Senior AV/UC Support Lead – Unified Communications

Raas Infotek LTD; Santa Clara (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Raas infotek corporation in Santa Clara, CA seeks an experienced AV/VC Support Lead to own UC and conference room AV services, leading a team, defining standards, and partnering with IT, facilities, and vendors to deliver reliable meeting experiences.

You will be hands-on technically and a people leader, managing escalations, driving improvements, and coordinating platform updates across Teams, Webex, Cisco, and room systems.

Qualifications

• 15+ years AV/UC support experience with 6+ years in lead/supervisory roles.
• Strong expertise in Microsoft Teams, Webex, and Cisco video conferencing.
• Hands-on AV design, installation, and troubleshooting for conference rooms.
• Familiarity with Poly phones and room integrations.
• Solid networking fundamentals (LAN/WAN, VLANs, QoS, PoE) related to AV/UC.
• Experience managing vendors, projects, and SLAs.
• Excellent communication, leadership, and stakeholder management.

Responsibilities

• Lead, coach, and mentor AV support specialists; set priorities and on-call coverage.
• Serve as escalation point (Tier 2/3) for complex AV/UC issues.
• Define and maintain support processes, SOPs, runbooks, and knowledge base.
• Track KPIs and SLAs and drive improvements in uptime and satisfaction.
• Own support strategy for UC platforms (Teams, Webex, Cisco) and drive updates.
• Oversee AV room infrastructure: endpoints, DSPs, codecs, cameras, mics, controls.
• Plan events with staffing, equipment, and contingency for high-visibility sessions.
• Coordinate vendor relationships, SLAs, and contract renewals.

Skills

AV/UC Leadership

Teams/Webex/Cisco

AV Design & Troubleshooting

Poly Phone Familiarity

Networking Fundamentals

Vendor Management

Stakeholder Communication

ITSM Tools (ServiceNow)

Tools

ServiceNow

Room Monitoring Platforms

Job description

Raas infotek corporation in Santa Clara, CA seeks an experienced AV/VC Support Lead to own UC and conference room AV services, leading a team, defining standards, and partnering with IT, facilities, and vendors to deliver reliable meeting experiences.

You will be hands-on technically and a people leader, managing escalations, driving improvements, and coordinating platform updates across Teams, Webex, Cisco, and room systems.