Position Title: Unified Communications Support Manager

Salary Range: $113,000 - $130,000

Department: Information Technology

Reports to: Sr. Director of Contact Center Solutions

Location: Remote

Schedule: M-F; 9-5 EST

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Summary:

The Unified Communications (UC) Support Manager will oversee a staff of support engineers and ensure that end users are receiving the appropriate assistance. As the UC Support Manager, you will lead a team of engineers in designing, implementing, and administering a suite of contact center technologies across the Vibrant and Veterans Crisis Line (VCL) network. You will collaborate with diverse and talented team members to deliver high quality services and support.

Duties/Responsibilities:

• Serves as technical advisor to the operations teams on design of contact center solutions.

• Sets technology strategies for telecom operations. Works closely with the Unified Communications director.

• Manages third party vendor relationships and services with telecommunications partners

• Works closely with IT leadership to identify, implement, and support cost-effective, leading solutions for unified communications.

• Manages team member development, helping set and achieve goals. Drives best-in-class customer service to Vibrant through effective team member engagement.

• Manage voice and data transmissions by deploying, monitoring, troubleshooting, and optimizing the workflow of UC systems (voice, video, chat/sms)

• Document functional and technical requirements for unified communication platforms.

• Provide technical assistance with software upgrades on existing unified communication systems by collaborating with internal and external resources.

• Performs other related duties as assigned and requested.

Required Skills/Abilities:

• Strong, hands-on experience with voice applications and contact center services.

• Knowledge and understanding of IT industry environment and business needs.

• Experience supporting large-scale network implementations and upgrades and delivering reliable, quality service.

• Interpersonal skills with the ability to develop and maintain strong stakeholder relationships at all levels in and outside of the business.

• Excellent communication skills (verbal and written) with the ability to present information clearly and concise.

• Proven ability to manage and lead across highly cross functional teams

• Demonstrated experience in resource allocation, workload distribution and management.

• Must be team-oriented, possess a positive attitude, and work well with others.

• Have a genuine passion for providing excellent customer service and a problem-solving attitude.

Required Qualifications:

• Bachelor’s Degree in Computer Science/Engineering or equivalent work experience

• 10 years of experience in an IT telecommunications environment, with 2-3 in management roles

• 4 years supporting customer facing platforms

• Experience administering VOIP systems

• Experience supporting ACD,IVR/ASR systems

Physical Requirements:

• Will frequently communicate over video calls with internal and external stakeholders, direct reports, and cross-functional team members and lead meetings

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

"Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address"