Manager of Unified Communications

Penn Medicine; Philadelphia (Philadelphia County); Remote; USD 140,000 - 180,000; Full time

Job summary

Penn Medicine is seeking a Unified Communications Manager to lead the UC environment, telephony, Teams Dialing, and enterprise fax. You will manage a team of engineers and technicians to ensure secure, efficient communications aligned with healthcare objectives.

The role oversees budget, vendor relationships, and policy enforcement, with a focus on CCaaS platforms, VoIP, SIP, and MS Teams Dialer. Remote work option with collaboration across departments.

Qualifications

• Bachelor's degree in IT or related field; healthcare IT experience preferred.
• 5+ years of Information Technology Telephony or Unified Communications experience.
• Supervisory experience and ability to lead cross-functional teams.

Responsibilities

• Lead and mentor UC engineers and technicians responsible for telephony and MS Teams Dialing.
• Oversee provisioning, maintenance, and lifecycle management of telephony systems and mobile devices.
• Develop and enforce policies for telephony, mobile device standards, and UC systems.
• Manage budget, vendor relationships, and service level agreements.
• Define KPIs and provide regular reports to senior management.

Skills

Team Leadership

Strategic Planning

Cross-functional Collaboration

Vendor Management

Education

Bachelor's degree in IT or related field

Tools

Microsoft Teams

Microsoft 365

Avaya

Five9 CCaaS

VoIP

SIP trunking

Enterprise Fax (RightFax)

CRM integration (ServiceNow, Salesforce)

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine.

Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance.

Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services
Department: IS – Mobility Fax Das
Location: 3535 Market Street
Hours: Remote, M-F, 8am-5pm

Unified Communications Manager

Position Summary

The Manager of Unified Communications is a leadership position responsible for overseeing all aspects of unified communications support within Penn Medicine. This includes managing and optimizing the organization’s unified communications environment, including mobile devices, telephony and enterprise fax support. The Manager leads a team of engineers and technicians to ensure that Penn Medicine technology resources are secure, efficient, and aligned with business objectives.

Accountabilities

• Team Leadership
• Supervises and provides leadership to Unified Communication Engineer and Technicians responsible for the support of maintenance of the UC environment.
• Fosters a high-performance culture, mentors team members, and promotes professional development.
• Builds strong cross-functional relationships with other IT teams.
• Provides leadership and maintains accountability for service level agreements
• Voice & Fax Management
• Oversees the provisioning, maintenance, and lifecycle management of all telephony systems include traditional PBX and modern unified communications platforms (MS Teams Dialing) including hardware support for mobile devices within the organization, inclusive of distributed antenna system, operating systems and Enterprise RightFax Cloud support.
• Works with departmental leadership to develop and enforce policies, standards, and procedures for telephony, mobile device standardization and unified communications.
• Microsoft Teams Dialer
• Oversees the management and optimization of the Microsoft 365 Teams Dialing environment, including MS Teams Dialer for internal and external dialing, integrated applications, licensing, and overall tenant ownership.
• Collaborates with other leaders within the organization who own other areas of the Microsoft 365 ecosystem and define a unified implementation and service plan.
• Resource Management:
• Plans and manages the department's budget, including hardware and software procurement.
• Identifies opportunities for cost optimization and efficiency improvements.
• Vendor Management:
• Develops and maintains relationships with key hardware and software vendors, establishing enterprise level standards for workstations, mobile devices, and enterprise level software inclusive of configurations and pricing, negotiating contracts and service level agreements.
• Maintains relationship with voice carriers including wired and wireless vendors, including contract management and support escalations
• Reporting and Analytics
• Defines and tracks key performance indicators (KPIs) to measure the effectiveness and efficiency of unified communications services.
• Provide regular reports and recommendations to senior management
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Required Education and Experience

• Bachelor's degree is required (Master’s is preferred).
• 5+ years of Information Technology Telephony or Unified Communication experience is required.
• Healthcare IT Experience is required
• Supervisory experience is required

Addendum

Unified Communications Manager with experience in call center technology and design. Experience managing CCaaS platforms and familiarity with Avaya and Five9 call centers would be preferred. Must have deep knowledge of VoIP, SIP trunking, cloud contact center software, and experience managing third-party service providers, software updates and carrier performance. Understanding of CRM software (Service Now, Sales Force) integration with telephone systems utilized by a health system. Preferred credentials include ITIL v4, CCNA/CCNP, or platform-specific certifications (Avaya, Five9, AWS)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.