Unified Communications Manager

Position Summary

Reporting to the Director, Infrastructure Engineering the Unified Communications (UC) Manager will manage the team responsible for the design and engineering of Columbia University's unified communications voice systems. The incumbent will lead the design and engineering of Columbia University's unified communications and voice systems, spanning approximately 15,000 users and multiple campuses and locations.

Responsibilities

• Partners with the Project Management Office to execute a multi-year unified communications implementation project, including vendor relationship management, implementation planning, feature enhancement management, and migration of users.
• Participates in release management and change management processes, and the development of engineering best practices and SOEs.
• Has ownership of service design and delivery. Establishes and monitors service metrics/KPIs.
• Mentors and trains team members.
• Serves as voice/VoIP subject matter expert (SME).
• Leads the delivery of UC and voice services and contact centers across teams within the IT organization, and represents the team to other groups and organizations.
• Communicates with stakeholders across the University to ensure that the UC service meets defined requirements and service levels.
• Maintains legacy voice systems during transition to new UC platform.
• Manages service costing analysis and pricing for UC services (Financial Modeling).
• Drives UC strategy for the University.
• The position will require occasional after-hours work, and will participate in 24x7 "on call" rotations.
• All other duties as assigned.
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Minimum Qualifications

• Bachelor's degree and/or equivalent required. Advanced degree desirable.
• Minimum 5-7 years' related experience.  
• Experience building and managing voice infrastructure in an enterprise environment.
• Detailed knowledge of VoIP/voice protocols and IP networking.
• Experience establishing and monitoring service metrics/KPIs.
• Understanding of systems and network security principles and practices.
• Fluency with spreadsheets.
• Experience gathering requirements and developing proposals.
• Excellent written and verbal communications.
• Excellent interpersonal skills and the ability to interact well with diverse personalities and working styles. 
• Self-starter able to work with minimal supervision. 
• Ability to work weekends and off-hours on occasion.
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Preferred Qualifications

• Management experience strongly preferred.
• Project management experience strongly preferred.
• Experience with RingCentral, Cisco, InContact, Asterisk, Freeswitch, Kamailio, OpenSips or other VoIP systems.
• Understanding of Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP) and related protocols.
• ITIL Foundations and/or Service Design a plus.
• Experience with Cisco switches and routers.
• Experience with configuration management systems, e.g. Puppet, Chef.
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Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.