IT Contact Center Services, Manager

UCSF Health, AG; San Francisco (CA); On-site; USD 150,000 - 200,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Digital workplace

ITIL

Telecommunications

SIP/VoIP

WebRTC

Project management

Education

Bachelor's degree in CS/Engineering/IS

10+ years IT/digital workplace experience

Tools

Genesys (Cloud/Engage)

SIP

H.323

WebRTC

Job description

Description & Requirements

Job Description

The Manager, Contact Center Services will be responsible for leading and managing the University's Digital Workplace Contact Center team and aligning the contact center and communications services strategy with the broader IT strategy. The Manager will oversee modernization initiatives to evolve the University's Contact Center Services and communications systems and infrastructure beyond telephony. The Manager will serve as the primary point of contact with IT personnel, end users, and stakeholders to identify and address communication needs and innovation opportunities.

This role involves operation of the University communications network including telecommunications and Zoom Workplace Services. The Contact Center Services Manager plans, designs, develops, installs, and maintains communications network systems for the University.

The Manager, Contact Center Services will positively impact UCSF's operations and culture by ensuring UCSF's IT digital workplace contact center services are integrated and effective in service of the University's health, research, and academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCSF's vision while modeling UCSF's culture and values.

Note: This is a limited role, with the end date six (6) months after the start date.

Department Overview

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue.

The Digital Workplace Services team within Infrastructure Services is responsible for managing and maintaining UCSF's integrated communications, collaboration, and audio-visual systems. This encompasses a wide array of technologies such as telephony, voicemail, audiovisual technology, video conferencing, and collaboration platforms. The department ensures seamless connectivity and efficient communication across various departments, supporting the institution's mission of providing high-quality healthcare, education, and research. The team plays a crucial role in implementing and optimizing digital workplace solutions to meet the diverse needs of faculty, clinicians, staff, and students, ultimately enhancing operational efficiency and collaboration within UCSF.

Qualifications

• Bachelor's degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, engineering, computer information systems, etc.
• 7 years of experience working in one or more of the following fields: digital workplace communications, network services, information technology, or related field.
• 5 years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
• Certification: Information Technology Infrastructure Library (ITIL)
• Advanced experience in operating policies and procedures. Ability to determine a course of action based on these guidelines. Knowledge of strategic planning, technology assessment, and direction.
• Strong ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment. Experience in leading change management activities.
• Ability to motivate and inspire staff to improve the industry alliance program and model solid customer service skills.
• Highly skilled in written and verbal communications and ability to communicate on behalf of teams and relay highly complex technical information. Significant experience communicating with technical and non-technical leaders.
• Significant experience solving complex, technical and non-technical problems within budget, timeline, and other resource implications. Able to delegate solutioning when appropriate to the proper resources. Experience operating as a point of escalation. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.
• Significant experience providing inclusive leadership of others, advancing an inclusive environment that values equity, diversity, inclusion and belonging.
• Ability to think creatively and use industry-leading practices in diverse team operations; has experience inspiring teams to innovate and grow. Has significant experience leading in an ever-changing, fast-paced environment.
• Information Technology Infrastructure Library (ITIL)
• Bachelor’s degree in one or more of the following fields: computer science, engineering, computer information systems, etc.
• 10 years experience working in one or more of the following fields: digital workplace communications, network services, information technology, or related field.
• Significant experience in digital workplace communications services design, implementation, and maintenance for large organizations.
• Significant experience in a leadership or management role, overseeing a team of technical professionals. Demonstrated ability to align digital workplace communications initiatives with broader IT strategies and goals.
• Significant experience with industry-standard digital workplace communications technologies and protocols such as SIP, H.323, WebRTC, and VoIP.
• Advanced knowledge of network protocols and topologies, including LAN, WAN, TCP/IP, DNS, DHCP.
• Demonstrated experience leading and managing teams, including abilities in persuasion, negotiation, change management, and mentorship.
• Highly advanced project management skills with demonstrated experience delivering multiple complex projects, delegating responsibility, tracking project progress, managing others, and coaching teams on the prioritization of competing project/customer needs. Significant experience leading others in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.
• Experience in complex academic medical center, healthcare, or higher education environments, serving academic and administrative functions of a large public institution.
• Certification:- Genesys (Cloud/Engage certifications) or equivalent experience
• Certified Telecom Engineer, Certified IP Telecom Network Specialist, or equivalent

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as https://www.ucsf.edu/about/mission-and-values . In addition to , UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available https://diversity.ucsf.edu/ . Join us to find a rewarding career contributing to improving healthcare worldwide.

EEO Statement

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.