Digital Workplace Contact Center Leader

UCSF Health, AG; San Francisco (CA); Vor Ort; USD 150.000 - 200.000; Vollzeit

Zusammenfassung

UCSF Health, AG is seeking a Manager of Contact Center Services to lead the Digital Workplace Contact Center and align its strategy with UCSF's broader IT plans. You will guide modernization initiatives and oversee telephony and non-telephony communications systems across the university.

The role focuses on delivering reliable, scalable digital workplace services for faculty, staff, and students, while modeling UCSF's culture and values.

Qualifikationen

• Bachelor's degree or equivalent in CS/engineering/IS.
• 7+ years in digital workplace or IT services.
• 5+ years in leadership roles in service environments.
• ITIL certification.
• Experience designing and implementing digital workplace solutions.
• Strong written and verbal communication with diverse stakeholders.

Aufgaben

• Lead the Digital Workplace Contact Center team and align strategy with IT plans.
• Oversee modernization to evolve contact center systems beyond telephony.
• Design, install, and maintain UCSF communications network systems.
• Communicate with IT staff and stakeholders to address needs.
• Note: limited-term role with a six-month end date.

Kenntnisse

Leadership

Digital workplace

ITIL

Telecommunications

SIP/VoIP

WebRTC

Project management

Ausbildung

Bachelor's degree in CS/Engineering/IS

10+ years IT/digital workplace experience

Tools

Genesys (Cloud/Engage)

SIP

H.323

WebRTC

Jobbeschreibung

UCSF Health, AG is seeking a Manager of Contact Center Services to lead the Digital Workplace Contact Center and align its strategy with UCSF's broader IT plans. You will guide modernization initiatives and oversee telephony and non-telephony communications systems across the university.

The role focuses on delivering reliable, scalable digital workplace services for faculty, staff, and students, while modeling UCSF's culture and values.