Unified Communications Manager: Hybrid Cloud & CCaaS

NorthShore University HealthSystem; Warrenville (IL); On-site; USD 80,000 - 125,000; Full time

Benefits offered by this job

Premium pay

Incentive pay

Career growth opportunities

Medical, dental, vision options

Tuition reimbursement

Free parking

Wellness program

Job summary

Endeavor Health is seeking a Manager, Unified Communications in Warrenville/Skokie, IL. You will lead enterprise voice, collaboration, and contact center technologies in a 24x7 healthcare setting, spanning on-prem and cloud environments, and oversee MS Teams voice integrations, CCaaS, paging, and related platforms.

You will manage two multidisciplinary groups, drive modernization initiatives, and ensure security, reliability, and regulatory compliance while delivering measurable improvements in

Qualifications

• Five (5) or more years of progressively responsible experience supporting or leading enterprise communications, contact center, collaboration, telecommunications, or related technology services.
• Two (2) or more years of leadership, supervisory, or management experience.
• Experience managing technology services in a large, complex, multisite organization.
• Experience managing employees, contractors, vendors, or managed service partners.

Responsibilities

• Direct employees, contractors, and vendors across both Voice and Contact Center Groups; manage performance expectations, workload prioritization, coaching, and succession planning.
• Oversee day-to-day operations for on-premises PBX, Teams Voice integration, cloud CCaaS, carrier SIP trunking, paging, and related clinical and business communications.
• Translate UC direction into actionable projects, prioritize, and implement plans aligning hybrid voice with organizational priorities.
• Lead 24x7x365 service delivery, ensure fault isolation, disaster recovery, on-call rotations, and escalation matrices.
• Ensure HIPAA and security compliance for voice platforms and Direct Routing, SIP TLS, SRTP, and mTLS.
• Supervise CCaaS migrations to cloud, automation, AI-enabled capabilities, and measure improvements in patient access and experience.
• Manage contracts, licensing, renewals, and vendor performance within budgets; monitor billing and cost controls.
• Collaborate with Enterprise Architecture, Network Engineering, and InfoSec to establish ownership, SLAs, QoS, and governance.

Education

Bachelor's degree in information technology, telecommunications, computer science, engineering, business administration, or a related field

Job description

Endeavor Health is seeking a Manager, Unified Communications in Warrenville/Skokie, IL. You will lead enterprise voice, collaboration, and contact center technologies in a 24x7 healthcare setting, spanning on-prem and cloud environments, and oversee MS Teams voice integrations, CCaaS, paging, and related platforms.

You will manage two multidisciplinary groups, drive modernization initiatives, and ensure security, reliability, and regulatory compliance while delivering measurable improvements in