Senior Remote Unified Communications Operations Leader

First Citizens Bank; Austin (TX); Remote; USD 140,000 - 190,000; Full time

Job summary

First Citizens Bank seeks a Senior Manager of Unified Communications Operations to lead the delivery, stability, security, and continuous improvement of the bank's voice and collaboration services. The role oversees a high‑performing team, driving SLAs, incident management, and strategic initiatives with cross‑functional partners.

The ideal candidate has extensive Cisco UC experience in regulated financial environments and leads major incident response, capacity planning, and vendor management

Qualifications

• Requires leadership of UC/telecom operations in large, regulated environments.
• Experience with Cisco Unified Communications technologies and SIP-based services.
• Proven ability to manage 24x7 production environments and vendor relationships.

Responsibilities

• Lead Unified Communications Operations team and set standards, SLAs, and metrics.
• Oversee availability, performance, and supportability of enterprise voice and collaboration services.
• Drive incident, problem, change, and service management; serve as senior escalation point.
• Partner with Infrastructure, Engineering, Security, Risk, and business stakeholders.
• Support platform upgrades, lifecycle management, and DR/BC initiatives.

Skills

Leadership

Operational management

Incident management

Change management

Stakeholder collaboration

Cisco UC knowledge

Education

Bachelor's degree + 8 years experience or 12 years experience without degree

Tools

CUCM

Cisco Unity Connection

Expressway

IM & Presence

SIP Trunking

VoIP gateways

Job description

First Citizens Bank seeks a Senior Manager of Unified Communications Operations to lead the delivery, stability, security, and continuous improvement of the bank's voice and collaboration services. The role oversees a high‑performing team, driving SLAs, incident management, and strategic initiatives with cross‑functional partners.

The ideal candidate has extensive Cisco UC experience in regulated financial environments and leads major incident response, capacity planning, and vendor management