Manager, Unified Communications – Contact Center Technology

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Develop and implement a thorough telecommunications and contact center technology strategy that aligns with enterprise objectives.

• Evaluate and design adaptable, enterprise-wide unified communications and contact center technology frameworks.

• Lead the assessment and deployment of communication technologies and their integrations.

• Provide guidance to executive leadership regarding telecommunications strategy, industry developments, and emerging technologies.

• Mentor and develop teams in telephony administration, support, and workforce management.

• Supervise daily operations of the telecommunications system, ensuring it is available, reliable, and performing optimally.

• Set performance objectives and promote ongoing improvement and innovation.

• Collaborate with business leaders, end-users, and IT to pinpoint process and technology enhancements.

• Collect information, articulate requirements, and analyze business needs for telecommunications and contact center initiatives.

• Document and validate business and technical specifications; oversee testing and execution.

• Act as a liaison among technical teams, vendors, and business stakeholders.

• Support improvement initiatives from the definition of mandates through solution implementation and benefit evaluation and reporting.

• Manage vendor relationships and contracts for telecommunications and contact center platforms.

• Oversee third-party technology integrations and ensure compliance with security and data standards.

• Assess vendor solution costs, performance, scalability, value, and sustainability.

⛳️ Requirements

• Background in the design, deployment, and configuration of both on-premises and cloud-based telephony and contact center solutions.

• Experience integrating telecommunications with third-party systems.

• Post-secondary education or a combination of education and relevant business experience.

• More than 6 years of experience in telecommunications architecture, engineering, or unified communications management.

• Over 5 years of leadership experience managing technical and/or operational teams in a large enterprise setting.

• Demonstrated success in leading the design and implementation of enterprise-scale contact center and unified communications solutions.

• Experience in integrating AI-driven solutions into telecommunications and contact center platforms, including conversational AI, chatbots, voice analytics, and intelligent routing.

• Proven ability to assess, choose, and implement new AI technologies.

• Excellent verbal and written communication skills.

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Proven ability to work autonomously while fostering strong collaboration within a cross-functional, team-oriented environment.

• Capability to translate business goals into comprehensive technology strategies and actionable implementation plans.

• Experience in vendor negotiation and contract management, including with AI solution providers and cloud communication vendors.

• Authority to review, validate, and approve significant technology expenditures and vendor invoices in accordance with budgetary constraints.

• Willingness to travel up to 10% of the time.

• At IPH, we actively encourage applications from individuals with disabilities; accommodations are available upon request.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Basic life insurance at no cost to the employee.

• Company-funded short-term and long-term disability coverage.

• 12 weeks of fully paid parental leave.

• Health Savings Account (HSA).

• Flexible Spending Accounts (FSA).

• Retirement savings plan.

• Personal paid time off.

• Paid holidays and a company-wide wellness day off.

• Paid time off to volunteer at nonprofit organizations.

• Pet-friendly office environment.

• Commuter benefits.

• Group pet insurance.

• On-the-job training and skills development opportunities.

• Employee Assistance Program (EAP).