IT Communications Manager

Job Description
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.

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

Ideal Team‑Player

WOWs the customer – deep passion and desire for creating amazing customer and 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 ways to get better

Develops the future – committed to pursuing personal and professional growth and has a focus on bringing colleagues along on that journey

Relocation Requirement
Relocation to Sweetwater’s state‑of‑the‑art campus in Fort Wayne, IN is required.

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