Senior Unified Communications Operations Lead (Remote)

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

Job summary

First Citizens Bank is seeking a Senior Manager to lead Unified Communications Operations, ensuring high availability and strong service delivery for enterprise voice and collaboration services.

You will manage a team responsible for incident response, platform reliability, and continuous improvement, partnering with Engineering, Security, and Risk to support strategic initiatives and regulatory compliance.

Qualifications

• Bachelor's Degree and 8 years of experience in Applications development, analysis or engineering.
• High School Diploma or GED and 12 years of experience in Applications development, analysis or engineering.
• Experience leading UC operations in large-scale, regulated environments.

Responsibilities

• Lead and develop a high-performing Unified Communications Operations team.
• Establish operational standards, governance, service levels, and performance metrics.
• Drive incident, problem, change, and service management practices to deliver reliable UC services.
• Serve as the senior escalation point for critical production issues.
• Collaborate with Infrastructure, Engineering, Security, Risk, and business stakeholders.

Skills

Leadership

Operational management

Incident management

Vendor management

ITIL knowledge

Education

Bachelor's degree in related field

High School Diploma or GED

Tools

CUCM

Cisco Unity Connection

CUCM Expressway

SIP Trunking

Voice Gateways

Job description

First Citizens Bank is seeking a Senior Manager to lead Unified Communications Operations, ensuring high availability and strong service delivery for enterprise voice and collaboration services.

You will manage a team responsible for incident response, platform reliability, and continuous improvement, partnering with Engineering, Security, and Risk to support strategic initiatives and regulatory compliance.