"Associate Director, IT - Unified Communications"

Overview

The Associate Director of the Unified Communications team is responsible for all aspects of the design, deployment, installation and operational management of telecommunications and associated infrastructure throughout the campus; including Cisco Unified Communication Manager, Cisco Webex, Cisco Packaged Communications Center Enterprise, Avaya Aura Contact Center and Microsoft Teams.

Primary responsibilities include:

Leadership: 1. Accountability for operations and management of telecommunications systems and devices throughout the campus including on-premises and cloud-based Unified Communications and Contact Center platforms. 2. Service ownership for operations and management of telephony environment including 15,000+ active lines, campus dial-plan and associated Direct Inward Dialing inventory.

Strategic: 1. Manages the planning and transition of telecommunications systems to accommodate migrations from on-premises data centers to cloud platforms including consideration of telecommunications carriers, PBX and network equipment manufacturers, contact center solutions and emergency communications systems. 2. Evaluates, develops, distributes and maintains Unified Communication standards as well as the strategic roadmap for associated systems representing the entire Unified Communications environment.

Operations: 1. Collaborates with partner teams including with customers, Network, Desktop Support, Service Desk, Change Management, Microsoft 365, Identity Management and Security teams. 2. Manages the installation and operation of the University’s 500+ emergency stations ‘blue phones’ throughout the campus. 3. Develops and distributes communications relevant to the service, for routine and emergency work.

Administration: 1. Monitors and distributes work from tickets originating from the University’s ServiceNow platform - including dispatching the infrastructure technician staff in accordance with the University’s service level agreements. 2. Develops and reports on metrics measuring usage, reliability, client satisfaction and problem resolution. 3. Maintains inventory in accordance with ITS warehouse management process. 4. Manages personnel including management and bargaining unit employees in accordance with University guidelines.

Required Skills and Abilities

1. Proven ability to manage and develop staff.
2. Well-developed time management, organizational, oral, and written communication, and presentation skills.
3. Proven ability to recognize problems and create effective plans. Proven ability to manage multiple/complex projects, meeting deadlines and budget.
4. Experience in managing large enterprise telephony networks, from manufacturers including Avaya or Cisco.  Experience with ITIL concepts and processes, implementing both VoIP and TDM based Telephony solutions.
5. Experience managing technology for contact centers - including ACD, IVR and call recording for on-premises and remote users.  Experience creating and testing Disaster Recovery Plans.

Principal Responsibilities

1. Oversees and manages in the strategic planning process; disseminates strategic goals to the team and ensures goals are implemented; develops and establishes best practices.
2. Manages, hires, develops existing as well as new staff; assists in the workforce staffing plans.
3. Responsible for making moderate to significant improvements of processes, systems, and functional output of the department or work/objectives of a team/s.
4. Participate in the development of communication plans for administrative, operational, or technical changes; determine timeline for the dissemination of communications and the support and resource requirements associated with each change.
5. Analyzes and resolves problems through drawing from prior experiences. Interprets policies (e.g., fiscal management, HR, contracts, resource management in defined areas).
6. Supervises staff to assure accountability and stewardship of campus resources (operational, financial, and human) in compliance with departmental goals and objectives.

Required Education and Experience

Bachelor's Degree and eight years of experience or equivalent education and experience.

Skills and Abilities

Proven ability to manage and develop staff.
Well-developed time management, organizational, oral, and written communication, and presentation skills.
Proven ability to recognize problems and create effective plans.
Proven ability to manage multiple/complex projects, meeting deadlines and budget.