Unified Communications Team Lead
About the role
The ideal candidate is responsible for the end-to-end delivery, administration, and continuous improvement of all customer unified communications services, encompassing 11,000 voice extensions across 9 Avaya PBX systems, 127 media gateways, ~9,000 Microsoft 365 users, 325 ACD contact center agents, 68 video conferencing rooms, and executive AV support for approximately 50 events per year.
Responsibilities
- Lead and manage all UC services across three sub-teams (Telephony, Video Conferencing, Collaboration), ensuring 24x7x365 service availability.
- Oversee administration of 9 Avaya PBX systems, 127 media gateways, and 11,000 voice extensions across all customer locations.
- Manage the ACD contact center (325 agents) - oversee call routing, IVR configuration, agent management, and contact center reporting.
- Oversee Microsoft 365 administration (~9,000 users) - Exchange Online, Teams, SharePoint, OneDrive, and Skype for Business.
- Manage 68 video conferencing rooms (56 VTC + 12 VTT) and ~72 Cisco codecs; ensure room system availability and quality.
- Provide executive AV support for approximately 50 events per year - coordinate AV setup, technical support, and post-event debrief.
- Manage the Avaya Authorized Partner relationship; coordinate OEM support, software upgrades, and licensing renewals.
- Cook up Microsoft data access approvals and security incident management for M365 platform in coordination with the Designated Security Manager.
- Develop and maintain UC capacity plans; forecast growth in voice extensions, M365 licenses, and video conferencing capacity.
- Ensure UC systems maintain DISA STIG/CIS compliance in coordination with the Designated Security Manager and SBCG Lead.
- Produce weekly/monthly UC health reports, SLA performance metrics, and capacity trend analyses for customer leadership.
- Support bank closing operations - provide UC resources and on-call support for after-hours bank closing activities.
Qualifications
- Bachelor's degree and 8+ years experience or Masters degree and 6+ years experience; in Computer Science, Information Technology, Telecommunications, or related field or high school diploma/equivalent and 12 years experience.
- Minimum 3 years' experience of unified communications experience in an enterprise environment.
- Minimum 3 years of hands-on experience implementing automation tools, scripts, or platforms to streamline IT operations workflows.
- Demonstrated experience deploying or integrating AI/ML-based monitoring, analytics, or decision-support tools in an enterprise environment.
- Proven ability to identify manual, repetitive processes and engineer automated replacements using tools such as Avaya Aura APIs, Microsoft Graph API, Power Automate, Power Platform, Nectar/IR Prognosis, Microsoft Viva Insights, ServiceNow integration, and Python scripting.
- Experience integrating disparate IT management platforms (e.g., ServiceNow, monitoring tools, CMDB, ticketing systems) to create unified, automated workflows.
- Track record of measurable operational improvements (reduced MTTR, increased automation rate, reduced manual effort) resulting from automation initiatives.
Details
Target Salary Range: $104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations.
Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays.
A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.