Job Description

SUMMARY

As a Manager II of Unified Communications, you will play a critical role in managing and optimizing communication services within the organization. Your responsibilities will include overseeing the technical aspects of unified communications systems, ensuring seamless connectivity, and collaborating with various IT teams and business stakeholders.

PRIMARY RESPONSIBILITIES

Technical Oversight:


Manage and maintain our telephony system including number database, Voicemail database, and feature operations of the organization's contact center solution (Genysys) Handle technologies such as email, Active Directory, SharePoint, Office 365 and Twilio Gather technical requirements and translate them into hardware and software capabilities. proficiency in integrating advanced technologies, which is crucial for Unified Communications. Communicate technical architecture direction and coordinate proof-of-concept analyses and take them to production

Infrastructure Leadership:


Lead the implementation, tuning, and maintenance of unified communications infrastructure. Diagnose issues, research solutions, and coordinate resolutions. Decision-making skills and leadership qualities, which are essential for managing Unified Communications Design and configure M365 policies and governance structures. Provide deep insights into product performance, technological trends, competition, and market developments across unified communications. Maintain and evaluate monthly software expenditures and document status of costs to budget

REQUIRED KNOWLEDGE/SKILLS

Minimum eight to ten years of experience architecting, designing, and implementing advanced Unified Communication and Collaboration solutions. Minimum four to five Years of experience as in a manager / Leadership role. Demonstrated understanding of business transformation and the ability to apply unique technical solutions to business challenges.

DESIRED SKILLS

Technical:


Proficiency in SIP, DNS, MPLS, H.323, and existing network and applications. Proficiency in using collaboration and communication tools such as Microsoft Teams, SharePoint, and other relevant platforms Familiarity with Active Directory and Emergency Responder Expressway. Hands on experience with Twilio (voice, text message) Hands on experience with Genesys (be able to help trouble shoot issues, lead development of call flows, etc) Text message experience including A2P 10DLC, toll-free and short code texting setup within Twilio and basic best practices and regulations within the United States Knowledge of Microsoft Exchange, SharePoint, MSTeams and Zoom is a plus

Manager:


Team builder and mentor, lead a team to drive performance goals and drive innovation Work cross functionally with various team members around the world to provide best in class service Strong problem-solving skills and the ability to work collaboratively. Availability to be on-call when escalations arise to oversee team during any on-call scenario Strong communication skills both spoken and written. Be able to present to a large group of people confidently Lead weekly project and task meetings, holding engineering and support teams accountable for SLA's and performance metrics Work alongside global team management to design roadmaps, build standards and processes

Education and Certifications:


A relevant degree, such as a Bachelor's or Associate Degree in Computer Science, Technical, Engineering, Education, Information Technology, Technology, Communications, Information Systems, Telecommunications, or Business. * Certifications such as CCNA, CCNP, ITIL, PKI, MCSE, CISSP, CRISC, CGEIT, TOGAF, or CCVP are advantageous.