Manager Telecom, Collaboration and Contact Center Technologies

EXOS; Columbus (OH); On-site; USD 120,000 - 150,000; Full time

Job summary

EXOS is seeking a Manager to oversee Telecoms, Collaboration, and Contact Center Technologies teams. You will lead planning, implementation, support, and continuous improvement of enterprise voice, collaboration, and contact center platforms, while aligning technology strategy with business and clinical needs.

You will manage people, budgets, and vendor relationships, ensure strong delivery standards, security, and resiliency, and drive multi-year modernization across platforms with a focus on

Responsibilities

• Recruit, hire, develop, and retain a high-performing team
• Establish clear goals, roles, and career development plans
• Define operating model with ownership and escalation paths across internal teams and partners
• Own operational health and lifecycle management for supported technologies
• Govern change management, incident response, problem management, and reporting processes
• Ensure resilient architecture, disaster recovery preparedness, and adherence to security standards
• Prioritize and manage a portfolio of initiatives across platforms and stakeholders
• Apply structured project management discipline for scope, cost, risk, and quality
• Lead execution of migrations, upgrades, and modernization initiatives
• Communicate status, risks, and outcomes to leadership and key stakeholders
• Develop and maintain a multi-year modernization strategy
• Align investments to customer experience, clinical effectiveness, and financial priorities
• Evaluate innovation opportunities, including cloud-based contact center capabilities

Job description

Our client is seeking a Manager to oversee their Telecoms, Collaboration, and Contact Center Technologies teams. They will be tasked to lead the planning, implementation, support, and continuous improvement of enterprise voice, collaboration, and contact center platforms. This role is responsible for people leadership, operational accountability, project and portfolio execution, vendor management, and stakeholder engagement. The manager ensures alignment of technology strategy with business and clinical needs while maintaining strong standards for delivery, security, and resiliency.

Key Responsibilities:

• Recruit, hire, develop, and retain a high-performing team
• Establish clear goals, roles, and career development plans
• Define operating model with ownership and escalation paths across internal teams and partners

Operations and Service Delivery:

• Own operational health and lifecycle management for supported technologies
• Govern change management, incident response, problem management, and reporting processes
• Ensure resilient architecture, disaster recovery preparedness, and adherence to security standards

Project and Portfolio Management:

• Prioritize and manage a portfolio of initiatives across platforms and stakeholders
• Apply structured project management discipline for scope, cost, risk, and quality
• Lead execution of migrations, upgrades, and modernization initiatives
• Communicate status, risks, and outcomes to leadership and key stakeholders
• Develop and maintain a multi-year modernization strategy
• Align investments to customer experience, clinical effectiveness, and financial priorities
• Evaluate innovation opportunities, including cloud-based contact center capabilities

Vendor and Partner Management:

• Manage strategic relationships with Cisco and other solution providers
• Support contract negotiations and vendor performance reviews
• Hold partners accountable for delivery quality and outcomes

Stakeholder Engagement:

• Build strong relationships with business, clinical, and technology leaders
• Provide regular updates, insights, and recommendations to leadership forums
• Track and manage demand, service expectations, and priorities

Security and Compliance:

• Ensure access control, authentication, and platform security standards are maintained
• Support organizational compliance requirements and security training adherence

Budget and Continuous Improvement:

• Manage capital and operating budgets for the function
• Identify areas for efficiency, scalability, and service quality improvement
• Drive continuous improvement initiatives across processes and platforms

Functional Scope:

• Contact center technologies, including Cisco PCCE or UCCE, Finesse, CUIC, CVP, ECE
• Unified communications, including Cisco Unified Communications Manager, voicemail platforms, and telephony modernization
• Collaboration technologies, including Webex and conferencing solutions
• Edge and platform technologies, including session border controllers and monitoring tools
• Adjacent tools such as paging systems, dialing platforms, and call recording solutions
• Security, access, and continuity practices for all supported systems