Unified Communications Manager

About the role

The Unified Communications Manager is an experienced technology leader responsible for overseeing the design, implementation, and maintenance of enterprise-wide voice, video, digital messaging, and collaboration tools in a global network environment. This role combines strategic vision with hands-on leadership, partnering with business leaders to define needs and priorities while collaborating with ETS teams to deliver platform solutions. The ideal candidate excels in internal customer service, works effectively in diverse teams, and applies standard methodologies for process analysis and technology assessments. They lead cross-functional teams to develop comprehensive business plans covering process lifecycle, technology development, and communication strategies, including training.

Minimum Requirements

• 10+ years in IT infrastructure and platforms with a focus on UC/telephony and 2+ years of leadership experience
• 7+ years working with enterprise Voice systems (MS Teams, RingCentral, 8x8, Cisco)
• 5+ years' experience with Contact Center telephony platforms (Nice, Genesys, 8x8, Five9)
• 5+ years' experience in video and room collaboration platforms (Webex, MS Teams, Q-sys)
• 3+ years' experience in managing Digital Signage platforms (Appspace, Reach Media, Yodeck)
• 7+ years leading teams; proven ability to build, mentor, and manage onsite and global teams
• 5+ years' experience with document management platforms (SharePoint, Confluence or similar)
• 5+ years using IT ticketing systems (ServiceNow, JIRA, Quality Center)
• 5+ years in strategy, roadmap development, and planning
• Experience negotiating scope and schedules with business and vendor partners
• Strong leadership, communication, and stakeholder management skills; ability to convey technical concepts in user-friendly language
• Demonstrated strategic thinking, problem-solving, and influencing skills
• Expertise in managing third-party contracts and performance
• Ability to prioritize and execute tasks in a fast-paced environment
• Highly Self-motivated, results-driven, and able to work independently
• Strong aptitude for learning and adopting new platforms and processes

Education Requirements

Bachelor's degree in computer science, IT, or a related field

Principal Duties And Responsibilities

• Operate with a "total service" mindset for process and technical health of managed platforms
• Develop and maintain service strategies and roadmaps aligned with evolving business requirements
• Own end-to-end service delivery, ensuring quality and timely execution
• Monitor and report service delivery metrics; escalate issues as needed
• Manage service budgets, forecasts, and cost optimization initiatives
• Oversee production support requests, and incidents; manage risks and serve as escalation point for critical issues
• Coordinate technology releases, testing, and deployment activities
• Manage third-party vendors and implementation partners, including contracts, renewals, and scope changes
• Partner with ETS teams to deliver projects from initiation through closure
• Drive automation, process optimization, and adoption of best practices
• Promote feature adoption and guide customers on technology enhancements
• Full people management responsibilities to include hiring, coaching, performance reviews, and terminations