Manager, IT - UC Telephony

• Job Summary
• The Manager of UC Telephony provides operational leadership and team management for the organization's unified communications telephony services, with primary responsibility for Cisco Webex Calling (or equivalent cloud/hybrid UC platforms).

This role combines technical oversight with people management to ensure reliable, secure, and high-performing telephony operations, including voice calling, emergency services (E911), call admission control, and location-based features. The Manager leads the UC Telephony team in delivering consistent service, optimizing integrations, managing day-to-day operations, and aligning capabilities with enterprise communication needs and user experience goals. The Manager partners closely with Network Engineering, Security, DevOps/IT Operations, Contact Center teams, and Business stakeholders to maintain a resilient, compliant, and cost-effective UC telephony environment.

• Key Responsibilities:

• + Lead and develop the UC Telephony team, including engineers and administrators responsible for Webex Calling (or similar) platform administration, configuration, integrations, and support.

+ Oversee daily operations, stability, performance, and incident management for enterprise telephony services, including voice calling, mobility, conferencing basics, and advanced features like E911 emergency services, call admission control, and location-based services. + Drive implementation and maintenance of standardized processes, configurations, monitoring, alerting, automation, and governance for UC telephony services. + Manage platform upgrades, feature evaluations, and adoption in collaboration with the team and Cisco/partners. + Coordinate integrations between Webex Calling and on-premises systems, cloud services, SBCs, third-party platforms, identity providers (SSO/directory), contact center solutions, recording/compliance tools, and analytics systems. + Lead troubleshooting, root-cause analysis, and resolution for complex telephony issues, including escalations. + Establish and enforce security, privacy, and regulatory standards (e.g., encryption, access controls, certificate management, audits), partnering with Security teams to implement controls and compliance practices. + Monitor and optimize licensing, capacity planning, and cost management for UC telephony resources. + Define, track, and report on operational KPIs, service levels, availability, performance, and user impact metrics for telephony services. + Mentor and coach team members and cross-functional engineers; conduct technical reviews, knowledge sharing, and elevate team capabilities. + Collaborate with stakeholders to translate business communication requirements into actionable telephony solutions and support change initiatives. + Act as the primary escalation point for Cisco and strategic partner issues, supporting vendor management. + Support executive-level reporting on platform health, risks, and operational recommendations.

• Skills & Competencies:

• + Proven leadership in managing technical teams within unified communications or telephony environments.

+ Strong expertise in Cisco UC telephony platforms (e.g., Webex Calling, Unified CM elements), including administration, integrations, E911, call control, SBCs, and hybrid/cloud deployments. + Solid operational skills for platform stability, incident management, performance optimization, and automation. + Excellent communication skills to engage stakeholders, explain technical concepts to technical and non-technical audiences, and build consensus. + Collaborative leader with the ability to mentor engineers, drive team performance, and foster trust across infrastructure, security, and application teams. + Analytical mindset for troubleshooting, capacity planning, cost optimization, and metrics-driven improvements. + Familiarity with UC security, compliance (e.g., emergency calling regulations, privacy standards), and regulatory requirements in enterprise environments. The ability to work outside normal hours, when needed, is expected, and an on-call schedule is required in this position.

• Essential Duties and Responsibilities:

• + Leads multiple IT teams or disciplines, ensuring strategic alignment and effective execution + Develops long-term plans for technology capabilities, staffing, and budget management + Partners with senior business leaders to define and prioritize technology initiatives + Establishes governance frameworks, standards, and metrics for performance and risk management + Promotes innovation and adoption of emerging technologies to improve efficiency and scalability + Builds and maintains a high-performing team culture focused on accountability and results •

Minimum Qualifications:

• +

Required Education:

Bachelor's degree in Information Technology, Computer Science, or related field preferred +

Preferred Education:

College Degree with Certifications and Experience +

Required Experience:

8-12 years of progressive IT experience with at least 3 years in a supervisory or leadership role +

Computer Skills Required:

Some workstation and server support experience. Substantial network administration experience.

• Physical Demands:

• In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below: 1.

The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity. 2. The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions. 3. The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.

Equal Employment Opportunity This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.