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Unified Communications Support Manager

2 months ago

New York, New York, United States Vibrant Emotional Health Full time
Job Title: Unified Communications Support Manager

Vibrant Emotional Health is seeking a highly skilled Unified Communications Support Manager to oversee the design, implementation, and administration of contact center technologies across our network. As a key member of our IT team, you will lead a team of support engineers and ensure that end-users receive the necessary assistance.

Key Responsibilities:
  • Provide technical guidance to operations teams on contact center solution design
  • Develop and implement technology strategies for telecom operations, collaborating with the Unified Communications director
  • Manage third-party vendor relationships and services with telecommunications partners
  • Work closely with IT leadership to identify, implement, and support cost-effective, leading solutions for unified communications
  • Manage team member development, setting and achieving goals, and driving best-in-class customer service through effective team member engagement
  • Deploy, monitor, troubleshoot, and optimize UC systems (voice, video, chat/sms)
  • Document functional and technical requirements for unified communication platforms
  • Provide technical assistance with software upgrades on existing unified communication systems, collaborating with internal and external resources
Requirements:
  • Strong, hands-on experience with voice applications and contact center services
  • Knowledge and understanding of the IT industry environment and business needs
  • Experience supporting large-scale network implementations and upgrades, delivering reliable, quality service
  • Interpersonal skills with the ability to develop and maintain strong stakeholder relationships at all levels in and outside of the business
  • Excellent communication skills (verbal and written) with the ability to present information clearly and concisely
  • Proven ability to manage and lead across highly cross-functional teams
  • Demonstrated experience in resource allocation, workload distribution, and management
  • Must be team-oriented, possess a positive attitude, and work well with others
  • Have a genuine passion for providing excellent customer service and a problem-solving attitude
Qualifications:
  • Bachelor's Degree in Computer Science/Engineering or equivalent work experience
  • 10 years of experience in an IT telecommunications environment, with 2-3 in management roles
  • 4 years supporting customer-facing platforms
  • Experience administering VOIP systems
  • Experience supporting ACD, IVR/ASR systems
Physical Requirements:
  • Frequent communication over video calls with internal and external stakeholders, direct reports, and cross-functional team members, leading meetings

Vibrant Emotional Health is an equal opportunity employer. We consider applicants without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status, or any other category protected by applicable federal, state, or local laws.