Senior Manager IT Unified Communications Operations

Salary: $109,000 - 149,000 per year Requirements:

• We require a bachelors degree and 8 years of experience in applications development, analysis, or engineering, or a high school diploma/GED and 12 years of experience in applications development, analysis, or engineering.
• We are looking for prior leadership experience in technical implementation.
• We need knowledge of standard development life cycles such as Waterfall or Agile.
• We need familiarity with system and data design.
• Preferred: 8+ years supporting enterprise Unified Communications environments.
• Preferred: 7+ years leading technical operations teams in large organizations.
• Preferred: Experience managing mission-critical, 24x7 production environments.
• Preferred: Strong background with Cisco Unified Communications technologies and SIP-based services.
• Preferred: Experience managing telecommunications providers, vendors, and operational budgets.
• Preferred: Experience in a highly regulated environment, ideally a financial institution.
• Preferred: Hands-on experience with Cisco Unified Communications Manager (CUCM).
• Preferred: Experience with Cisco Unity Connection, Expressway, and IM & Presence.
• Preferred: Experience with SIP trunking, session border controllers (SBCs), and voice gateways.
• Preferred: Knowledge of VoIP architecture and troubleshooting.
• Preferred: Experience with cloud and hybrid collaboration technologies, with Microsoft Teams Phone preferred.
• Preferred: Familiarity with ITIL service management practices.
• Preferred: Experience with incident, problem, change, and release management.
• Preferred: Knowledge of vulnerability management, business continuity, and disaster recovery.
• Preferred: Experience in a large financial institution.
• Preferred: Experience supporting cloud contact center integrations.
• Preferred: Microsoft Teams Phone experience.
• Preferred: ITIL, PMP, CCNP Collaboration, CCIE Collaboration, or equivalent certifications.

• We lead and develop a high-performing Unified Communications Operations team.
• We establish operational standards, governance, service levels, and performance metrics.
• We drive operational excellence through incident, problem, change, and service management practices.
• We act as the senior escalation point for critical production issues and service disruptions.
• We build strong partnerships across Infrastructure, Engineering, Security, Risk, and business stakeholders.
• We ensure the availability, stability, performance, and supportability of enterprise voice and collaboration services.
• We oversee day-to-day operations, maintenance, monitoring, and support of Unified Communications platforms.
• We lead major incident response, service restoration, root cause analysis, and continuous improvement efforts.
• We support technology upgrades, platform lifecycle management, and operational readiness for new solutions.
• We manage relationships with telecommunications carriers and strategic technology vendors.
• We collaborate with Engineering teams on platform roadmaps, upgrades, resiliency, and modernization efforts.
• We ensure new technologies transition smoothly into production support.
• We participate in capacity planning, disaster recovery, and business continuity initiatives.
• We provide operational guidance for architecture and technology design decisions.
• We ensure Unified Communications platforms remain secure, compliant, and aligned with enterprise standards.
• We oversee patch management, vulnerability remediation, and operational risk controls.
• We support audits, regulatory requirements, and security assessments.
• We maintain operational resiliency and recovery capabilities for critical communications services.

• Cloud
• Cisco
• Support
• ITIL
• Security
• Unity
• GameDev

More:

We offer a remote role that may only be hired in Arizona, North Carolina, or Texas. As the Senior Manager, Unified Communications Operations, we lead the delivery, stability, security, and continuous improvement of our enterprise voice and collaboration services. This position manages a team supporting mission-critical Unified Communications platforms and partners closely with Unified Communications Engineering, Infrastructure, Security, and business leaders on lifecycle management, operational readiness, resiliency, and strategic transformation. We provide competitive, thoughtfully designed benefits as part of our total rewards program and are committed to meeting the needs of our associates.

last updated 35 week of 2026