Manager, Unified Communications

Description

Location: This position is located at our Dublin, OH campus with hybrid flexibility.

We're on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost - that's why we call ourselves Healthcare Warriors™. We're committed to building diverse and inclusive teams, so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement.

The Manager, Unified Communications is responsible for managing a team of Voice Engineers and Administrators that design, provision, and support all unified communications back-end systems and infrastructure, carrier connections, UCaaS platforms, and CCaaS platforms. Work will focus on maintaining the team's excellent service uptime and availability while working with business partners to identify, plan, implement, and test additional unified communications services as the business deems necessary. This person should have a thorough understanding of Contact Center operations and previous experience supporting a large contact center. Additionally, they should exhibit a robust understanding of Workforce Management and CCaaS platform best practices and be able to quickly make recommendations for improvements as needed. They will coordinate with hardware and software vendors, negotiate with them, and place necessary orders. The Unified Communication Manager acts as an escalation point for all Unified Communications issues. This person will work closely with other IT teams (Platform Engineering, Service Desk) and should have a thorough understanding of project management, change management, and observability for UC platforms. This candidate must be able to be productive in a fast-paced environment and work with minimal supervision.

What you'll do

• Evaluate and deliver new Unified Communications services and processes based on industry best practices. Manage project scope, resource allocation, milestones, and communications with business partners. Create and manage the team's roadmap.
• Work with our business partners to plan, implement, and support configuration changes and/or updates within the Quantum Health change control process, implementing service-impacting changes during off-hour maintenance windows.
• Manage Unified Communications team members, maintaining good team morale, creating and updating individual development plans, having 1 on 1 meetings, and working with HR to handle disciplinary issues.
• Drive the team's deliverables by running daily standups, managing team sprints, formulating and communicating prioritization, and removing blockers as they arise.
• Manage Unified Communications escalations from the Service Desk and observability systems. Manage the team's after-hours support and on-call schedule. Act as an escalation point for after-hours and on-call issues.
• Establish and manage vendor relationships, including licensing and support agreements. Work with Procurement and Finance teams to purchase or renew services.
• All other duties as assigned.

What you'll bring

• Bachelor's Degree in Computer Science, Mathematics, or Information Systems preferred (or equivalent experience)
• CCNP-Collaboration or higher preferred
• Exhibit a thorough understanding of voice systems and interdependencies with virtualization, storage and network systems
• Experience working in an Agile environment preferred
• Ability to research and compare UC solutions across multiple, disparate providers
• Ability to plan, design, implement and support end-to-end unified communications solutions
• Ability to follow a change management process
• Ability to solve difficult and complex problems
• Understand vendor support structures and protocols
• Exhibit a thorough understanding of IP networking and VoIP protocols and codecs
• Exhibit a thorough understanding of call routing and queuing
• Understand industry trends and best practices as they relate to Unified Communications
• 3+ years Unified Communications team management experience
• 5+ years designing and implementing IVRs, AAs, and queues
• 5+ maintaining PSTN connectivity (SIP)
• 5+ years managing PBX and Contact Center services (Cisco UCCE experience strongly preferred)
• 5+ years managing Quality Assurance and Workforce Management solutions (Verint experience strongly preferred)
• 2+ years' experience integrating contact center solutions with conversational AI platforms
• 2+ years' experience working with faxing platforms and OCR system integrations
• 2+ years automating tasks using VbScript, PowerShell and Axl scripts
• 5+ years managing system observability and alerting
• 5+ years managing unified communications systems in a highly-virtualized VMware environment
• 2+ years' experience negotiating and managing carrier agreements
• 5+ years' experience integrating unified communications solutions with Microsoft Exchange/Outlook
• 2+ years' experience implementing and supporting UCaaS audio/visual solutions for Teams, WebEx, and Zoom
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.

What's in it for you

• Compensation: Competitive base pay, incentive plans and employee referral bonuses.
• Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
• Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more! Check out our home: https://youtu.be/xRnbvCW_YgA

What you should know

• Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
• Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check
• Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we're committed to empowering our ERGs, and we're proud to be an equal opportunity employer.
• Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.
• Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.

#LI-KT1 #LI-hybrid

Note: Compensation information published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate's unique combination of experience and qualifications related to the position.

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