Contact Center Manager Jobs in Rochester, NY (NOW HIRING)

The Manager, Systems Administration - Unified Communications is responsible for supporting, operating, and advancing enterprise Unified Communications (UC) services, with Microsoft Teams as the primary platform. This role owns daytoday service reliability and drives continuous improvements across collaboration and enterprise voice capabilities.

Recruiting for this role ends on 9/2/2026.

Work you'll do

This position is ideal for a handson technical leader who brings strong UC and telecom fundamentals, can take ownership of projects and inflight work, and communicates effectively with technical and business stakeholders. Success in this role comes from sound troubleshooting, disciplined execution, and the ability to learn quickly in a fastpaced, multivendor enterprise environment.

Responsibilities:

• Operate and support enterprise Unified Communications services with Microsoft Teams as the primary platform, including voice and collaboration capabilities.
• Own service health for UC, including incident response, troubleshooting, root cause analysis, and driving corrective/preventative actions.
• Lead UC initiatives such as new deployments, configuration changes, upgrades, migrations, integrations, and service improvements.
• Serve as an escalation point for complex issues impacting calling, telephony, conferencing, and realtime communications; coordinate crossteam troubleshooting as needed.
• Translate business requirements into practical, supportable technical designs; document decisions, risks, and operational impacts.
• Partner with Network, Security, Identity, End User Support, and other teams to ensure endtoend reliability and a consistent user experience.
• Coordinate with external vendors and service providers for implementation support, incident escalation, change execution, and ongoing service delivery.
• Plan and manage work across multiple concurrent priorities; provide clear status, timelines, and dependency management.
• Maintain and improve operational documentation, support runbooks, standards, and knowledge articles; identify opportunities to reduce operational toil.

The successful candidate would possess these skills

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

The team

Deloitte Technology US (DT - US) helps power Deloitte's success, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~3,000 professionals in DT - US deliver services including:

• Cyber Security
• Technology Support
• Technology & Infrastructure
• Applications
• Relationship Management
• Strategy & Communications
• Project Management
• Financials

Technology & Infrastructure

The Technology and Infrastructure Organization works together to transform how DT - US deploys technologies and services to meet the dynamic needs of Deloitte professionals and help increase their productivity.

Qualifications

Required:

• Bachelor's Degree or equivalent in Computer Science, Information Systems, or related field.
• Minimum 6 years of related experience supporting Unified Communications and telecommunications, including VoIP concepts, call routing, numbering concepts, and enterprise voice fundamentals.
• Handson experience supporting Microsoft Teams in an enterprise environment (administration and operations).
• Networking fundamentals relevant to realtime communications (e.g., how network conditions impact call quality and service reliability).
• Working familiarity with how UC platforms interact with enterprise infrastructure (identity, networks, SBCs, carriers/service providers, and endpoint ecosystems).
• Experience troubleshooting complex, multicomponent issues and restoring service using structured triage, analysis, and follow
• Minimum 1 year of previous people leadership or project management experience.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 

Preferred:

• Experience with Teams calling/telephony is strongly preferred.
• Experience with additional Unified Communications or contact center platforms (e.g., Zoom, Genesys, WebEx Calling).
• Exposure to PBX or legacy telephony systems and an understanding of legacytomodern migration considerations.
• Experience coordinating with external vendors or telecom providers, including escalations, service delivery, and change execution.
• Familiarity with cloud services, automation, or scripting used to improve UC operations and reduce manual effort.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $102,500 to $210,600.  

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. 

EA_ExpHire
RITM10835914

The Manager, Systems Administration - Unified Communications is responsible for supporting, operating, and advancing enterprise Unified Communications (UC) services, with Microsoft Teams as the primary platform. This role owns daytoday service reliability and drives continuous improvements across collaboration and enterprise voice capabilities.

Recruiting for this role ends on 9/2/2026.

Work you'll do

This position is ideal for a handson technical leader who brings strong UC and telecom fundamentals, can take ownership of projects and inflight work, and communicates effectively with technical and business stakeholders. Success in this role comes from sound troubleshooting, disciplined execution, and the ability to learn quickly in a fastpaced, multivendor enterprise environment.

Responsibilities:

• Operate and support enterprise Unified Communications services with Microsoft Teams as the primary platform, including voice and collaboration capabilities.
• Own service health for UC, including incident response, troubleshooting, root cause analysis, and driving corrective/preventative actions.
• Lead UC initiatives such as new deployments, configuration changes, upgrades, migrations, integrations, and service improvements.
• Serve as an escalation point for complex issues impacting calling, telephony, conferencing, and realtime communications; coordinate crossteam troubleshooting as needed.
• Translate business requirements into practical, supportable technical designs; document decisions, risks, and operational impacts.
• Partner with Network, Security, Identity, End User Support, and other teams to ensure endtoend reliability and a consistent user experience.
• Coordinate with external vendors and service providers for implementation support, incident escalation, change execution, and ongoing service delivery.
• Plan and manage work across multiple concurrent priorities; provide clear status, timelines, and dependency management.
• Maintain and improve operational documentation, support runbooks, standards, and knowledge articles; identify opportunities to reduce operational toil.

The successful candidate would possess these skills

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

The team

Deloitte Technology US (DT - US) helps power Deloitte's success, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~3,000 professionals in DT - US deliver services including:

• Cyber Security
• Technology Support
• Technology & Infrastructure
• Applications
• Relationship Management
• Strategy & Communications
• Project Management
• Financials

Technology & Infrastructure

The Technology and Infrastructure Organization works together to transform how DT - US deploys technologies and services to meet the dynamic needs of Deloitte professionals and help increase their productivity.

Qualifications

Required:

• Bachelor's Degree or equivalent in Computer Science, Information Systems, or related field.
• Minimum 6 years of related experience supporting Unified Communications and telecommunications, including VoIP concepts, call routing, numbering concepts, and enterprise voice fundamentals.
• Handson experience supporting Microsoft Teams in an enterprise environment (administration and operations).
• Networking fundamentals relevant to realtime communications (e.g., how network conditions impact call quality and service reliability).
• Working familiarity with how UC platforms interact with enterprise infrastructure (identity, networks, SBCs, carriers/service providers, and endpoint ecosystems).
• Experience troubleshooting complex, multicomponent issues and restoring service using structured triage, analysis, and follow
• Minimum 1 year of previous people leadership or project management experience.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 

Preferred:

• Experience with Teams calling/telephony is strongly preferred.
• Experience with additional Unified Communications or contact center platforms (e.g., Zoom, Genesys, WebEx Calling).
• Exposure to PBX or legacy telephony systems and an understanding of legacytomodern migration considerations.
• Experience coordinating with external vendors or telecom providers, including escalations, service delivery, and change execution.
• Familiarity with cloud services, automation, or scripting used to improve UC operations and reduce manual effort.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $102,500 to $210,600.  

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. 

EA_ExpHire
RITM10835914