Central Office Manager

Job Description

Job Description

Who We Are

Smart City Telecom is Central Florida's trusted hometown telecommunications provider. Since 1969, we have been personally serving and seamlessly connecting our neighbors and businesses with the world. With decades of experience delivering fast, reliable fiber internet, hosted voice, and managed services, we have grown alongside the communities we serve while staying true to the values that got us started. We instill confidence every day by delivering reliable solutions and brilliant service, and we are always looking for talented people who share that commitment.

About the Role

The Central Office Manager leads the team and the technology that keeps our Central Office and remote points of presence running around the clock, directing the installation, provisioning, and maintenance of the switching, transport, and power infrastructure our customers depend on. Reporting to the Senior Manager, Engineering, this role sits at the heart of our Engineering team, supporting both TDM and VoIP applications across our ILEC and CLEC networks. The manager supervises the Central Office technician team, sets work priorities, maintenance schedules, and on-call coverage, and serves as the technical owner of our Ribbon C20 voice switch, remaining hands-on with SONET and IP transport equipment, circuit provisioning, and DC power systems when issues arise. We instill confidence every day by delivering reliable solutions and brilliant service, and this role is central to keeping that promise.

What the Role Involves

• Supervising the Central Office technician team, including work assignment, shift and on-call scheduling, performance coaching, training, and professional development
• Participating in hiring and onboarding, conducting performance reviews, and approving timecards and time-off requests in partnership with Human Resources
• Multi-tasking in a fast-paced, high-pressure environment, exercising good judgment, and responding to multiple simultaneous calls with appropriate action
• Serving as the technical owner of the Ribbon C20 voice switch, including daily maintenance, restoration, software upgrades and patching, backups, and disaster-recovery readiness
• Monitoring C20 call-processing performance, alarms, and trunk group capacity, and coordinating with Ribbon support on escalations and maintenance windows
• Overseeing the installation and maintenance of switching equipment and support electronics for both TDM and IP applications located at a main central office, data centers, and other remote points of presence
• Tracking network availability, maintenance, restoration, and project performance
• Leading major incidents, post-incident reviews, and corrective actions
• Ensuring asset, configuration, backup, circuit, and power records remain current
• Maintaining business continuity, disaster recovery, and spares readiness
• Interfacing with telecom carriers, other departments, and customers for testing and troubleshooting
• Developing and enforcing Central Office standards, method-of-procedure documentation, change control, and safety practices
• Managing vendor relationships, maintenance contracts, spares inventory, and capital and expense budget input for Central Office projects
• Forecasting Central Office capacity, power, and floor space requirements, and planning equipment life-cycle upgrades and end-of-life replacements
• Managing Central Office projects from scope through turn-up, including timelines, resources, and coordination with Outside Plant, NOC, and Field Operations

What We're Looking For

• Minimum of 7 years of telecom switching/SONET transport experience, including at least 2 years supervising or leading a technical team
• Strong VoIP telephony/IT background
• Hands-on administration of a Ribbon (formerly GENBAND) C20 softswitch or comparable Class 5 VoIP call agent, including translations, provisioning, upgrades, and backup and recovery
• Demonstrated ability to lead, coach, and develop a technical team, and to hold a maintenance program accountable to a schedule
• Prior experience as a Central Office, switching, or network operations supervisor or manager preferred
• Self-motivated and skilled at problem solving
• Good communication skills, both verbal and written
• Ability to work under strict deadlines
• Ability to work varied shifts
• Ability to use and interpret Analog, DDS, T-1, DS-3, OCx, GigE, CWDM/DWDM, and SIP test equipment
• Valid Florida Driver’s License
• High school diploma or equivalent; associate or bachelor’s degree in a technical discipline preferred

Nice to Have

• Ribbon C20 vendor training or certification
• Experience with Ciena, Cisco, or Calix equipment
• Experience managing 24x7 on-call coverage and after-hours maintenance windows
• Working knowledge of SIP interconnect, E911, CALEA, and number-porting compliance

Working Conditions

• On-site work schedule with availability outside standard business hours for maintenance windows, escalations, and on-call rotation; schedule may vary depending on business needs
• Intermittent indoor office working environment with prolonged sitting
• Outdoor working environment with exposure to seasonal heat, cold, and other inclement weather conditions
• Driving a company-assigned vehicle to and from work sites in a safe and responsible manner during adverse weather conditions, heavy or light traffic, or at night
• Working at or near active roadways and vehicular traffic, requiring the use of traffic control devices, signage, and safety protocols to protect both team members and the public
• Varied work sites that may involve extensive walking on various terrain, working around objects and machinery in construction areas, and may require confined space entry and the ability to work in elevated areas
• Wearing and maintaining all personal protective equipment (PPE) required for this role and job site, including eye protection, hearing protection, and static-safe (ESD) equipment when working around electronics
• Exposure to loud noise from generators, HVAC systems, and other central office equipment, requiring the use of hearing protection as appropriate
• Regular use of hands and fingers to operate specialized equipment and tools; reaching overhead above the shoulders and horizontally, bending at the waist; standing and/or walking for extended periods of time; lifting objects up to 50 pounds, or in excess of 75 pounds with tool aids

What We Offer

• Competitive Salary Commensurate with Experience
• Medical, Dental, and Vision
• Supplemental Benefits — Accident, Critical Illness, Hospital Care
• Life and Disability
• Flexible Spending Accounts
• 401K with Match
• Life Assistance and Wellness Plan
• Vacation, Personal, Sick, and Holiday Pay
• Ongoing Professional Development & Educational Reimbursement Program
• Team Member Recognition Programs

Additional Requirements

As part of our standard hiring process, employment with Smart City Telecom is contingent upon successful completion of a pre-employment background check, drug screening, and motor vehicle check. Job-related concerns identified during the background screening process will be evaluated on a case-by-case basis. Smart City Telecom is a drug-free workplace and participates in E-Verify to confirm the employment eligibility of all new hires.

Our Commitment

Smart City Telecom is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, consistent with our belief that great people do great things. We do not discriminate based on race, color, national origin, citizenship, religion, age, sex, sexual orientation, gender identity or expression, marital or family status, pregnancy, disability, genetic information, veteran status, or any other status protected by law, at any stage of employment from recruiting through advancement. If you need an accommodation to complete the application process, please contact Human Resources.

Additional Disclosures

The responsibilities described in this posting indicate the general nature and level of work performed and are not intended to be a comprehensive list of all duties. Job duties and responsibilities are subject to change based on evolving business needs.

In any materials submitted, applicants may redact or remove age-identifying information, such as age, date of birth, or dates of school attendance or graduation, without penalty.

Smart City Telecom does not require payment of any kind from job applicants during the recruitment process. All legitimate openings are posted on our official website or communicated through official company email addresses. Job offers requesting payment are not affiliated with Smart City Telecom.

Smart City Telecom is not accepting unsolicited assistance from search firms for this position. Resumes submitted without a valid, signed agreement in place with Smart City Telecom Human Resources will be considered the property of Smart City Telecom, and no fee will be paid if a candidate is hired as a result.