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UC Support Manager

2 months ago

New York, New York, United States Vibrant Emotional Health Full time
Job Summary

Vibrant Emotional Health is seeking a highly skilled and experienced Unified Communications (UC) Support Manager to lead our team of support engineers in delivering exceptional services and support to our end-users. As a key member of our Information Technology department, you will be responsible for overseeing the design, implementation, and administration of our contact center technologies across the Vibrant and Veterans Crisis Line (VCL) network.

Key Responsibilities
  • Technical Leadership: Provide technical guidance and expertise to the operations teams on the design of contact center solutions, ensuring seamless integration with our existing infrastructure.
  • Technology Strategy: Collaborate with the Unified Communications director to develop and implement technology strategies for telecom operations, driving cost-effectiveness and innovation.
  • Vendor Management: Manage relationships with third-party vendors and telecommunications partners, ensuring optimal service delivery and cost management.
  • Team Development: Lead and develop a team of engineers, setting goals and driving best-in-class customer service through effective team member engagement.
  • System Management: Manage voice and data transmissions by deploying, monitoring, troubleshooting, and optimizing the workflow of UC systems (voice, video, chat/sms).
  • Documentation: Document functional and technical requirements for unified communication platforms, ensuring accurate and up-to-date documentation.
  • Technical Assistance: Provide technical assistance with software upgrades on existing unified communication systems, collaborating with internal and external resources.
Requirements
  • Strong Technical Background: 10 years of experience in an IT telecommunications environment, with 2-3 years in management roles.
  • Technical Expertise: Hands-on experience with voice applications and contact center services, including VOIP systems and ACD, IVR/ASR systems.
  • Leadership Skills: Proven ability to manage and lead cross-functional teams, with excellent communication and interpersonal skills.
  • Education: Bachelor's Degree in Computer Science/Engineering or equivalent work experience.
What We Offer

Vibrant Emotional Health offers a comprehensive benefits package, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K. We also offer 4 weeks' vacation, a plum benefits package, and a supportive work environment.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.