Pennsylvania Medicine

Manager of Unified Communications

Pennsylvania Medicine$110K — $130K *
Healthcare
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree required; Master's preferred.
  • 5+ years in Telephony or Unified Communication experience.
  • Healthcare IT experience essential.
  • Supervisory experience mandatory.
  • Experience with call center technology preferred, especially CCaaS platforms.

Responsibilities

  • Lead and mentor a team of engineers and technicians in UC support.
  • Manage telephony systems and mobile device lifecycle.
  • Oversee the Microsoft Teams Dialing environment and integrated applications.
  • Develop policies and standards for telephony and mobile devices.
  • Plan and manage the department's budget for hardware/software.
  • Cultivate relationships with vendors and negotiate contracts.
  • Define and track KPIs to report on UC service efficiency.

Benefits

  • Remote work (Monday-Friday, 8am-5pm).
  • Professional development opportunities.
  • Collaboration with cross-functional IT teams.
  • Involvement in strategic decision-making for IT resources.
  • Potential involvement with cutting-edge call center technology.
Full Job Description
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)

About Pennsylvania Medicine

The University of Pennsylvania is a private Ivy League research university in Philadelphia. It is the fourth-oldest institution of higher education in the United States and is ranked among the highest-regarded universities by numerous organizations and scholars. While the university dates its founding to 1740, it was created by Benjamin Franklin and leading Philadelphia citizens in 1749 . The University has four undergraduate schools as well as twelve graduate and professional schools. Schools enrolling undergraduates include the College of Arts and Sciences, the School of Engineering and Applied Science, the Wharton School, and the School of Nursing. Among its highly ranked graduate schools are its law school, whose first professor wrote the first draft of the United States Constitution, its medical school, the first in North America, and Wharton, the first collegiate business school. Penn's endowment is US$20.7 billion, putting it amongst the wealthiest academic institutions in the world, and its 2019 research budget was $1.02 billion. Penn was one of nine colonial colleges chartered before the U.S. Declaration of Independence when Benjamin Franklin, the university's founder and first president, advocated for an educational institution that trained leaders in academia, commerce, and public service. The campus, in the University City neighborhood of Philadelphia, is centered around College Hall, and notable landmarks are Houston Hall, the first modern "student union", and Franklin Field, the first double-decker college football stadium. Penn also is the home of the Morris Arboretum, the official arboretum of the Commonwealth of Pennsylvania, which is located 15 miles northwest of the campus, in the Chestnut Hill section of Philadelphia. The university's athletics program, the Quakers, fields varsity teams in 33 sports as a member of the NCAA Division I Ivy League conference.
Learn more about Pennsylvania Medicine

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