Manager - Zoom UC Delivery

Black Box•New York, NY

11d

About The Position

The Manager - Zoom UC Delivery provides onsite leadership and operational oversight for enterprise unified communications delivery. The role directs day-to-day team activity, plans staffing and backup coverage, coordinates onboarding and readiness, leads operational meetings, and supports team performance through coaching, technical guidance, and development planning. The manager promotes a high-touch customer service model, builds relationships with customer and technical stakeholders, and serves as the initial management escalation point for onsite delivery concerns. The position oversees incidents, problems, maintenance, service requests, approved changes, Zoom deployments, enterprise UC migrations, integrations, and lifecycle activity. It coordinates discovery, dependencies, readiness, testing, cutover, transition, and post-change support. The role ensures compliance with customer procedures, site requirements, security controls, change management, Black Box processes, and service-management standards. It maintains operational reporting and action tracking, improves workflows and customer experience, and sustains documentation, knowledge management, cross-training, and backup coverage.

Requirements

Bachelor’s degree in information technology or a related field, or equivalent relevant experience.
8+ years supporting enterprise UC, telephony, contact center, or managed-service environments.
Strong Zoom Workplace, Zoom Phone, and Zoom Contact Center experience as the primary technical background.
Experience participating in or leading enterprise UC migrations, including discovery, dependencies, readiness, testing, cutover, transition, and stabilization.
Experience managing onsite operations, staffing coverage, customer escalations, service quality, performance accountability, documentation, and continuous improvement.
Knowledge of networking and telephony dependencies, including LAN/WAN, DNS, firewalls, QoS, bandwidth, latency, jitter, packet loss, carriers, and number porting.
Proficiency with Microsoft Office, Outlook, SharePoint, ServiceNow, and related service-delivery tools.

Nice To Haves

Three or more years of people-management or onsite team-leadership experience.
Relevant Zoom training or certification.
Zoom Virtual Agent experience.
Cisco Unified Communications experience, including familiarity with CUCM, Cisco Unity Connection, voice gateways, SIP, dial plans, call routing, and cloud UC interoperability.
Preference for experience with Cisco UC or other legacy/on-premises platforms.

Responsibilities

Provide day-to-day direction to onsite team members; set priorities, assign and delegate work, monitor workload, and align activities with customer requirements and service commitments.
Maintain staffing and backup coverage plans based on operating hours, scheduled activity, employee availability, planned leave, and demand.
Coordinate onboarding, customer orientation, process training, tool access, documentation, role expectations, and stakeholder introductions.
Lead recurring operational meetings covering priorities, incidents, requests, approved changes, project and migration activity, risks, and customer concerns; confirm ownership, due dates, technical participation, documentation, and action completion.
Set role expectations and measurable service objectives; monitor work quality and documentation; coach team members, identify training and certification needs, and address performance concerns with Black Box leadership and Human Resources.
Promote high-touch customer service through timely communication, visible ownership, and follow-through; build stakeholder relationships and turn customer feedback into improvement actions.
Act as the initial management escalation point for onsite delivery concerns, resource conflicts, service-quality issues, and unresolved requests.
Oversee incidents, problems, maintenance, service requests, and approved changes in coordination with Black Box, Zoom, carriers, vendors, and customer stakeholders.
Provide management oversight for Zoom deployments, enterprise UC migrations, integrations, and lifecycle activity; coordinate discovery, dependencies, readiness, testing, cutover, transition, and post-change support.
Ensure compliance with customer procedures, site requirements, Black Box processes, security controls, change management, and service-management standards; review documentation and professional conduct.
Report on onsite activity, service performance, utilization, risks, escalations, recurring issues, accomplishments, and priorities; maintain action trackers and communicate items requiring customer or leadership decisions.
Evaluate workflows, incidents, handoffs, trends, and feedback to improve efficiency, quality, readiness, and customer experience.
Maintain procedures, environment information, escalation paths, and lessons learned; establish cross-training and backup coverage to reduce individual dependency.