Manager of Unified Communications

Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Corporate Services
Department: IS - Mobility Fax Das
Location: 3535 Market Street
Hours: Remote, M-F, 8am-5pm
Unified Communications Manager
Position Summary:
The Manager of Unified Communications is a leadership position responsible for overseeing all aspects of unified communications support within Penn Medicine. This includes managing and optimizing the organization's unified communications environment, including mobile devices, telephony and enterprise fax support. The Manager leads a team of engineers and technicians to ensure that Penn Medicine technology resources are secure, efficient, and aligned with business objectives.
Accountabilities:

• Team Leadership
• Supervises and provides leadership to Unified Communication Engineer and Technicians responsible for the support of maintenance of the UC environment.
• Fosters a high-performance culture, mentors team members, and promotes professional development.
• Builds strong cross-functional relationships with other IT teams.
• Provides leadership and maintains accountability for service level agreements
• Voice & Fax Management
• Oversees the provisioning, maintenance, and lifecycle management of all telephony systems include traditional PBX and modern unified communications platforms (MS Teams Dialing) including hardware support for mobile devices within the organization, inclusive of distributed antenna system, operating systems and Enterprise RightFax Cloud support.
• Works with departmental leadership to develop and enforce policies, standards, and procedures for telephony, mobile device standardization and unified communications.
• Microsoft Teams Dialer
• Oversees the management and optimization of the Microsoft 365 Teams Dialing environment, including MS Teams Dialer for internal and external dialing, integrated applications, licensing, and overall tenant ownership.
• Collaborates with other leaders within the organization who own other areas of the Microsoft 365 ecosystem and define a unified implementation and service plan.
• Resource Management:
• Plans and manages the department's budget, including hardware and software procurement.
• Identifies opportunities for cost optimization and efficiency improvements.
• Vendor Management:
• Develops and maintains relationships with key hardware and software vendors, establishing enterprise level standards for workstations, mobile devices, and enterprise level software inclusive of configurations and pricing, negotiating contracts and service level agreements.
• Maintains relationship with voice carriers including wired and wireless vendors, including contract management and support escalations
• Reporting and Analytics
• Defines and tracks key performance indicators (KPIs) to measure the effectiveness and efficiency of unified communications services.
• Provide regular reports and recommendations to senior management
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Required Education and Experience:

• Bachelor's degree is required (Master's is preferred).
• 5+ years of Information Technology Telephony or Unified Communication experience is required.
• Healthcare IT Experience is required
• Supervisory experience is required

Addendum:
In addition to the outlined responsibilities and prerequisites for the role, this addendum aims to provide further detail and context regarding the technical requirements and expectations for the position:
Unified Communications Manager with experience in call center technology and design. Experience managing CCaaS platforms and familiarity with Avaya and Five9 call centers would be preferred. Must have deep knowledge of VoIP, SIP trunking, cloud contact center software, and experience managing third-party service providers, software updates and carrier performance. Understanding of CRM software (Service Now, Sales Force) integration with telephone systems utilized by a health system. Preferred credentials include ITIL v4, CCNA/CCNP, or platform-specific certifications (Avaya, Five9, AWS)
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.