Manager, IT - UC Telephony

Community Health Systems Professional Services Corporation•Franklin, TN

About The Position

The Manager of UC Telephony provides operational leadership and team management for the organization's unified communications telephony services, with primary responsibility for Cisco Webex Calling (or equivalent cloud/hybrid UC platforms). This role combines technical oversight with people management to ensure reliable, secure, and high-performing telephony operations, including voice calling, emergency services (E911), call admission control, and location-based features. The Manager leads the UC Telephony team in delivering consistent service, optimizing integrations, managing day-to-day operations, and aligning capabilities with enterprise communication needs and user experience goals. The Manager partners closely with Network Engineering, Security, DevOps/IT Operations, Contact Center teams, and Business stakeholders to maintain a resilient, compliant, and cost-effective UC telephony environment.

Requirements

Proven leadership in managing technical teams within unified communications or telephony environments.
Strong expertise in Cisco UC telephony platforms (e.g., Webex Calling, Unified CM elements), including administration, integrations, E911, call control, SBCs, and hybrid/cloud deployments.
Solid operational skills for platform stability, incident management, performance optimization, and automation.
Excellent communication skills to engage stakeholders, explain technical concepts to technical and non-technical audiences, and build consensus.
Collaborative leader with the ability to mentor engineers, drive team performance, and foster trust across infrastructure, security, and application teams.
Analytical mindset for troubleshooting, capacity planning, cost optimization, and metrics-driven improvements.
Familiarity with UC security, compliance (e.g., emergency calling regulations, privacy standards), and regulatory requirements in enterprise environments.
Bachelor’s degree in Information Technology, Computer Science, or related field preferred
8–12 years of progressive IT experience with at least 3 years in a supervisory or leadership role
Some workstation and server support experience.
Substantial network administration experience.

Nice To Haves

College Degree with Certifications and Experience

Responsibilities

Lead and develop the UC Telephony team, including engineers and administrators responsible for Webex Calling (or similar) platform administration, configuration, integrations, and support.
Oversee daily operations, stability, performance, and incident management for enterprise telephony services, including voice calling, mobility, conferencing basics, and advanced features like E911 emergency services, call admission control, and location-based services.
Drive implementation and maintenance of standardized processes, configurations, monitoring, alerting, automation, and governance for UC telephony services.
Manage platform upgrades, feature evaluations, and adoption in collaboration with the team and Cisco/partners.
Coordinate integrations between Webex Calling and on-premises systems, cloud services, SBCs, third-party platforms, identity providers (SSO/directory), contact center solutions, recording/compliance tools, and analytics systems.
Lead troubleshooting, root-cause analysis, and resolution for complex telephony issues, including escalations.
Establish and enforce security, privacy, and regulatory standards (e.g., encryption, access controls, certificate management, audits), partnering with Security teams to implement controls and compliance practices.
Monitor and optimize licensing, capacity planning, and cost management for UC telephony resources.
Define, track, and report on operational KPIs, service levels, availability, performance, and user impact metrics for telephony services.
Mentor and coach team members and cross-functional engineers; conduct technical reviews, knowledge sharing, and elevate team capabilities.
Collaborate with stakeholders to translate business communication requirements into actionable telephony solutions and support change initiatives.
Act as the primary escalation point for Cisco and strategic partner issues, supporting vendor management.
Support executive-level reporting on platform health, risks, and operational recommendations.
Leads multiple IT teams or disciplines, ensuring strategic alignment and effective execution
Develops long-term plans for technology capabilities, staffing, and budget management
Partners with senior business leaders to define and prioritize technology initiatives
Establishes governance frameworks, standards, and metrics for performance and risk management
Promotes innovation and adoption of emerging technologies to improve efficiency and scalability
Builds and maintains a high-performing team culture focused on accountability and results