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Unified Communications Manager

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Description

This position will lead MACU’s Unified Communications (UC) team responsible for the planning, design, build, and 24×7 support of VOICE solutions supporting MACU employees and its members. The objective of this role is to deliver effective technology that best enables MACU’s business growth, productivity, and operational stability. This includes but is not limited to contact center, telephony, and video conferencing platforms.

To be effective, an individual must be able to perform each job duty successfully.

  • Leads, develops and coaches to maintain a motivated and professional team, while driving a high level of credibility as an effective and responsive UC technology partner.
  • Leads UC team with technical oversight, standards, and metrics to ensure appropriate business outcomes, quality control, and team capacity management.
  • Leads the architecture and design of full stack solutions for complex business problems.
  • Oversee the deployment, monitoring, troubleshooting and optimization of UC systems.
  • Assist the UC team with, and as needed, perform the troubleshooting of highly complex data, voice, or video problems.
  • Leads and coordinates efforts in diagnosing and resolving production issues.
  • Commits to continuously learn and improve, in both technical expertise and soft skills.
  • Keeps the team informed on emerging technologies and development techniques.
  • Mentors and provides self-development opportunities for engineers.
  • Partner with the UC Product Manager to drive innovation and efficiencies to best support business growth and operational productivity.
  • Partner with the UC Product Manager to develop solution strategies that meet business needs and objectives by working with MACU business partners, leadership, and employees.
  • Works closely with the UC Product Manager and contact center groups to develop customer interaction and voice response systems, and voice networks.
  • Improves and maintains contact center operations by monitoring system performance, identifying and resolving problems, and defining action plans.
  • Perform capacity planning through the ongoing monitoring, alerting, and reporting of resource utilization levels and errors in the environment using a variety of tools and processes.
  • Implement and maintain collaboration security best practices by assessing current threats, vulnerabilities, risks, and associated technical countermeasures.
  • Maintain inventories for support and maintenance per location by working with our selected vendors.
  • In partnership with the UC Product Manager build, maintain, and audit all voice network-related documentation as it relates to configuration, processes, service records, asset inventories, topologies, administration manuals, job instructions, support contacts, etc.
  • Ensure business unit metrics are understood, addressed, and supported in the technology solutions recommended/deployed.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

  • 6+ years experience managing Unified Communications technology solutions including Contact Center solutions.
  • 3+ years of team management experience.
  • Able to promote and maintain high standards of customer service at all times improving outcomes for employees and Credit Union members.
  • Strong organizational and management skills promoting cross functional collaboration and mutual desire for results.
  • Excellent communication skills, both written and oral demonstrated through all levels within the organization, from end-user to senior management regarding business and IT needs.

Education

  • Bachelor’s degree OR additional four years professional experience in a Unified Communications or technology setting preferred.

Licenses, Certifications, Registrations

Technology certifications related to Unified Communications, Contact Center, and Networking a plus.

Managerial Responsibility

Has managerial responsibility for a group of employees with diversified functions. Policies and practices may be implemented through subordinate supervisors. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, coaches and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.

Computer/Office Equipment Skills

Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel

Language Skills

  • Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
  • Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

  • Ability to work both autonomously and collaboratively in a fast-paced environment.
  • Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
  • Adaptive to change, responds positively to altered circumstances or conditions
  • Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
  • Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
  • Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
  • Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

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