Manager, Unified Communications

Hourly Pay Range: $58.50 - $90.68 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position:
Manager, Unified Communications

Location:

Warrenville, IL or Skokie, IL

Full Time

Hours:

Monday-Friday, [hours and flexible work schedules]

The Manager of Unified Communications provides leadership and operational accountability for enterprise voice, collaboration, contact center, and related communications technologies within a complex, 24x7x365 healthcare environment. This role is responsible for the full lifecycle of a hybrid architecture, encompassing on-premises and cloud Voice Technologies, Microsoft Teams voice integrations, cloud and on prem contact center (CCaaS), and mission-critical paging, cellular, and faxing platforms.

This role leads two specialized, multidisciplinary groups—the Voice & Infrastructure Group and Contact Center Group—and works closely with clinical, operational, business, patient access, and technology leaders. The role establishes priorities, manages vendors and financial resources, promotes standardization at the SIP transit layer, and ensures services meet strict clinical, regulatory, and service-level requirements. The Manager leads the execution of contact center and communications modernization initiatives, optimizing and standardizing voice operations through automation and enabling responsible AI capabilities.

Success requires demonstrated experience managing complex hybrid voice routing, supporting 24x7x365 life-safety platform survivability, maintaining secure enterprise communication boundaries, and delivering measurable operational outcomes through technology implementation and effective change management.

Manage the dual-group engineering structure (20%) – Direct employees, contractors, and vendors across both the Voice Group and Contact Center Group. Manage performance expectations, workload prioritization, coaching, and succession planning. Promote cross-training between the Voice and Contact Center teams at the SIP transit layer to reduce key-person dependencies, while establishing strict boundaries between UC infrastructure and desktop/M365 client support. Manage the enterprise Unified Communications portfolio (15%) – Oversee day-to-day operations and execution for the on-premises multi-vendor PBX environment, Microsoft Teams Voice integration, cloud CCaaS, carrier SIP trunking, clinical paging, faxing, Cellular Services (DAS), and related clinical and business communications.

Provide full lifecycle ownership and execute approved roadmaps and plans (10%) – Manage assigned platforms from planning and solution evaluation through implementation, support, optimization, dial-plan normalization, and legacy Equipment retirement, in alignment with established technology direction and standards. Translate established Unified Communications direction into actionable projects, priorities, and implementation plans that align hybrid voice capabilities with organizational priorities, patient access objectives, and enterprise technology standards.

Lead 24x7x365 service delivery, availability, and major-incident readiness (10%) – Manage the Session Border Controller layer and core PBX infrastructure, support resilient architectures, ensure effective fault isolation, and coordinate maintenance approaches that minimize service disruption. Provide technical and operational leadership during critical outages to protect 24x7x365 clinical operations, coordinating escalation to senior leadership as appropriate. Ensure effective Tier-3 escalation matrices, on-call rotations, local branch survivability (SRST), and disaster recovery procedures are maintained…