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.
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.
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.
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.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 506078
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.