Communications Operations Manager

Sweetwater, the number one online retailer in music instruments and pro audio gear, is looking for an experienced Communications Operations Manager to own and operate the technology backbone of our communications infrastructure. This role sits at the intersection of telephony, messaging, contact center operations, and IT—serving as the go-to subject matter expert for voice, SMS, chat, and fax platforms across the business. You'll keep our communications ecosystem running smoothly, support stakeholders across the organization, and play a key role in ensuring our Sales Engineers can deliver the legendary service Sweetwater is known for.

Job Responsibilities

• Own and administer Sweetwater's communications platforms—including 8x8, Twilio—serving as the primary escalation point for voice, SMS, chat, and fax issues across the business
• Manage PBX configuration including ring groups, call routing, scheduling, and queue setup, with hands-on support for Polycom endpoint deployments
• Build and maintain SMS Messaging Services in Twilio, navigating compliance requirements, carrier registration, and business use case documentation
• Develop reports and pull call, SMS, and webchat statistics using SQL to support stakeholders across the organization
• Maintain strong vendor relationships with carriers and partners and conduct periodic platform audits to manage licenses and costs
• Document call routing logic and contact center workflows to meet compliance requirements and support operational clarity

Qualifications

• 3–5+ years of hands-on experience administering enterprise communications platforms (VoIP/UCaaS), with strong familiarity with 8x8 or comparable PBX/contact center systems
• Working knowledge of Twilio, including SMS Messaging Services
• Proficiency with SQL for querying call records, SMS logs, and webchat data
• Solid understanding of PBX administration: ring groups, IVR/call routing, queue management, and scheduling
• Familiarity with Polycom or SIP-based endpoint configuration in a managed environment
• Ability to trace and diagnose complex call flows across multiple systems and carriers
• Strong documentation skills—capable of producing technical and compliance-facing call routing documentation
• Comfortable managing vendor relationships and coordinating with carriers on escalations and service changes
• Experience with general network concepts (LLDP, VPN, IP addressing) is a plus

Sweetwater "Ideal" Team-Player

• WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
• Gets Things Done - Great work ethic and moves with a sense of urgency
• Obsesses over the Details – committed to paying attention to the details
• Drives Continuous Improvement – Always focusing on effective and efficient work and way to get better
• Develops the Future – committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey

We function best as a unified team, so relocation to our state-of-the-art campus in Fort Wayne, IN is required. Interested and qualified candidates, please apply. We look forward to exploring your #FullTimeDream with Sweetwater!

Sweetwater's culture is built upon celebrating the creative creation of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work as we respect, learn, and grow from each team member's unique perspective and experience. We have welcomed thousands of employees and their families from all over the world, and we invite you to discover why we consider a career at Sweetwater the full-time dream.