Manager, Unified Communications & Contact Center Technology

Independence Pet Group•Chicago, IL

4d•Hybrid

About The Position

IPG is seeking a Manager, Unified Communications & Contact Center Technology. The Manager, Unified Communications & Contact Center Technology is responsible for the strategic design, implementation, and ongoing leadership of IPG’s enterprise-wide telecommunications and contact center technology infrastructure. This role will serve as the telephony architect, overseeing the development of a flexible, scalable, and secure communication environment that supports the organization’s customer engagement strategies and operational excellence. The Manager will lead teams responsible for telephony administration, support, and workforce management, ensuring optimal performance and alignment with business goals. This position will collaborate with business unit leaders, end-users, and IT teams to identify, design, and implement communication solutions that enhance efficiency, improve customer service, and drive measurable business improvement across IPG.

Requirements

Experience in the design, deployment, and configuration of on-premises and cloud-based telephony and contact center solutions.
Experience with integrating telecommunication with third-party systems.
Post-secondary education or equivalent combination of education and business experience.
6+ years of experience in telecommunications architecture, engineering, or unified communications management.
5+ years of leadership experience overseeing technical and/or operational teams in a large enterprise environment.
Proven success leading to the design and implementation of enterprise-scale contact center and unified communications solutions.
Experience leading integration of AI-driven solutions into telecommunications and contact center platforms, such as conversational AI, chatbots, voice analytics, and intelligent routing.
Proven ability to evaluate, select, and deploy emerging AI technologies that enhance customer experience, agent productivity, and operational efficiency.
Excellent verbal and written communication skills with the ability to collaborate effectively with technical teams, business stakeholders, and external vendors.
Strong analytical, troubleshooting, and problem-solving skills with the ability to resolve complex issues and leverage data-driven insights to optimize performance and drive continuous improvement.
Demonstrated ability to work independently while maintaining strong collaboration within a cross-functional, team-oriented environment.
Translating business objectives into comprehensive technology strategies and actionable implementation plans.
Vendor negotiation and contract management experience, including with AI solution providers and cloud communication vendors.
Authority to review, validate, and approve high-value technology expenditures and vendor invoices in alignment with budget.
Ability to travel up to 10% of the time to support projects, vendor meetings, and cross-site collaboration.

Responsibilities

Develop and execute a comprehensive telecommunications and contact center technology strategy that aligns with enterprise goals.
Assess and architect a flexible, enterprise-wide design for unified communications and contact center technologies.
Lead the evaluation and implementation of new communication technologies and integrations to enhance customer experience and operational agility.
Serve as a key advisor to executive leadership on telecommunications strategy, industry trends, and emerging technologies.
Lead, mentor, and develop teams of telephony administrators, support personnel, and workforce management professionals.
Oversee day-to-day operations of telecommunication systems, ensuring high availability, reliability, and performance.
Establish clear performance goals and foster a culture of continuous improvement and innovation.
Partner with business unit leaders, end-users, and IT to identify opportunities for process improvement and technological enhancement.
Facilitate information gathering, requirement elicitation, and business needs analysis for telecommunications and contact center projects.
Document and validate detailed business and technical requirements; manage testing and implementation processes to ensure successful delivery.
Act as a liaison between technical teams, vendors, and business stakeholders to ensure effective communication and solution alignment.
Support the full lifecycle of improvement initiatives—from defining mandates and implementing solutions to measuring and reporting tangible benefits.
Manage vendor relationships and contracts related to telecommunications and contact center platforms.
Oversee integration of third-party technologies, ensuring compliance with IPG/IPH security and data standards.
Evaluate cost, performance, and scalability of vendor solutions to ensure value and sustainability.