Manager - Information Technology

1. Design & Architecture

Design end-to-end UCC solutions (voice, video, messaging, presence, conferencing).

Develop scalable and secure architectures that integrate with existing IT infrastructure.

Conduct capacity planning and performance optimization.

2. Implementation & Integration

Deploy UCC platforms and related hardware (IP phones, conferencing systems, video endpoints).

Integrate UCC with enterprise applications (email, CRM, ERP, intranet).

Configure SIP trunks, VoIP gateways, and PBX systems.

Migrate legacy systems to modern UCC platforms.

3. Administration & Maintenance

Manage day-to-day operations of UCC platforms.

Monitor system performance and ensure high availability.

Troubleshoot and resolve voice, video, and messaging issues.

Apply software updates, patches, and upgrades.

Manage user accounts, permissions, and policies.

4. Security & Compliance

Implement security controls for voice/video/messaging traffic.

Ensure compliance with regulatory and corporate policies (GDPR, HIPAA, etc.).

Conduct regular audits and vulnerability assessments.

5. Support & Troubleshooting

Provide Tier 3/4 support for complex UCC issues.

Develop documentation and knowledge base articles for users and support staff.

Train helpdesk and IT staff on UCC tools and troubleshooting.

6. Collaboration & Stakeholder Engagement

Work with network engineers to ensure optimal QoS for UCC traffic.

Collaborate with security teams to safeguard UCC environments.

Liaise with vendors and service providers for escalations and new implementations.

Provide input for budgeting and cost optimization of UCC solutions.

Common Technologies & Tools

Microsoft Teams, Zoom, Cisco Webex, Google Meet

Microsoft Exchange / Outlook integration

Cisco Unified Communications Manager (CUCM)

Skype for Business / Lync (legacy)

SIP, VoIP, PSTN, PBX systems

SBCs (Session Border Controllers)

Audio/Video conferencing equipment (Polycom, Logitech, Crestron)

QoS, MPLS, WAN optimization tools

Monitoring tools (SolarWinds, PRTG, etc.)

Skills & Qualifications

In-depth understanding of networking concepts (TCP/IP, DNS, QoS, VLANs).

Strong knowledge of SIP and VoIP technologies.

Familiarity with cloud-based UCC platforms (UCaaS).

Good understanding of security best practices in UCC environments.

Project management and vendor management skills.

Excellent problem-solving and analytical abilities.

Strong documentation and communication skills.