Job Description

Job Description

Job Description

Description:

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Unified Communications Manager is responsible for overseeing and managing the organization's unified communications systems, including Microsoft Teams and digital device administration. This role involves the strategic planning, implementation, and maintenance of communication technologies to ensure seamless and efficient collaboration across the organization. The manager will lead a team to support voice, video, messaging, and conferencing solutions, ensuring they meet business requirements and compliance standards. Key responsibilities include managing system upgrades, troubleshooting issues, providing user training, and optimizing the performance of communication platforms. Additionally, the manager will oversee the administration of digital devices, ensuring proper configuration, security, and integration with unified communication systems.

NORMAL DAY-TO-DAY WORK

1. Lead, mentor, and develop the unified communications team. Conduct performance reviews, provide feedback, and ensure continuous professional development.
2. Develop and implement a comprehensive strategy for all unified communications systems (Microsoft Teams, Email, and digital devices),ensuring alignment with organizational goals and objectives.
3. Oversee the installation, configuration, and maintenance of unified communication systems and conference room technology systems. 
4. Manage upgrades, patches, and enhancements to ensure system reliability and performance. Ensure systems are resilient and can recover quickly from disruptions.
5. Manage the administration of Microsoft Teams and Microsoft Exchange Online, including setup, configuration, and integration with other systems.
6. Manage the administration of digital devices, including configuration, security, and integration with communication systems. Ensure all devices are up-to-date and comply with security standards.
7. Provide technical support and troubleshooting for unified communication systems and digital devices. Manage all incidents and conduct root cause analysis to implement corrective actions to prevent recurrence.
8. Develop and deliver training programs to ensure users are proficient with communication tools and devices.
9. Collaborate with vendors to evaluate, select, and procure communication technologies and services.
10. Work with internal stakeholders to understand communication needs and ensure solutions meet business requirements.
11. Monitor the performance of unified communications systems and mobile devices to identify opportunities for process improvements. Implement measures to optimize system performance and user experience.
12. Develop and enforce policies and procedures for the use of unified communication systems and digital devices. Ensure compliance with industry standards, organizational policies, and regulatory requirements.
13. Create and maintain comprehensive documentation for unified communication systems, digital devices, configurations, and processes.
14. Lead and manage projects related to the implementation and enhancement of unified communication systems. Coordinate project activities, timelines, and resources to ensure successful project delivery.
15. Stay updated with the latest trends and advancements in unified communications and digital device management. Identify opportunities for improvement and lead the implementation of innovative solutions to enhance communication technologies.
16. Develop and implement disaster recovery and business continuity plans for unified communication systems. 

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. 7 – 9 years general Information Technology experience engineering, designing, installing, administrating, upgrading, and maintaining mid-to-large scale telecommunications systems.
2. 1 – 3 years of experience as a telecommunications manager, supervisor, or leader.
3. Fluent knowledge of modern Unified Communications systems that include supporting a Contact Center with Conversational AI capabilities.
4. Proven experience in managing and administering unified communication platforms.
5. Strong technical expertise in unified communications technologies, including Microsoft Teams, VoIP, video conferencing, and messaging systems.
6. Proficiency in managing and configuring digital devices (e.g., smartphones, tablets, laptops).
7. Experience with network infrastructure and protocols related to unified communications.
8. Knowledge of security best practices for communication systems and devices.
9. Demonstrated experience in leading and managing projects, including planning, execution, and monitoring.
10. Excellent verbal and written communication skills to interact with stakeholders at all levels.
11. Ability to explain technical concepts to non-technical audiences.
12. Strong vendor management skills to negotiate contracts and manage service providers.
13. Ability to adapt to changing technologies and stay current with industry trends and advancements in unified communications.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
2. Experience with Genesys Cloud CX CCaaS platform.
3. Experience with conversational AI platforms such as Omilia and Glia.
4. Relevant certifications such as Microsoft Certified: Teams Administrator Associate, Cisco Certified Network Associate (CCNA), or similar are preferred.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:  

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

careers@civicfcu.org

PIa61e147aa3e6-25405-38847010

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