Manager, Microsoft & Unified Communications

Manager, Microsoft 365 & Unified Communications

The Manager, Microsoft 365 & Unified Communications is responsible for the strategy, administration, security, optimization, and support of Innov Age's enterprise collaboration and communications platforms. This leader oversees the technologies that enable employees and operational teams to communicate, collaborate, and deliver participant care efficiently across the organization.

This role owns the Microsoft 365 ecosystem, including Teams, Exchange Online, SharePoint Online, One Drive, Teams Voice, Microsoft 365 Copilot administration and governance, along with contact center, telephony, messaging, and conferencing solutions. The position leads a team of engineers and administrators and is accountable for operational excellence, financial stewardship, vendor management, platform security, and service delivery.

This is a hands-on leadership role that partners closely with Infrastructure, Cybersecurity, AI, Compliance, and Business Operations to deliver secure, scalable, and innovative solutions that support Innov Age's continued growth.

Essential Functions & Responsibilities

Microsoft 365, Copilot & Collaboration Platforms (35%)

• Serve as the platform owner for Microsoft 365, including Teams, Exchange Online, SharePoint Online, One Drive, and related collaboration technologies.
• Lead governance, lifecycle management, licensing, adoption, and optimization initiatives.
• Administer Microsoft 365 Copilot licensing, governance, and deployment activities.
• Partner with Cybersecurity and Compliance teams to ensure secure and compliant use of Microsoft 365 and AI-enabled services.
• Lead collaboration platform modernization, migrations, and continuous improvement efforts.

Unified Communications & Contact Center Technology (30%)

• Provide strategic and operational leadership for Teams Voice, Five9, telephony, conferencing, messaging, and carrier services.
• Oversee contact center administration, call routing, IVR design, reporting, and integrations.
• Maintain carrier relationships, E911 compliance, number management, and messaging services.
• Serve as the primary escalation point for enterprise communications and contact center incidents.
• Ensure reliable, scalable, and cost-effective communications services across all Innov Age locations.

People Leadership & Service Delivery (20%)

• Lead, coach, and develop a team of engineers and administrators.
• Establish team priorities, performance expectations, and development plans.
• Drive operational excellence across incident management, service requests, documentation, and knowledge management.
• Promote cross-training and succession planning to reduce key-person dependencies.
• Represent the team in operational reviews, governance meetings, and strategic planning discussions.

Vendor, Financial & Project Management (10%)

• Manage vendor relationships, contracts, statements of work, renewals, and technology investments.
• Develop and manage budgets, forecasts, and cost optimization strategies.
• Lead technology implementations, upgrades, migrations, and integration projects.
• Ensure projects follow established governance, change management, and implementation standards.

Security, Compliance & Business Continuity (5%)

• Support HIPAA, cybersecurity, privacy, retention, and governance requirements.
• Participate in audits, risk assessments, continuity planning, and disaster recovery efforts.
• Ensure collaboration and communications technologies align with enterprise security standards and operational resiliency objectives.

Qualifications

Required

• Bachelor's degree in Information Systems, Computer Science, or related field; equivalent experience may be considered.
• 7+ years of enterprise collaboration, communications, or infrastructure experience.
• 2+ years of people leadership experience.
• Strong Microsoft 365 administration experience including Teams, Exchange Online, SharePoint Online, and One Drive.
• Experience supporting enterprise voice, unified communications, or cloud contact center technologies.
• Experience managing vendors, contracts, and technology projects.
• Strong communication and stakeholder management skills.

Preferred

• Experience with Five9, Genesys Cloud, NICE CXone, Amazon Connect, or similar contact center platforms.
• Teams Voice, carrier management, E911, messaging, and telephony administration experience.
• Microsoft 365 Copilot administration and governance experience.
• Healthcare, HIPAA, or other regulated-industry experience.
• Microsoft, ITIL, PMP, or related certifications.

Innov Age Service Standards…