Manager of Unified Communications

Our Client is seeking an experienced and strategic Manager of Unified Communications to lead our team responsible for the design, implementation, and operational support of our Cisco-based communication and collaboration platforms. The ideal candidate will have a strong technical background in Cisco UC solutions and a proven track record of managing technical teams within a large, dynamic corporate environment. This role is critical to ensuring our company's communication systems are reliable, scalable, and aligned with our business objectives.

Key Responsibilities

• Team Leadership & Development: Lead, mentor, and manage a team of unified communications engineers and administrators. Foster a collaborative and high-performance team culture, providing regular feedback, coaching, and career development opportunities.
  

• Operational Excellence: Oversee the daily administration, maintenance, and support of all Cisco Unified Communications (UC) infrastructure, including but not limited to:
  

  • Cisco Unified Communications Manager (CUCM)
    

  • Cisco Unity Connection (CUC)
    

  • Cisco IM & Presence (IM&P)
    

  • Cisco Expressway (MRA)
    

  • Session Border Controllers (SBCs) and voice gateways
    

  • Cisco Contact Center (UCCX/UCCE)
    

  • Physical and soft endpoints (Cisco IP Phones, Jabber, Webex App)
    

• Strategic Planning: Develop and execute a long-term strategy and roadmap for the company's communication and collaboration technologies. Evaluate emerging technologies and make recommendations to enhance functionality, improve user experience, and increase efficiency.
  

• Project Management: Manage and lead UC-related projects, including system upgrades, migrations, new site deployments, and the integration of new communication services. Ensure projects are delivered on time, within budget, and to specification.
  

• Vendor & Stakeholder Management: Act as the primary technical liaison with vendors, telecom carriers, and service providers. Manage service level agreements (SLAs), contract negotiations, and procurement of hardware and software. Collaborate with business leaders to understand their communication needs and deliver effective solutions.
  

• Performance & Capacity Management: Proactively monitor system performance, troubleshoot complex issues, and conduct root cause analysis. Oversee capacity planning to ensure the infrastructure can support future growth.
  

• Policy & Documentation: Develop, implement, and maintain policies, procedures, and documentation for system architecture, operations, and disaster recovery. Ensure compliance with corporate security standards and industry best practices.
  

Required Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
  

• A minimum of 5 years of hands-on experience managing and supporting complex Cisco Unified Communications environments in a large corporate enterprise (over 1,000 users).
  

• A minimum of 2 years of experience in a leadership or management role, directly supervising technical staff.
  

• In-depth technical expertise with the core components of the Cisco UC suite (CUCM, Unity Connection, IM&P, Expressway).
  

• Strong understanding of VoIP/SIP protocols, dial plan design, and integration with PSTN services via SIP trunks and voice gateways.
  

• Solid knowledge of underlying network principles as they relate to real-time voice and video traffic (QoS, TCP/IP, routing, and switching).
  

• Demonstrated experience in managing large-scale technology projects.
  

• Excellent communication, leadership, and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
  

Preferred Qualifications

• Active Cisco certifications (e.g., CCNP Collaboration, CCIE Collaboration).
  

• Experience with Cisco Contact Center platforms (UCCX or UCCE).
  

• Experience with cloud and hybrid communication solutions, such as Cisco Webex Calling, Webex Meetings, and Microsoft Teams integration.
  

• Familiarity with video conferencing systems, including Cisco Telepresence and Webex Devices.
  

• Knowledge of scripting and automation tools (e.g., Python, Ansible) to streamline administrative tasks.
  

• Experience managing departmental budgets and technology lifecycles.