Job Description

Job Description

Unified Communications Manager

Duration - 6-month Contract-to-Hire

Location – Downtown Indianapolis (Hybrid 3 Days Onsite)

This position is not eligible for Corp-to-Corp or sponsorship.

Summary

The Unified Communications Manager is responsible for overseeing the 24x7 telecommunications and unified communications operations of our client's enterprise, including voice, instant messaging, video and voice conferencing, and call center systems. The Manager sets policy and defines processes for the unified communications, infrastructure, and wiring teams, and ensures compliance with those standards. The role includes operational oversight of more than 7,000 voice lines, 3,700 voice mailboxes, and all related services to approximately 8,000 users across 150+ locations.

Key Responsibilities

• Lead the unifiedc ommunications and wiring teams to support the IT operations environment.
• Serve as the escalation point for problem,incident, request, and resolution activities related to telecommunications and wiring.
• Manage vendor relationships, including reviewing and approving quotes,scopes of work, contracts, and invoices; collaborate with vendors and departments to resolve operational issues and ensure timely maintenance, repair, and installation of communications systems.
• Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for unified communications and wiring services.
• Ensure all telecommunications, unifiedcommunications, and wiringprocesses are aligned with policies and procedures and accurately reflected in the IT Service Management (ITSM) tool.
• Represent unified communications and wiring changesin Change Advisory Board (CAB) meetings and ensure changes are properly conducted, managed, and communicated.
• Ensure all incidents, events, and problemsare documented, and oversee the Root Cause Analysis (RCA) process for issues requiring follow-up.
• Collaborate with executive leadership and management teams to prioritize resources, including budget, and contribute to service portfolio and governance planning.
• Act as a strategic interface between IT and business units to align services with business needs,s upport changing priorities, and drive digital transformation.
• Define, develop, and continuously improve a comprehensive ITSM framework basedon best practices (e.g., ITIL), ensuring agility and alignment with lean culture.
• Facilitate complex customer relationships and provide technical unified communications solutions in partnership with Business Services and technical teams.
• Leverage influence and negotiation skillsacross IT and business units to enablecost-effective, innovative solutions that support enterprise goals.
• Maintain supervisory responsibility for staffing, performance evaluations, training, development, promotions, salary adjustments, and disciplinary actions.
• Maintain confidentiality and exercise sound judgment in all operational and personnel matters.
• Remain available for 24x7x365 on-callsupport, including off-hours change implementations and critical work assignments.
• Perform other dutiesas assigned by management to support evolvingorganizational needs.

Minimum Job Requirements and Qualifications

• A bachelor’s degree in computer science, Information Systems, Telecommunications, or a related field is required.
• 10-15 years of progressive IT experience.
• 10 years of experience in telecommunications, networking, unified communications, and wiring services within large-scale environments supporting 1,000 or more users is required.
• Experience leading technical teams, managing enterprise voice infrastructure, and overseeing cross-functional projects is essential.
• Strong expertise in VoIP technologies, unified communications platforms such as Cisco, Webex Calling, and Avaya, as well as a deep understanding of IP networking, voice protocols (including SIP and RTP), and systems and network security principles is required.
• Ability to align technical solutions with business goals, manage vendor relationships, and enforce service level agreements.
• Strong analytical and problem-solving skills, combined with a customer-focused mindset, are critical.
• Excellent verbal and written communication skills; be able to convey technical concepts clearly to both technical and non-technical audiences.

Preferred Job Requirements and Qualifications

• Professional certifications related to telecommunications, networking, or unified communications are preferred, such as CCNA, CCIE, or MCSE.
• Certifications in audiovisual or collaboration technologies (e.g., CTS, CTSD) may be beneficial depending on the technical environment.
• Experience with ITIL or other IT Service Management frameworks is desirable.
• A demonstrated ability to lead teams through digital transformation initiatives and process improvement efforts is also desirable.

Equal Employment Opportunity

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

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