Digital Workplace Contact Center Lead

UCSF Health; San Francisco (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

UCSF Health seeks a Manager for Contact Center Services in San Francisco to lead the Digital Workplace Contact Center and align its strategy with the broader IT goals. You will oversee modernization initiatives to evolve the center and communications systems beyond telephony, partnering with IT and clinical/administrative stakeholders to deliver reliable, scalable services.

This limited-term role emphasizes service excellence, stakeholder communication, and change management as UCSF advances an

Qualifications

• Bachelor’s degree or equivalent in CS/Engineering.
• 7 years in digital workplace or IT-related fields.
• 5 years leadership in a fast-paced service environment.
• ITIL certification.

Responsibilities

• Lead and manage the Digital Workplace Contact Center team.
• Align contact center strategy with broader IT strategy.
• Oversee modernization of communications systems beyond telephony.
• Serve as primary liaison with IT personnel, end users, and stakeholders.

Skills

Digital workplace communications

Team leadership

ITIL

Strategic planning

Vendor management

Change management

Communication skills

Budget management

Project management

Education

Bachelor’s degree in Computer Science / related field

Tools

SIP/VoIP

WebRTC

Networking (TCP/IP, DNS, DHCP)

Job description

UCSF Health seeks a Manager for Contact Center Services in San Francisco to lead the Digital Workplace Contact Center and align its strategy with the broader IT goals. You will oversee modernization initiatives to evolve the center and communications systems beyond telephony, partnering with IT and clinical/administrative stakeholders to deliver reliable, scalable services.

This limited-term role emphasizes service excellence, stakeholder communication, and change management as UCSF advances an