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Position Overview:

Our client is seeking a Manager to oversee their Telecoms, Collaboration, and Contact Center Technologies teams. They will be tasked to lead the planning, implementation, support, and continuous improvement of enterprise voice, collaboration, and contact center platforms. This role is responsible for people leadership, operational accountability, project and portfolio execution, vendor management, and stakeholder engagement. The manager ensures alignment of technology strategy with business and clinical needs while maintaining strong standards for delivery, security, and resiliency.

Key Responsibilities:

Team Leadership:

Recruit, hire, develop, and retain a high-performing team

Establish clear goals, roles, and career development plans

Define operating model with ownership and escalation paths across internal teams and partners

Operations and Service Delivery:

Own operational health and lifecycle management for supported technologies

Govern change management, incident response, problem management, and reporting processes

Ensure resilient architecture, disaster recovery preparedness, and adherence to security standards

Project and Portfolio Management:

Prioritize and manage a portfolio of initiatives across platforms and stakeholders

Apply structured project management discipline for scope, cost, risk, and quality

Lead execution of migrations, upgrades, and modernization initiatives

Communicate status, risks, and outcomes to leadership and key stakeholders

Technology Roadmap:

Develop and maintain a multi-year modernization strategy

Align investments to customer experience, clinical effectiveness, and financial priorities

Evaluate innovation opportunities, including cloud-based contact center capabilities

Vendor and Partner Management:

Manage strategic relationships with Cisco and other solution providers

Support contract negotiations and vendor performance reviews

Hold partners accountable for delivery quality and outcomes

Stakeholder Engagement:

Build strong relationships with business, clinical, and technology leaders

Provide regular updates, insights, and recommendations to leadership forums

Track and manage demand, service expectations, and priorities

Security and Compliance:

Ensure access control, authentication, and platform security standards are maintained

Support organizational compliance requirements and security training adherence

Budget and Continuous Improvement:

Manage capital and operating budgets for the function

Identify areas for efficiency, scalability, and service quality improvement

Drive continuous improvement initiatives across processes and platforms

Functional Scope:

Contact center technologies, including Cisco PCCE or UCCE, Finesse, CUIC, CVP, ECE

Unified communications, including Cisco Unified Communications Manager, voicemail platforms, and telephony modernization

Collaboration technologies, including Webex and conferencing solutions

Edge and platform technologies, including session border controllers and monitoring tools

Adjacent tools such as paging systems, dialing platforms, and call recording solutions

Security, access, and continuity practices for all supported systems

Required Qualifications:

Bachelor's degree in information technology, healthcare administration, management, or related field, or equivalent experience

Minimum five years of experience in healthcare information technology with a focus on voice or contact center technologies

Minimum five years of experience leading teams within a technology organization

Experience managing enterprise-scale unified communications or contact center environments

Strong knowledge of Cisco voice and contact center platforms

Experience leading vendors and internal teams through complex migrations and upgrades

Proven experience managing budgets and cross-functional portfolios

Strong communication skills with both technical and non-technical audiences

Preferred Qualifications:

Experience supporting high availability environments within healthcare systems

Familiarity with session border controllers, SIP, and telephony analytics tools