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Supervisor of Unified Communications (UC)

Orlando Health · Orlando, FL · 1 mo ago
MarketingFull-time

Position Summary

At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities.

Responsibilities

  • Team Leadership & Operations

    • Supervise and mentor a team of UC analysts, providing direction, coaching, and performance management.
    • Oversee daily operations of UC systems, ensuring high availability and timely incident resolution.

  • Platform Ownership

    • Manage and support enterprise UC platforms, including: Cisco CUCM, Unity Connection, UCCX/PCCECUBE/SBCs and voice gateways.
    • Contact center and IVR systems.
    • Voicemail, paging, and enterprise dialing solutions.
    • Ensure system uptime, call quality, and service reliability across all environments.

  • Incident & Problem Management

    • Lead major incident response for voice and contact center outages.
    • Drive root cause analysis (RCA) and implement preventive measures.
    • Reduce repeat incidents through process improvements and knowledge sharing.

  • Process & Operational Maturity

    • Develop and maintain standardized runbooks, troubleshooting guides, and operational procedures.
    • Ensure compliance with security, change management, and software governance policies.
    • Implement metrics and KPIs to track system performance and team effectiveness.

  • Vendor & Financial Management

    • Manage vendor relationships for telecom and UC services (e.g., carriers, managed service providers, vendor partners).

  • Project & Strategy Support

    • Support design and implementation of UC-related projects and upgrades.
    • Contribute to roadmap planning, including modernization and cloud adoption initiatives.
    • Collaborate with cross-functional IT teams and business stakeholders.

Qualifications

  • Education/Training

    • Associate’s degree in a related field or additional 2 years of directly related work experience.

  • Experience

    • A minimum of three (3) years of information technology experience.
    • Preferred in the Unified Communications space.
    • A minimum of three (3) years of experience in an IT service and support function.
    • A minimum of one (1) year of leadership experience.
    • Hands-on experience with Cisco UC technologies (CUCM, Unity, UCCX/PCCE, CUBE).
    • Strong understanding of SIP, call routing, dial plans, and voice networking.

  • Preferred Qualifications

    • Experience in healthcare or other mission-critical environments.
    • Familiarity with legacy systems (e.g., Avaya, Nortel) and migration strategies.
    • Knowledge of security, compliance, and change management best practices.
    • Experience with vendor management and telecom billing.

Key Competencies

  • Strong leadership and team development skills

  • Excellent communication and stakeholder management

  • Process-driven with attention to detail and documentation

  • Proactive problem-solving and decision-making

  • Ability to balance operational demands with strategic initiatives

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