Manager of Unified Communications, FT, Days
About The Position
Provides management in the planning and support of the Prisma Health voice network infrastructure environment. Establishes, maintains, plans, and documents support and maintenance standards and monitors effectiveness. Works with all Prisma Heath departments to establish direction and integration of Voice and Contact Center systems. Interfaces with other ITS teams to create a consistent telephony and end user experience for Prisma Health. Hire, evaluate, counsel, and mentor staff to maintain qualified and motivated personnel. Responsible for the scheduling of on-call duties for the assigned team. Assists Director in planning operational, capital and project budgets and administration for given teams, short and long-term planning, and quality assurance, as well as the overall service delivery for designated application functionality.
Requirements
- Education - Bachelor's degree in Computer Science, Information Systems Engineering, Business Management, or related field of study. Master's degree in Computer Science, Information Systems Engineering, Business Management, or related field of study preferred
- Experience - Five (5) years in information technology. Leadership/management experience and an engineering background in an enterprise IT environment leading IT Network Services teams.
- Ability to demonstrate thorough understanding of Unified Communications, Contact Center, VoIP Technologies, and Messaging systems. Fundamental knowledge of Routing, Switching, Firewall, DNS, DHCP, Load Balancers, Wireless Controllers, Identity Services, Intrusion Detection Systems, Authentication Systems, Data Center Technologies, Packet Capture and Analysis, and IPV4 / IPV6
Nice To Haves
- Technology Certifications relevant to the scope of responsibilities.
Responsibilities
- Leads and mentors' staff of Unified Communications Engineers, Contact Center Engineers and Telecommunication Analysts, providing direction through development plans and performance evaluations, monitoring daily workload, project workloads and responsibilities in support of the vision, goals and standards of behavior.
- Works closely with customers to analyze their needs and ensure that the enterprise telephony and contact center systems are utilized to improve business or clinical processes that are aligned and support the critical business strategies.
- Assists Information Technology Corporate Directors with planning and managing strategic plans, departmental financial budgets, and capital equipment requests.
- Coordinates resources to meet customer expectation for a portfolio of projects, change requests, maintenance activities and support tickets related to enterprise telephony and contact center systems.
- Develops, promotes, and maintains standards for enterprise network and telephony and contact center systems, project management, technical system configuration, systems integration, testing, and training, and oversees these processes for implementations, upgrades, and other system changes. Ensures compliance with departmental or organizational standards.
- Responsible for ensuring the integrity and availability of Enterprise Telephony and Contact Center Systems. Maintain Information Technology vendor compliance with adherence to agreed KPI and SLA's. Accountable for monitoring and adherence to the Prisma Health ITS Service Level Agreements.
- Identifies, evaluates, and manages third party vendors, technology or processes for integration with information technology systems.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Hospitals
Number of Employees
5,001-10,000 employees
