Engineering Manager - IT Systems & Telephony

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help Paylocity enhance communication and enable employees to connect, collaborate, and create from anywhere with a position in Product & Technology!

Want to develop the strategies and principles needed to deliver compelling software? Join our team and help us enhance our all-in-one software platform, elevate our one-of-a-kind technology, and improve the employee experience. 

Take your career to the next level at one of G2's Top 100 Software Companies. Explore our Product & Technology positions to see where you fit!

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements.  You must be available five days per week during designated work hours.  The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.

We are seeking a strategic and technically adept Manager of End-User Services & Telephony to lead a growing portfolio of user-centric IT services, including our enterprise telephony (Five9), ITSM platform (ServiceNow), and corporate endpoint engineering functions. This role will be responsible for the delivery, improvement, and alignment of these platforms with business and operational goals. You will directly manage three technical teams, each critical to employee experience, IT service delivery, and operational reliability.

This position offers an opportunity to shape and scale a new telephony function while driving integration and efficiency across end-user platforms.

Key Responsibilities:  

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership & Strategy:

• Build and lead the new Telephony Team, focused on the implementation, support, and optimization of Five9 and related telephony systems.
• Provide strategic and operational leadership to the ServiceNow and Corporate Endpoint Engineering teams.
• Establish a high-performance culture with a focus on service reliability, innovation, and user experience.
• Serve as a thought partner to senior leadership on end-user platform strategies and workforce technology planning.

Operational Management:

• Oversee day-to-day operations across all three teams, ensuring SLAs, KPIs, and compliance requirements are met.
• Drive platform roadmap development, upgrades, integrations, and automation initiatives.
• Collaborate with Security, Networking, and Systems teams to ensure robust architecture, access controls, and performance across platforms.
• Manage vendors and external partners, including Five9 support, hardware vendors, and SaaS service providers.

People Management:

• Hire, mentor, and develop team leads and individual contributors across your functional areas.
• Foster a culture of collaboration, accountability, and continuous learning.
• Conduct regular performance reviews, provide feedback, and support career growth.

Qualifications:

Required:

• 5+ years of experience in IT operations, including at least 2 years managing technical teams.
• Proven experience managing enterprise telephony platforms (e.g., Five9, Genesys, Avaya, Cisco, etc.).
• Strong understanding of ServiceNow as an ITSM platform, including workflows, change management, and automation.
• Familiarity with endpoint management technologies (e.g., SCCM, Intune, JAMF, etc.) across Windows and macOS environments.
• Ability to manage cross-functional projects, budgets, and vendor relationships.
• Excellent communication, leadership, and stakeholder management skills.

Preferred:

• Experience in a hybrid or fully remote enterprise environment.
• Familiarity with ITIL practices and enterprise change/release processes.
• Experience with integrations between telephony systems and ITSM tools or CRMs.
• Strong understanding of end-user experience, client-side performance, and remote support models.

Why Join Us?

• Help shape a new team and drive platform alignment across end-user technologies.
• Work with talented teams in a collaborative and mission-driven organization.
• Competitive compensation, benefits, and opportunities for career advancement.

Physical requirements:

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. 

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. 

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay range for this position is $129k - $240k/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.