Unified Communications Team Lead

What you'll do

• Manage 24x7 staffing, shift rotations, and on-call schedules for unified communications operations.
• Oversee the configuration, patching, and lifecycle management of telephony, video, and collaboration platforms.
• Direct UCMT configurations and integrate monitoring tools with ServiceNow CMDB and ITOM workflows.
• Lead incident bridge calls for P1/P2 events and coordinate root cause analysis and remediation.
• Manage vendor relationships and coordinate escalations to OEM support for maintenance and warranty activities.
• Oversee account provisioning, lifecycle management, and MACD processes for all UC services.
• Perform performance tuning, QoS configuration, and capacity planning for unified communications systems.
• Develop and maintain SOPs, runbooks, and technical documentation to support audit requirements.

What we're looking for

• US Citizenship is required.
• Must have at least 10 years of experience managing server and support services.
• Must have at least 3 years of experience in an IT outsourcing environment managing contractor personnel for 24x7 services.
• Must possess an ITIL 4 Foundation certification.
• Must have demonstrated experience leading UC engineering teams supporting telephony, video conferencing, and collaboration platforms.
• Must have strong knowledge of unified communications architectures including SIP, VoIP, QoS, and call routing.
• Experience with tools such as OpsWare, SCOM, Site24x7, SolarWinds, or ServiceNow ITOM is required.
• OEM certifications for UC platforms are highly desirable (preferred).