Manager – Microsoft, Unified Communications

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Take ownership of the strategy, administration, security, optimization, and support for InnovAge's enterprise collaboration and communication platforms.

• Act as the platform owner for Microsoft 365, encompassing Teams, Exchange Online, SharePoint Online, OneDrive, and associated collaboration technologies.

• Lead initiatives in governance, lifecycle management, licensing, adoption, optimization, modernization, migrations, and continuous improvement.

• Manage Microsoft 365 Copilot licensing, governance, and deployment.

• Collaborate with Cybersecurity and Compliance to guarantee the security and compliance of Microsoft 365 and AI-enabled services.

• Provide strategic and operational leadership for Teams Voice, Five9, telephony, conferencing, messaging, and carrier services.

• Supervise contact center administration, including call routing, IVR design, reporting, and integrations.

• Maintain relationships with carriers, ensuring E911 compliance, number management, and messaging services.

• Serve as the primary escalation point for incidents related to enterprise communications and contact centers.

• Lead, mentor, and develop a team of engineers and administrators.

• Establish team priorities, performance expectations, and development plans.

• Promote operational excellence across incident management, service requests, documentation, and knowledge management.

• Encourage cross-training and succession planning within the team.

• Represent the team in operational reviews, governance meetings, and strategic planning sessions.

• Manage vendor relationships, contracts, statements of work, renewals, budgets, forecasts, and technology investments.

• Oversee technology implementations, upgrades, migrations, and integration projects.

• Ensure adherence to governance, change management, and implementation standards for projects.

• Support compliance with HIPAA, cybersecurity, privacy, retention, governance, audit, risk assessment, continuity planning, and disaster recovery requirements.

• Ensure that communications technologies are aligned with enterprise security and operational resiliency objectives.

⛳️ Requirements

• Bachelor's degree in Information Systems, Computer Science, or a related field; equivalent experience may be taken into account.

• Over 7 years of experience in enterprise collaboration, communications, or infrastructure.

• At least 2 years of experience in people leadership.

• Proficient in Microsoft 365 administration, including Teams, Exchange Online, SharePoint Online, and OneDrive.

• Experience in supporting enterprise voice, unified communications, or cloud contact center technologies.

• Proven experience in managing vendors, contracts, and technology projects.

• Strong communication and stakeholder management skills are essential.

• Preferred: Experience with Five9, Genesys Cloud, NICE CXone, Amazon Connect, or similar contact center platforms.

• Preferred: Experience in Teams Voice, carrier management, E911, messaging, and telephony administration.

• Preferred: Background in Microsoft 365 Copilot administration and governance.

• Preferred: Experience in healthcare, HIPAA, or other regulated industries.

• Preferred: Relevant certifications such as Microsoft, ITIL, PMP, or similar.

• For applicants in Florida, background screening through the Florida Care Provider Background Screening Clearinghouse is mandatory.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short- and long-term disability insurance.

• Life insurance and AD&D coverage.

• Supplemental life insurance options.

• Flexible spending accounts available.

• 401(k) savings plan with company matching contributions.

• Paid time off provided.

• Company-paid holidays observed.

• Commitment to equal opportunity and affirmative action in the workplace.

• A diverse and inclusive work environment.

• Focus on a patient-centered care model.

• Work alongside talented, respectful, and passionate colleagues.