Manager of Unified Communications

We need to output HTML fragment with sections: About the role? The description includes "Position Summary:" etc. We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only when posting has real specific content. We need to parse the posting. Content: - Entity: Corporate Services Department: IS – Mobility Fax Das Location: 3535 Market Street Hours: Remote, M-F, 8am-5pm - Position Summary: The Manager of Unified Communications is a leadership position responsible for overseeing all aspects of unified communications support within Penn Medicine. This includes managing and optimizing the organization's unified communications environment, including mobile devices, telephony and enterprise fax support. The Manager leads a team of engineers and technicians to ensure that Penn Medicine technology resources are secure, efficient, and aligned with business objectives. - Accountabilities: (list of bullet points) Team Leadership, Voice & Fax Management, Microsoft Teams Dialer, Resource Management, Vendor Management, Reporting and Analytics, Performs duties in accordance..., Other duties as assigned. - Minimum Required Education and Experience: Bachelor's degree required (Master’s preferred). 5+ years of IT Telephony or Unified Communication experience required. Healthcare IT Experience required. Supervisory experience required. - Addendum: additional details: Unified Communications Manager with experience in call center technology and design. Experience managing CCaaS platforms and familiarity with Avaya and Five9 call centers preferred. Must have deep knowledge of VoIP, SIP trunking, cloud contact center software, and experience managing third-party service providers, software updates and carrier performance. Understanding of CRM software (Service Now, Sales Force) integration with telephone systems utilized by a health system. Preferred credentials include ITIL v4, CCNA/CCNP, or platform-specific certifications (Avaya, Five9, AWS) - Benefits paragraph: "We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives." - No explicit Pay or Schedule details beyond Hours: Remote, M-F, 8am-5pm. That is schedule info. So we can include a Schedule section with that detail. - No explicit Pay details. So we should NOT create Pay section. - Benefits: we have benefits paragraph. So we can include Benefits section. - About the role: maybe we can use Position Summary as About the role. Or we could have About the role section summarizing the role. The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content to these headings. We have: - About the role: could be Position Summary. - Responsibilities: the Accountabilities list. - Requirements: Minimum Required Education and Experience. - Qualifications: maybe the Addendum (preferred credentials, experience). Could treat as Qualifications. - Skills: maybe not explicitly listed; we could omit if no specific skills list. But we could combine some technical skills from Addendum into Skills section. However instruction: prefer a few substantive sections over many thin ones. We could combine Qualifications and Skills? But we need to follow headings only when posting has real specific content. The posting does mention "Preferred credentials include ITIL v4, CCNA/CCNP, or platform-specific certifications (Avaya, Five9, AWS)" and "Experience managing CCaaS platforms and familiarity with Avaya and Five9 call centers would be preferred." That's qualifications/skills. Could put under Qualifications. - Benefits: we have paragraph. - Schedule: we have Hours: Remote, M-F, 8am-5pm. - Pay: not present, so omit. We also need to include location maybe as part of About the role? Could include in a short

