Senior Remote Unified Communications Leader

First Citizens; Raleigh (NC); Remote; USD 130,000 - 180,000; Full time

Job summary

First Citizens Bank seeks a Senior Manager, Unified Communications Operations to lead delivery, stability, and security of enterprise voice and collaboration services. You will manage a team responsible for high availability, incident response, and regulatory compliance in a large, regulated environment.

In this remote role, you will partner with Infra, Security, and Engineering to drive lifecycle management, upgrades, and strategic initiatives, including cloud collaboration technologies such as

Qualifications

• 8+ years supporting enterprise Unified Communications environments.
• 7+ years leading technical operations teams in large-scale organizations.
• Experience managing mission-critical, 24x7 production environments.
• Strong background with Cisco Unified Communications technologies and SIP-based services.
• Experience managing telecommunications providers, vendors, and operational budgets.
• Experience within a highly regulated environment, preferably a financial institution.
• ITIL, PMP, CCNP Collaboration, CCIE Collaboration, or equivalent certifications.

Responsibilities

• Lead and develop a high-performing Unified Communications Operations team.
• Establish operational standards, governance, service levels, and performance metrics.
• Drive operational excellence through incident, problem, change, and service management practices.
• Serve as the senior escalation point for critical production issues and service disruptions.
• Build strong partnerships across Infrastructure, Engineering, Security, Risk, and business stakeholders.
• Ensure the availability, stability, performance, and supportability of enterprise voice and collaboration services.
• Oversee day-to-day operations, maintenance, monitoring, and support of Unified Communications platforms.
• Lead major incident response, service restoration, root cause analysis, and continuous improvement efforts.
• Support technology upgrades, platform lifecycle management, and operational readiness for new solutions.
• Manage relationships with telecommunications carriers and strategic technology vendors.
• Collaborate with Engineering teams on platform roadmaps, upgrades, resiliency, and modernization efforts.
• Ensure new technologies transition smoothly into production support.
• Participate in capacity planning, disaster recovery, and business continuity initiatives.
• Provide operational guidance for architecture and technology design decisions.
• Ensure Unified Communications platforms remain secure, compliant, and aligned with enterprise standards.
• Oversee patch management, vulnerability remediation, and operational risk controls.
• Support audits, regulatory requirements, and security assessments.
• Maintain operational resiliency and recovery capabilities for critical communications services.

Skills

Leadership

Operations Mgmt

Incident Mgmt

Vendor Management

Cisco UC

SIP-based Services

ITIL

Cloud Collaboration

Education

Bachelor's Degree

High School Diploma or GED

Tools

CUCM

Unity Connection

Expressway

IM & Presence

SIP Trunking

SBCs

Voice Gateways

Microsoft Teams Phone

Job description

First Citizens Bank seeks a Senior Manager, Unified Communications Operations to lead delivery, stability, and security of enterprise voice and collaboration services. You will manage a team responsible for high availability, incident response, and regulatory compliance in a large, regulated environment.

In this remote role, you will partner with Infra, Security, and Engineering to drive lifecycle management, upgrades, and strategic initiatives, including cloud collaboration technologies such as