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Position00179 Manager Unified Communications
City, StateDanbury,CT
CountryUnited States
Salary110-120K plus 10% Bonus
Contact NameSteve Silvi

Position Summary

This role requires an individual with experience in Unified Communications Technologies, IP telephony, and Communications Protocols. The candidate must be able to interface globally and have experience with daily operations and support of traditional and unified communications solutions. The individual will need to demonstrate leadership qualities, strong communication skills, financial management skills and proactive management in the planning, and delivery of telecommunications infrastructure and services. This role will require both technical knowledge of communications technologies and the ability to articulate and demonstrate UC solutions. The position is responsible for delivering communications innovations to Our Client, helping the organization to transform its workflows based on new capabilities, and driving the adoption of new Unified Communications technologies throughout the organization.

Critical Dimensions

•             Technical – Must have hands on experience and working knowledge of voice, video and messaging platforms

•             Security Standards – Must be able to function efficiently in a monitored environment, develop and adhere to processes and standards encompassing network and infrastructure security.

•             Teamwork – Must be able to function in a collaborative environment within and across IT/Telecom teams.

•             Project Management – Must have the ability to manage multiple initiatives simultaneously.

•             Vendor Management – Must have proven ability to manage multiple vendors

•             Self-Management – Independent self-starter with the ability to juggle multiple priorities.  Comfortable with ambiguity and conflict. Strong work ethic.



•             Manage a team of employees, consultants, contractors and vendors supporting unified communications at Our Client.

o             Set expectations with team members for ongoing performance management, accountability of actions, and take corrective action when necessary

o             Provide direction for success and development; career path management

o             Drive the ongoing evolution and retention of technology talent

o             Provide one-on-one coaching of team members

o             Ensure staff compliance to company policies, programs and standards

o             Assist technical personnel in remote offices

•             Production and Project support of voice network and applications and UC applications

o             Ensures the engineering designs, plans, maintenance and other activities resulting in a solid and reliable telecommunications operation; inclusive of on premise and central office based telephone systems and equipment, telecommunication service providers, mobile phone provisioning and operations and the integration or unification of various communication platforms and systems.

o             Develops the goals and objectives of the department and establishes and maintains systems, standards, and procedures for efficient operations.  Monitors progress of assigned areas against milestones and reports problems and suggests and takes corrective action.

o             Manage the voice network related contracts and partners, participates in the contract governance process.

o             Works closely with vendors with all aspects of Unified Communications services

o             Assists with development, evaluation and management of budget for Unified Communications

o             Ensures that the budgetary goals are met by careful inspection and reconciliation of invoices.

o             Prioritizes communications requests, analyzes program needs, develops detailed project plans, budgets, and schedules, coordinates internal and external resources, and manages personnel, time and materials and resources required for successful project implementation.

o             Ensures the identification and analysis of internal customer relevant voice, chat and video needs, and the management of all activities to meet those needs, to include problem definition, systems design, enhancement and maintenance, product selection, implementation, and user orientation.

o             Manages the design and creation of standard operating procedures for all collaborative technologies and activities, which include: PBX, call manager, telepresence, chat, instant messaging, desktop video, cloud video and other collaborative technologies.

o             Develops and manages project plans: including key deliverables and resource requirements. 

o             Must have the ability to design, document and manage new platforms as well as workflows.

•             Builds and maintains Unified Communications (UC) roadmap. 

o             Owns product lifecycle management tracking EOS and EOL  and ensuring firmware and service pack application to address performance and security issues

o             Increases adoption of Unified Communications technologies at the Client, helps users optimize their processes taking advantage of new technical capabilities.

o             Keeps up with technology trends, researches technologies for Our Client, and recommends specific vendors technologies, solutions.


o             Performs communications gap analysis, recommends solutions and oversees implementation of improvements. 


Qualifications and Selection Criteria

•             Minimum Education Level: Bachelor Degree. Computer Science, Telephony or Related Discipline preferred

•             10+ years in Telecommunications or Information Technology

•             5+ years managing Telecom, UC or IT teams

•             5+ years Vendor management and contact negotiation

•             Avaya/Cisco IP telephony experience and strong knowledge of both on premise and central office telephone systems and equipment

•             Ideal candidates will have a working knowledge of PBX/Call Manager, SIP trunking solutions, contact center solutions, global dial plans, Avaya/Cisco Voice Gateways, Network Protocols (G.711, G.729, SIP, H.323) and unified communications solutions (Google Hangouts, Jabber, Skype)

•             Strong analytical and conceptual skills, with proven ability to translate business problems into analytical specifications and requirements

•             Strong project management and planning skills, with proven experience managing multiple projects to successfully to completion

•             Dynamic leadership style that can develop and energize multi-disciplined, high-performance work teams to learn and apply new skills/techniques to business needs

•             Excellent oral and written communications; ability to present and discuss technical information in laymen’s terms that establishes rapport, persuades others and gains understanding.

•             Ability to create, foster, and extend relationships across all parts of the business, comfortable with influencing across and within the entire organization


•             Financial Management experience