Manager of Network Operations &UC Engineering Services

Manager, Network Operations & UC Engineering Services

The Manager, Network Operations & UC Engineering Services is a critical, high-impact "player-coach" leadership role responsible for steering College's enterprise communications and edge networking infrastructure through a transformative period. Serving as a key strategic partner and "right hand" to the Director of Network Services, the Manager will initially provide hands-on technical oversight and mentorship for the Voice Services team following a major transition to a modern Unified Communications (UC) platform. This role will lead the strategic convergence of the Voice Services and Network Operations teams into a single, unified network and communications engineering organization. The ideal candidate is a proactive operational leader with deep expertise in SIP/VoIP, strong enterprise networking fundamentals, and proven success in guiding teams through organizational change, skill uplift, and technology integration.

Strategic Leadership & Organizational Evolution:

• Strategic Partnership: Partner closely with the Director of Network Services to shape the long-term vision, operational roadmaps, and architectural standards for unified communications and network infrastructure.
• Team Convergence & Leadership: Lead the planned integration of the Voice Services and Network Operations teams into a unified engineering unit, fostering a culture of collaboration, cross-training, and continuous improvement.
• Personnel Management & Growth: Manage, mentor, and elevate individual contributors across voice and networking disciplines. Develop targeted professional growth plans to cross-skill voice engineers in modern edge networking and network engineers in VoIP/SIP architectures.
• Operational Excellence: Establish standard operating procedures, incident management escalation protocols, and performance metrics across the merged organization to ensure high availability and service delivery across all campus locations.

Unified Communications & Applications:

• Provide technical oversight for a complex enterprise communications architecture supporting 6,000+ endpoints, 120 emergency response systems, and high-volume call centers across multiple campuses.
• Direct the engineering and maintenance of the Cisco Unified Communications platform, including UCS, Call Manager (CUCM), Unity, CUBE gateways, WebEx Calling/Hybrid, Cisco Endpoints, and analog gateways.
• Manage inbound/outbound SIP trunking, carrier relationships, and call routing topologies.
• Oversee critical communications applications and integrations, including call center platforms (T-Metrics), public safety call recording (NICE), and E911 compliance platforms (Bandwidth Technology).
• Ensure seamless service integrations with enterprise identity and security systems (Microsoft AD/LDAP, Shibboleth, Duo).

Enterprise Network Engineering & Infrastructure:

• Oversee the continuous operation, maintenance, and strategic expansion of Boston College's edge network across 400+ Network Rooms spanning 5 campuses.
• Provide high-level technical direction for enterprise switching infrastructure (800+ Extreme Networks devices) and campus-wide wireless networks (4,300+ Aruba Wireless Access Points).
• Lead network topology planning, hardware lifecycle management, provisioning standards, and edge-to-core connectivity strategies.
• Partner with network architecture leads to optimize network routing, VLAN configurations, quality of service for voice/video traffic, and security segmentation across wired and wireless environments.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.