Unified Communications Manager

Resp & Qualifications

• Manages the team’s leadership and planning efforts. Hires, motivates, coaches, counsels, and develops team members and ensures that staff has appropriate tools and training. Evaluates performance of each team member, generates performance plans and sets goals within the context of the corporate policy. Ensures that team members are kept abreast of all relevant standards and methods. Develops and manages the team’s budget.
• Ensures successful completion of day-to-day changes, corporate initiatives, and other projects by managing team and/or matrixed resources to ensure effective Systems Development Life Cycle (SDLC) activities spanning request analysis, requirements or specifications documentation, acceptance testing, development and maintenance of operating procedures operations support, and implementation impact assessment.
• Ensures successful completion of other tasks, such as daily maintenance of systems control files, benefit files, and reimbursement files, processing of trading partner transaction files, updating user documentation, and production of adhoc reports. Ensures development and oversees use of team controls and processes for production systems support and monitoring, which includes issue analysis ,tracking, and resolution. Document operational systems processes and work with peer managers to create process documents.
• Directs and participates in planning sessions to ensure that the team’s operations and long-range goals are coordinated with other department staff, IT, and clients. Develops and/or assists with the development of project management plans for day-to-day changes, corporate initiatives, and other projects. Provides resource estimates, timeframes, guides cost/benefit ROI business cases, and assists with the development of budgets for initiative projects. Oversees corporate processes for systems change management, spanning request submission, review, validation, prioritization, scheduling, and status reporting.
• Responsible for delivering UC services across the system, including enterprise telephony/voice, messaging (email, chat, faxing, etc.), unified communications, mobile device management, video conferencing, and collaboration (Microsoft 365 productivity applications) and managing day to day operations to ensure stable and reliable delivery of UC services.
• Lead the vision, roadmap execution, and day to day management of O365, Microsoft Teams, voice capabilities, and call center technology.
• Lead the design, configuration and implementation of integration between the unified communications systems and other systems.
• Directs and oversees UC projects, technology refreshes, new technology introductions and UC governance through implementation of standards, repeatable processes and quality measures.
• Serve as technical lead for major implementation projects for unified communications systems, including understanding needs for the system, designing the system and implementing best practices for unified communications deployment to ensure investment in technology is consistent with business objectives.
• Manages the documentation and creation of standard operating procedures and processes for operation and support for all collaborative technologies and activities.
• Review, research, recommend and implement cost effective products, systems and services in cooperation with vendors
• Maintain effective relationships with key business owners to ensure the department understand business requirements and future demand with respect to its impact on platform design and operations.

• 5 years Business Analysis experience
• Progressive leadership experience1 year supervisory

• Demonstrated in-depth experience with technologies, systems, and business processes supported by the department (e.g., claims processing, enrollment and billing, financial, etc.)
• Experience implementing Microsoft Teams and leveraging the MS capabilities available to drive continuous improvement.
• Knowledge of Unified Communications, Enterprise Voice, Power Automate and PowerBI products.
• SharePoint Online Knowledge.
• Good mix of technical and business background. Positive, collaborative and solution-oriented attitude.
• Experience with Call and Video recording, transcription, translation.
• Knowledge of market leading technologies, tools, and platforms.
• Ability to think outside the box and drive solutions outside of the norms.
• Experience in industry best practices for project management (including resource estimating, tracking, and metrics), business/systems analysis, and software testing.
• Demonstrated competence with full software development project life cycle.
• Must be able to evaluate demands on a timely basis and distribute resources effectively, establish and manage multiple priorities, and respond appropriately to unplanned events/projects.
• Excellent written and verbal communication, interpersonal, analytical, and problem-solving skills.
• Must have the ability to negotiate and manage customer relationships and expectations.
• Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.