBH's total rewards package recognizes your contributions with more than just a paycheck—providing you with benefits that enhance your experience at BBH from long-term savings, healthcare, and income protection to professional development opportunities and time off, our programs support your overall well-being. 

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.

About BBH:

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.