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Unified Communication and Collaboration Team Leader, Marlborough or Chelmsford, Full-Time

3 months ago

Marlborough, United States Digital FCU Full time

** Unified Communication and Collaboration Team Leader, Marlborough or Chelmsford, Full-Time**

**Job Category****:** Information Systems **Requisition Number****:** UNIFI03577 Showing 1 location **Job Details**

**Description**

**Schedule: Monday - Friday, 8:00 - 5:00**

**Summary/Objective:**

In this role the Unified Communication and Collaboration Team Leader will be responsible for the leadership,

architecture, design, project management, and deployment of Unified Communications solutions including

Office 365, Avaya, conference room technology, and 3rd party Contact Center applications. To realize these

goals and objectives the position must balance strong financial and technical results with a strong team and

customer focus

**Essential Functions:**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

* Production and Project support of voice network, applications, UC, and cloud-based communication

solutions and platforms

* Supervision, leadership, and management of the UCC team. Recruiting, hiring, training, evaluation and

mentoring of staff to ensure positive employee development

* Interface directly with lines of business to ensure UCC platforms are meeting their goals and objectives

* Monitors, identifies, and executes process improvements to meet current and future user demands

* Develop, measure and report UCC performance metrics

* Work with staff to create viable project plans for system deployment and/or upgrades that will positively

impact end users and enable DCU's business strategy

* Assists with development, evaluation and management of operating and capital budgets for

communications and contact center infrastructure, networks, UC applications, UCaaS and CPaaS

service providers

* Manages communications requests, program needs assessments, project plans, budgets, schedules,

internal and external resources ensuring project execution

* Institute strong governance to lead and direct the UCC group with standard processes and workflows

* Ensure that existing procedures are followed and that all procedures are documented in accordance

with ITIL guidelines

* Owns product lifecycle management tracking EOS and EOL and ensuring firmware and service pack

application to address performance and security issues

* Executes strategic decisions on vendors, technologies and the best solutions by researching and

staying in the forefront of technology trends

* Perform other job-related duties as assigned by Managers(s).

**Other Duties:**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties

or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may

change at any time with or without notice.

**Job Competencies:**

* Focuses and guides others in accomplishing work objectives; rewards and recognizes other, both

formally and informally, in ways that motivate them. Sets high performance expectations for team

members; sets clear performance expectations and objectives; holds others accountable for achieving

results. Successfully finds resources, training, tools, etc. to support staff needs. Work with staff to

create developmental opportunities to expand knowledge and skill level; provides effective feedback

and guidance for career development.

* Shows ability to plan, schedule, direct work of self and others; balances task requirements and

individual abilities; organizes materials to accomplish tasks; sets challenging yet achievable goals for

self and others.

* Communicates a vision and inspires motivation; engages with others (direct-reports and peers) in team

process to solve problems; works to find a win/win resolution of differences; is aware of how

management style impacts staff productivity and development; modifies leadership style to meet

situational requirements; helps team stay focused on major goals while managing within a context of

multiple directives.

* Monitors the work of direct reports to ensure quality standards and thoroughness; considers the

knowledge experience, and skill of staff members when determining the extent of review.

* Clearly conveys and receives information and ideas through a variety of media to individuals or groups

in a manner that engages the listener, helps them understand and retain the message, and invites

response and feedback. Keeps others informed as appropriate. Demonstrates good written, oral, and

listening skills.

* Effectively exploring alternatives and positions to reach agreements and solutions that gain the support

and acceptance of all parties.

* Maintains effective performance under pressure; handling stress in a manner that is acceptable to other

and to the organization.

* Make customers/clients and their needs a primary focus of one's actions; show interest in and

understanding of the needs and expectations of internal and external customers (including direct reports);

gains customer trust and respect; meets or exceeds customer expectations

**Education and Experience Requirements:**

* Bachelor's or Master's degree focused in Computer Science, Networking, Telephony or related

discipline

* Minimum of 5 years administering or engineering an Avaya environment

* Minimum of 3 years administering or engineering an Office 365 environment

* Cloud VoIP experience

* Network and/or System experience

* Experience with 3rd party application integration

**Additional Eligibility Requirements:**

* Strong written and verbal skills

* ITIL certification preferred

* Avaya ACSS certification or equivalent preferred

**Supervisory Responsibility:**

The Unified Communication and Collaboration Team Leader is responsible for supervising the telephony and

collaboration team.

**Work Environment:**

This job operates in a professional office environment. This role routinely uses standard office equipment such

as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

**Physical Demands:**

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. This is a largely sedentary role. While performing the

duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle,

feel or operate objects, tools or controls and to reach with hands and arms.

**Travel:**

Minimum travel required

**Service Excellence: The DCU Way:**

All employees are expected to provide service excellence the DCU Way through teamwork and by providing

quality service to internal and external members, incorporating the Guiding Principles of DCUs culture:

* People come first

* Do the right thing

* Make a difference

**Bank Secrecy Act (BSA):**

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge

of current BSA policies, specifically those related to functions performed within the department and identify and

report possible suspicious activity.

**We are proud to be an EEO/AA employer M/F/D/V.**

**Skills**

**Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or a