Job Description

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

The Unified Communications Operations Manager is responsible for overseeing the day-to-day operational performance, reliability, and support of the organization’s enterprise unified communications services including voice, video, conferencing, and contact center platforms. This role ensures operational excellence through proactive monitoring, incident and problem management, service optimization, and coordination with engineering and cross-functional IT teams. The Manager of UC Operations will lead UC operational support resources, drive continuous service improvements, ensure adherence to service level objectives, and act as a key escalation point for critical UC incidents. The ideal candidate will possess strong hands-on UC technical knowledge, experience operating enterprise-scale UC platforms, and proven leadership skills in a regulated, high-availability environment.

Essential Responsibilities:

• (30%) Manage and mentor the UC operations team, fostering a culture of accountability, customer service excellence, and continuous improvement. Establish operational processes and procedures to ensure consistent delivery of UC services, while aligning day-to-day activities with the strategic direction set by the VP of Unified Communications.
• (20%) Oversee the operational health, performance, and availability of enterprise UC platforms including Microsoft Teams, Zoom, Cisco Webex, and voice infrastructure components such as SIP trunking, SBCs, PBX systems, and contact center platforms. Ensure uptime, capacity, and quality metrics are consistently met or exceeded.
• (15%) Lead incident response and service restoration efforts for UC outages and performance degradation. Serve as the primary escalation point for UC operations issues, coordinating troubleshooting efforts across internal teams and vendors. Drive root cause analysis (RCA) and corrective action planning to prevent repeat incidents.
• (15%) Develop and maintain operational documentation, standard operating procedures, and knowledge base articles. Ensure effective change management practices are followed for UC-related changes, releases, and upgrades, minimizing service disruption and risk.
• (10%) Partner with UC engineering, network, desktop support, security, and service desk teams to ensure seamless delivery and integration of UC services. Participate in cross-functional planning efforts related to deployments, migrations, and service enhancements.
• (10%) Support compliance and risk management initiatives in a regulated environment by ensuring UC operations adhere to established security standards, audit requirements, and disaster recovery expectations. Assist in business continuity planning, testing, and execution for critical UC services.

Required Education & Experience (Knowledge, Skills, & Abilities):

• Associates degree in computer science, Management Information Systems, Business, or related field.
• Minimum 6 years direct experience, with 1 year in lead or mentor role
• Minimum 6 years of direct experience supporting enterprise UC environments.
• Proven experience manager enterprise UC platforms such as Microsoft Teams, Cisco Webex, Zoom, etc.
• Strong understanding of UC operational components including SIP, VoIP, call routing, conferencing services, and collaboration tool administration.
• Demonstrated experience managing incidents, escalations, and service restoration in a high-availability production environment.
• Strong leadership and communication skills with the ability to coordinate cross-functional teams and effectively engage technical and non-technical stakeholders.
• Ability to manage multiple priorities, drive resolution under pressure, and execute operational improvements in a structured and measurable manner.

Preferred Education & Experience (Knowledge, Skills, & Abilities):

• Bachelors in computer science, Management Information Systems, Business, or related field.
• ITIL Foundation certification or experience working within ITIL-based frameworks.
• Microsoft 365 Certified: Teams Administrator Associate, CCNA/CCNP Collaboration, or similar certifications preferred.
• Experience supporting hybrid UC environments including UCaaS, CCaaS, and cloud-based voice solutions.
• Familiarity with network fundamentals, QoS, firewall policies, and security practices supporting UC systems.
• Experience working with monitoring tools, analytics dashboards, and call quality reporting solutions.
• Prior experience supporting large enterprise environments.

Job Environment & Physical Requirements:

• This position is Hybrid with 2 days in office per week required or as requested by management.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.