Unified Communications Support Manager

2 weeks 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 collaborate with diverse stakeholders to deliver high-quality services and support.

Key Responsibilities:
  • Provide technical guidance to operations teams on contact center solution design
  • Develop and implement technology strategies for telecom operations, working closely with the Unified Communications director
  • Manage third-party vendor relationships and services with telecommunications partners
  • Collaborate with IT leadership to identify and implement 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 and workload management
Qualifications:
  • Bachelor's Degree in Computer Science/Engineering or equivalent work experience
  • 10 years of experience in IT telecommunications, with 2-3 years in management roles
  • 4 years supporting customer-facing platforms
  • Experience administering VOIP systems and 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. We also offer 4 weeks' vacation and a positive work environment.

We are an equal opportunity employer and welcome applications from diverse candidates. We encourage you to think broadly about your background and skill set for the role.



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