Manager - Zoom UC Delivery

Black Box•New York, NY

10d

About The Position

The Manager - Zoom UC Delivery provides day-to-day leadership for an onsite team delivering enterprise unified communications services. The role plans work and staffing coverage, coordinates onboarding and readiness, leads operational meetings, and monitors team performance, service quality, documentation, and customer commitments. It promotes high-touch customer service and serves as the initial management escalation point for onsite delivery concerns, resource conflicts, service-quality issues, and unresolved requests. The manager oversees incidents, problems, maintenance, service requests, approved changes, Zoom deployments, enterprise UC migrations, integrations, and lifecycle activities. This includes coordinating discovery, dependencies, readiness, testing, cutover, transition, and post-change support with Black Box, Zoom, carriers, vendors, and customer stakeholders. The role also maintains operational reporting, procedures, environment information, escalation paths, and lessons learned, while improving workflows and establishing cross-training and backup coverage. The primary technical background is Zoom Workplace, Zoom Phone, and Zoom Contact Center. Experience with Zoom Virtual Agent is beneficial; Cisco UC or other legacy/on-premises platforms are preferred. A bachelor’s degree in information technology or a related field is preferred, or equivalent relevant experience.

Requirements

Bachelor’s degree in information technology or a related field preferred, or equivalent relevant experience.
8+ years supporting enterprise UC, telephony, contact center, or managed-service environments.
Strong experience with Zoom Workplace, Zoom Phone, and Zoom Contact Center 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.
Leadership, customer-service, communication, operational-planning, decision-making, technical migration, process-discipline, and continuous-improvement skills.

Nice To Haves

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

Responsibilities

Provide day-to-day direction to the onsite team; establish priorities and delegate work based on capacity and skills.
Maintain staffing and backup coverage plans based on operating hours, scheduled activity, employee availability, 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.
Set role expectations and measurable service objectives; monitor work quality, timeliness, accuracy, and documentation; coach team members and identify training needs.
Promote high-touch customer service, maintain 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 relevant internal and external stakeholders.
Provide management oversight for Zoom deployments, enterprise UC migrations, integrations, and lifecycle activity, coordinating discovery, 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.
Report on onsite activity, service performance, utilization, risks, escalations, recurring issues, accomplishments, and priorities; maintain action trackers and communicate items requiring decisions.
Improve workflows, recurring-incident handling, handoffs, readiness, and customer experience; maintain procedures and lessons learned and establish cross-training and backups.