VoIP & UC Service Manager (Cisco/AWS Connect)

GraceMark Solutions; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

GraceMark Solutions is seeking a Service Manager to oversee Cisco Call Manager, collaboration tools, and AWS Connect environments. You will ensure high availability, manage incidents, and drive continuous service improvements across these platforms.

Ideal candidates have 5+ years in IT service management, Cisco/AWS certifications, and proven leadership. The role focuses on client satisfaction, SLA adherence, and project delivery in a dynamic tech setting.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Certifications such as Cisco CCNP or AWS Solutions Architect are highly desirable.
• Minimum 5 years in IT service management with CCM, collaboration tools and AWS Connect.

Responsibilities

• Oversee day-to-day operations of CCM, collaboration tools, and AWS Connect.
• Ensure SLAs and performance metrics are met across environments.
• Lead and develop IT professionals and foster high-performing culture.
• Manage incidents, root cause analysis, and preventative measures.
• Plan and oversee projects related to CCM, collaboration tools, and AWS Connect.
• Engage with clients, report performance, and drive service improvements.

Skills

Cisco Call Manager

AWS Connect

VoIP

Unified communications

IT service management

Education

Bachelor’s degree in Computer Science or IT

Cisco CCNP or AWS Solutions Architect

Job description

GraceMark Solutions is seeking a Service Manager to oversee Cisco Call Manager, collaboration tools, and AWS Connect environments. You will ensure high availability, manage incidents, and drive continuous service improvements across these platforms.

Ideal candidates have 5+ years in IT service management, Cisco/AWS certifications, and proven leadership. The role focuses on client satisfaction, SLA adherence, and project delivery in a dynamic tech setting.