Manager, Unified Communications

Manager, Unified Communications, Boston, MA

We have a great opportunity for a Manager, Unified Communications. The Manager, Unified Communications, will lead the organization's unified communications strategy, implementation, and operations. The successful Manager, Unified Communications will oversee a team of engineers and administrators responsible for managing critical platforms such as Microsoft Teams (chat, conferencing, and calling), Microsoft 365 email, Microsoft OneDrive, and Cisco Unified Communications Manager (CUCM), and ensure seamless communication services across the enterprise. This role requires hands-on technical expertise, proven leadership skills, and experience migrating legacy collaboration and telecom systems to modern cloud-based platforms. The Manager, Unified Communications, will collaborate with cross-functional teams, drive system optimization, ensure operational excellence, and deliver a superior user experience for all communication and collaboration tools. Candidates must have Cloud Networking experience. This position is 100% Remote but can transition to hybrid or fully onsite in the future, so candidates must be local in Boston, MA.

Manager, Unified Communications Responsibilities:

• Oversee the administration, configuration, and optimization of Microsoft Teams for chat, video conferencing, and telephony (including PSTN integration).
• Manage Microsoft 365 email administration, including email security, compliance, and reliability. Administer Microsoft OneDrive, including storage policies, sharing permissions, and data governance.
• Maintain Cisco Unified Communications Manager (CUCM) environment during transition to Microsoft Teams Calling.
• Work as part of a cross-functional team to migrate collaboration and telecom solutions across the firm from legacy on-premise solutions to modern cloud-environments.
• Lead the planning and execution of telephony migrations from legacy platforms (e.g., Cisco CUCM) to Microsoft Teams Calling.
• Ensure minimal disruption during migrations, including testing, user training, and post-migration support.
• Manage a team of engineers and administrators, providing mentorship, performance evaluations, and career development opportunities.
• Assign tasks, monitor progress, and ensure team deliverables meet organizational standards and timelines.
• Design and implement advanced call routing features such as hunt groups, auto-attendants, and call queues within Microsoft Teams.
• Troubleshoot and resolve complex telephony and communication issues.
• Develop and execute a unified communications roadmap aligned with business goals.
• Evaluate emerging technologies and recommend improvements to enhance productivity and collaboration.
• Monitor system performance, uptime, and security for all unified communications platforms.
• Establish and maintain policies, procedures, and documentation for system administration and user support.
• Ensure compliance with organizational security standards and industry regulations (e.g., GDPR, ISO 27001).
• Partner with IT leadership, business units, and vendors to align communication tools with organizational needs.
• Serve as the escalation point for complex technical issues and user concerns.
• Oversee end-user training programs for Microsoft Teams, OneDrive, and other collaboration and communications tools to maximize adoption and proficiency.
• Coordinate with helpdesk teams to resolve escalated support tickets.

Manager, Unified Communications Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 7 years of experience in IT, with at least 3-5 years focused on unified communications and collaboration technologies.
• Strong knowledge of Cisco CUCM configuration, troubleshooting, and maintenance.
• Proven experience managing Microsoft Teams for chat, conferencing, and enterprise voice/calling.
• Hands-on experience with Microsoft 365 Mail administration and Microsoft OneDrive management.
• Demonstrated success in migrating telephony platforms (e.g., Cisco CUCM) to cloud-based solutions such as Microsoft Teams Calling.
• Experience with Cisco Unified Communications Manager (CUCM) or similar telephony solution, including call routing, hunt groups, and system maintenance.
• 3+ years of experience managing a team of technical professionals (engineers/administrators).
• Experience with additional collaboration tools (e.g., Zoom, Slack) for comparative knowledge.
• Knowledge of cloud telephony providers (e.g., Direct Routing, Operator Connect) for Microsoft Teams.
• Familiarity with PowerShell scripting for Microsoft 365 automation.
• Understanding of cybersecurity best practices for unified communications systems.
• Vendor management experience with Microsoft, Cisco, or telephony service providers.
• Expertise in Microsoft 365 administration, including Exchange Online, Teams, OneDrive, SharePoint, and Entra.
• Proficiency with MS Teams calling, including voice policies, dial plans, and integration with PSTN/SBCs.
• Familiarity with network protocols (e.g., SIP, VoIP, QoS) and telephony infrastructure.
• Experience with call center technologies and reporting tools is a plus.
• Exceptional leadership and team management abilities.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Project management experience, with a track record of delivering initiatives on time and within budget.
• Relevant certifications preferred (e.g., Microsoft 365 Certified: Teams Administrator, Cisco CCNP Collaboration, ITIL).

Benefits include Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability, Flexible Spending Account, Health Savings Account, Lifestyle Spending Account, Voluntary 401(k) Plan, Profit Sharing, etc.