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UC Support Manager

2 months ago

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

Vibrant Emotional Health is seeking a highly skilled UC 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 engineers in delivering high-quality services and support to our end-users.

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
  • 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
Requirements:
  • Strong experience with voice applications and contact center services
  • Knowledge of IT industry environment and business needs
  • Experience supporting large-scale network implementations and upgrades
  • Excellent communication and interpersonal skills
  • Proven ability to manage and lead cross-functional teams
  • Demonstrated experience in resource allocation, workload distribution, and management
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
Benefits:

Vibrant Emotional Health offers excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.

We are an equal opportunity employer and welcome applications from diverse candidates. Please note that we do not charge any application, processing, or training fee at any stage of the recruitment or hiring process.