Hybrid Unified Communications Manager

NorthShore University HealthSystem; Arlington Heights (IL); Hybrid; USD 166,690,000 - 260,366,000; Full time

Benefits offered by this job

Incentive pay for select positions

Annual increases based on performance

Career growth opportunities

Healthcare options

Tuition Reimbursement

Free Parking

Wellness Program Savings Plan

Health Savings Account Options

Retirement options with company match

Paid Time Off and Holidays

Job summary

Endeavor Health seeks a seasoned Manager of Unified Communications to lead enterprise voice, collaboration, and contact center across on-premises and cloud environments. You will drive modernization, vendor governance, and secure, compliant operations within a 24x7 healthcare setting.

You will oversee two groups, align projects with clinical and operational goals, and manage complex hybrid voice routing, automation initiatives, and disaster recovery planning.

Qualifications

• Bachelor's degree in information technology, telecommunications, computer science, engineering, business administration, or a related field, OR equivalent relevant work experience.
• Master's degree in information technology, business administration, healthcare administration, or a related field.
• Five (5) or more years of progressively responsible experience supporting or leading enterprise communications, contact center, collaboration, telecommunications, or related technology services.
• Two (2) or more years of leadership, supervisory, or management experience.
• Experience managing technology services in a large, complex, multisite organization.
• Experience managing employees, contractors, vendors, or managed service partners.
• Seven (7) or more years of relevant technology experience and three (3) or more years of management experience.
• Previous healthcare technology leadership experience.
• Experience leading a combined Unified Communications and Contact Center Technologies function.
• Experience managing or delivering enterprise contact center transformation, cloud migration, platform consolidation, or legacy technology retirement initiatives.
• Experience with enterprise voice, collaboration, SIP, carrier services, contact center platforms, workforce engagement, call recording, and related integrations.
• Demonstrated experience delivering measurable automation or AI-enabled outcomes in a production contact center environment across voice and digital channels.
• Experience contributing to business cases, managing assigned budgets and contracts, and reporting project and operational outcomes to senior leadership.

Responsibilities

• Manage the dual-group engineering structure across Voice Group and Contact Center Group, including performance, coaching, and succession planning.
• Oversee day-to-day operations for on-premises PBX, Teams Voice integration, cloud CCaaS, carrier SIP trunking, paging, Cellular Services, and related communications.
• Translate UC direction into actionable projects aligned with priorities and standards.
• Lead 24x7x365 service delivery, ensuring high availability and effective incident management.
• Ensure secure voice protocols and HIPAA/compliance for clinical data privacy.
• Drive CCaaS modernization, automation and AI-enabled capabilities across voice and digital channels.
• Manage vendor contracts, licensing, renewals, and budgets with 24x7 SLAs.
• Collaborate with Enterprise Architecture, Network Engineering, and Information Security on ownership, SLAs and QoS.

Skills

Team leadership

Communication skills

Analytical thinking

Multi-priority management

Stakeholder influence

Education

Bachelor's degree in IT/engineering/related field

Master's degree in IT/healthcare admin/related field

Tools

Cisco UCCE

Genesys Cloud CX

Microsoft Teams Voice

SIP/UCaaS/CCaaS

Job description

Endeavor Health seeks a seasoned Manager of Unified Communications to lead enterprise voice, collaboration, and contact center across on-premises and cloud environments. You will drive modernization, vendor governance, and secure, compliant operations within a 24x7 healthcare setting.

You will oversee two groups, align projects with clinical and operational goals, and manage complex hybrid voice routing, automation initiatives, and disaster recovery planning.