under About the role. We must not repeat job title as heading. The job title is Unified Communications Manager. We should not put that as heading. We must not put Job ID/requisition numbers as headings; none present. We must remove boilerplate: EEO etc. Remove the equal opportunity paragraph at end. Also remove "Live Your Life's Work" maybe? It's part of boilerplate? It's a tagline but could be considered boilerplate; but it's not EEO. Might keep? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The EEO paragraph is definitely boilerplate; remove it. The "Live Your Life's Work" maybe not boilerplate but could be considered tagline; but it's part of the benefits paragraph? Actually appears after benefits paragraph: "Live Your Life's Work". Might be considered a slogan; but not explicitly prohibited. Safer to keep? It's not EEO. I'd keep it as part of benefits paragraph maybe. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep all details from the posting except boilerplate. Let's extract substantive info: - Entity: Corporate Services Department: IS – Mobility Fax Das Location: 3535 Market Street Hours: Remote, M-F, 8am-5pm - Position Summary: The Manager of Unified Communications is a leadership position responsible for overseeing all aspects of unified communications support within Penn Medicine. This includes managing and optimizing the organization's unified communications environment, including mobile devices, telephony and enterprise fax support. The Manager leads a team of engineers and technicians to ensure that Penn Medicine technology resources are secure, efficient, and aligned with business objectives. - Accountabilities (list): * Team Leadership: Supervises and provides leadership to Unified Communication Engineer and Technicians responsible for the support of maintenance of the UC environment. Fosters a high-performance culture, mentors team members, and promotes professional development. Builds strong cross-functional relationships with other IT teams. Provides leadership and maintains accountability for service level agreements * Voice & Fax Management: Oversees the provisioning, maintenance, and lifecycle management of all telephony systems include traditional PBX and modern unified communications platforms (MS Teams Dialing) including hardware support for mobile devices within the organization, inclusive of distributed antenna system, operating systems and Enterprise RightFax Cloud support. Works with departmental leadership to develop and enforce policies, standards, and procedures for telephony, mobile device standardization and unified communications. * Microsoft Teams Dialer: Oversees the management and optimization of the Microsoft 365 Teams Dialing environment, including MS Teams Dialer for internal and external dialing, integrated applications, licensing, and overall tenant ownership. Collaborates with other leaders within the organization who own other areas of the Microsoft 365 ecosystem and define a unified implementation and service plan. * Resource Management: Plans and manages the department's budget, including hardware and software procurement. Identifies opportunities for cost optimization and efficiency improvements. * Vendor Management: Develops and maintains relationships with key hardware and software vendors, establishing enterprise level standards for workstations, mobile devices, and enterprise level software inclusive of configurations and pricing, negotiating contracts and service level agreements. Maintains relationship with voice carriers including wired and wireless vendors, including contract management and support escalations * Reporting and Analytics: Defines and tracks key performance indicators (KPIs) to measure the effectiveness and efficiency of unified communications services. Provide regular reports and recommendations to senior management * Performs duties in accordance with Penn Medicine and entity values, policies, and procedures * Other duties as assigned to support the unit, department, entity, and health system organization - Minimum Required Education and Experience: * Bachelor's degree is required (Master’s is preferred). * 5+ years of Information Technology Telephony or Unified Communication experience is required. * Healthcare IT Experience is required * Supervisory experience is required - Addendum: * Unified Communications Manager with experience in call center technology and design. * Experience managing CCaaS platforms and familiarity with Avaya and Five9 call centers would be preferred. * Must have deep knowledge of VoIP, SIP trunking, cloud contact center software, and experience managing third-party service providers, software updates and carrier performance. * Understanding of CRM software (Service Now, Sales Force) integration with telephone systems utilized by a health system. * Preferred credentials include ITIL v4, CCNA/CCNP, or platform-specific certifications (Avaya, Five9, AWS) - Benefits paragraph: * We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. * Live Your Life's Work (maybe separate line) We need to output HTML fragment with sections. We'll do:

About the role

Entity: Corporate Services Department: IS – Mobility Fax Das. Location: 3535 Market Street. Hours: Remote, M-F, 8am-5pm. The Manager of Unified Communications is a leadership position responsible for overseeing all aspects of unified communications support within Penn Medicine. This includes managing and optimizing the organization's unified communications environment, including mobile devices, telephony and enterprise fax support. The Manager leads a team of engineers and technicians to ensure that Penn Medicine technology resources are secure, efficient, and aligned with business objectives.

Responsibilities

• Team Leadership: Supervises and provides leadership to Unified Communication Engineer and Technicians responsible for the support of maintenance of the UC environment. Fosters a high-performance culture, mentors team members, and promotes professional development. Builds strong cross-functional relationships with other IT teams. Provides leadership and maintains accountability for service level agreements.
• Voice & Fax Management: Oversees the provisioning, maintenance, and lifecycle management of all telephony systems include traditional PBX and modern unified communications platforms (MS Teams Dialing) including hardware support for mobile devices within the organization, inclusive of distributed antenna system, operating systems and Enterprise RightFax Cloud support. Works with departmental leadership to develop and enforce policies, standards, and procedures for telephony, mobile device standardization and unified communications.
• Microsoft Teams Dialer: Oversees the management and optimization of the Microsoft 365 Teams Dialing environment, including MS Teams Dialer for internal and external dialing, integrated applications, licensing, and overall tenant ownership. Collaborates with other leaders within the organization who own other areas of the Microsoft 365 ecosystem and define a unified implementation and service plan.
• Resource Management: Plans and manages the department's budget, including hardware and software procurement. Identifies opportunities for cost optimization and efficiency improvements.
• Vendor Management: Develops and maintains relationships with key hardware and software vendors, establishing enterprise level standards for workstations, mobile devices, and enterprise level software inclusive of configurations and pricing, negotiating contracts and service level agreements. Maintains relationship with voice carriers including wired and wireless vendors, including contract management and support escalations.
• Reporting and Analytics: Defines and tracks key performance indicators (KPIs) to measure the effectiveness and efficiency of unified communications services. Provides regular reports and recommendations to senior management.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
• Other duties as assigned to support the unit, department, entity, and health system organization.

Requirements

• Bachelor's degree is required (Master’s is preferred).
• 5+ years of Information Technology Telephony or Unified Communication experience is required.
• Healthcare IT Experience is required.
• Supervisory experience is required.

Qualifications

• Experience in