Manager, Unified Communications & Contact Center Technology
HybridChicago, Illinois, United States or New York City, New York, United States
Job Summary
Develop and execute a comprehensive telecommunications and contact center technology strategy that aligns with enterprise goals. Architect a flexible, enterprise-wide design for unified communications and lead the evaluation and implementation of new communication technologies and integrations. Lead, mentor, and develop teams of telephony administrators and workforce management professionals while overseeing day-to-day operations to ensure high availability and reliability. Partner with business unit leaders, end-users, and IT to identify process improvement opportunities, document technical requirements, and manage the full lifecycle of enhancement initiatives. Manage vendor relationships and contracts related to telecommunications platforms, ensuring compliance with security standards and evaluating solution scalability. Serve as a key advisor to executive leadership on industry trends and emerging technologies, including AI-driven solutions for customer experience and agent productivity.
Required Qualifications
- 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
Desired Qualifications
- Strong prefernce for Hybrid (1-2 days/week) in Scottsdale, AZ; Chicago, IL; or New York, NY
- Willing to consider Remote – USA
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