Unified Communications Manager | University of Southern California (USC) - Military Veterans

at HERC - Southern California

Los Angeles, California

The University of Southern Californiaâ??s Information Technology Services (ITS) is seeking a talented Unified Communications (UC) Manager with an exceptional commitment to service excellence to join its team. As the UC Manager, you will be an integral member of the Unified Communication & Collaboration team, you will be responsible for leading a team of Engineers in the design, engineering and implementation of infrastructure and transmission technologies across USC. Youâ??ll develop an understanding of business drivers, technological direction, and market conditions necessary for developing and implementing solutions. You will collaborate with diverse and talented team members to help solve multidimensional technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies. THE TEAM ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâ??s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâ??s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. We are looking for top talent to join us on our journey. ITS CULTURE USCâ??s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions. ABOUT USC USC is the leading private research university in Los Angelesâ??a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâ??the faculty, staff, students, and alumni who make USC a great place to workâ??you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance. MINIMUM QUALIFICATIONS The candidate for the position of UC Manager must meet the following qualifications: Cisco Certified Network Professional (CCNP), CCNP Voice (CCVP) certification, or equivalent. Six years' experience in information technology, and direct, hands-on experience with network transport, design, planning, and implementation. Strong knowledge of voice application and unified communications (UC) service networks, including network appliances (e.g., UC managers, voice switches, media gateways, routers, load balancers, firewalls). Proven experience supporting large-scale network implementations and upgrades, and delivering reliable, quality network service within a higher education environment. Demonstrated experience leading a multifunctional team, developing, and managing diverse, high- performing teams with positive working relationships and strong rapport. PREFERRED QUALIFICATIONS The ideal candidate for the position of UC Manager has the following qualifications: Bachelor's degree in business administration, computer science, and/or computer information systems, or related field. Eight yearsâ?? experience in information technology, and three yearsâ?? experience in a management or leadership role. In-depth understanding routing protocols â?? Session Initiation Protocol (SIP), LAN technologies (e.g., VLANs, STP, VXLAN), WAN technologies (e.g., virtual routing and forwarding contexts [VRFs], Ethernet VPN [EVPN]), firewall technologies (SSL decryption, remote access VPN, site-to-site VPN, architecture, placement), client/server architectures, system design, QoS, load balancers, forward/reverse proxies, converged storage, and converged voice to administrative network services, Exemplary communication and interpersonal skills, with the ability to present the business side of technical topics to non-technical audiences, and persuasively and effectively interact with relationships with various stakeholders and diverse individuals and groups. THE WORK YOU WILL DO The UC Manager drives best-in-class enterprise communication technologies for the university. Responsible for ensuring that the performance and availability of communication services meets campus customer needs through monitoring, timely service restoration, diagnostics, and tuning. Manages large, third-party vendor relationships and services with telecommunication partners. Defines strategies for mobile telecommunication partners (e.g., DAS, campus cell towers). As part of the leadership team, models and cultivates ITS culture, values, and behaviors.   J ob Accountabilities The UC Manager: Serves as technical advisor to the network operations team on the design of complex voice and contact center solutions and customer troubleshooting issues, ensuring they are resolved in an effective, timely manner. Sets technology strategies for voice operations (e.g., platform performance and availability, monitoring, LAN, and WAN technologies, network automation, analytics, and reporting, Service Now, security and compliance). Works closely with the Unified Communications and Collaboration director to deliver next-generation tools for real-time collaborations. Defines standard processes to manage voice services (e.g., routing, availability, service restoration, remediation plans). Manages large third-party vendor relationships and services with telecommunications partners and defines telecommunications and carrier services strategies. Establish Automation and API integrations, SaaS/UCaaS/CCaaS, Single Sign On (SSO), Network monitoring, analytics, and reporting, Service Now ticketing and Dashboards. Manages team member development, helping them set and achieve goals for their career growth. Fosters an inclusive environment that values team member differences, creating a sense of belonging and appreciation. Leads by example, demonstrating ethics and high accountability to contribute to a culture of trust and transparency. Actively drives the process of embedding ITS values and behaviors. Drives best-in-class customer service to the university through effective team member engagement. Supports the Infrastructure Services vision, working with other ITS leaders to develop and manage a holistic strategy for delivering service quality and continuous service improvement. Supports governance Unified Communications through the implementation of standards and quality measures. Implements and manages a data-driven design strategy, utilizing data and developing plans that optimize customer experience. Builds and maintains strong relationships with ITS leaders, customers, partners, and stakeholders. Works closely with ITS leadership to identify, implement, and support cost- effective, leading solutions for Unified Communications, maintaining currency with industry standards and innovations. Provides input around process optimization, department budgeting, and the monitoring and management of resources. Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time. Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university. MINIMUM QUALIFICATIONSThe candidate for the position of Unified Communications Manager must meet the following qualifications:â?¢ Bachelorâ??s degree in engineering, computer science, computer information systems, or equivalent combination of education, training, and experience. â?¢ Six years of experience in the field of information technology.â?¢ CCNP Voice (CCVP) or equivalent certification required.â?¢ Strong knowledge of voice application and unified communications (UC) service networks, including network appliances (e.g., unified communications managers, voice switches, media gateways, routers, load balancers, and firewalls).â?¢ Proven experience supporting large-scale network implementations and upgrades and delivering reliable and quality network service within a higher education environment. â?¢ Direct, hands-on experience with network transport, design, planning, and implementation.â?¢ Ability to develop positive working relationships and a strong rapport with team members; demonstrated experience in leading a multifunctional team.

Los Angeles, California

Southern California HERC, established in 2003, is a non-profit organization composed of a diverse group of colleges and universities, and research, medical, and cultural institutions. Our institutions are committed to diversity, equity, and inclusion in the recruitment process and providing a work environment sensitive to work/life balance. We also understand that employment decisions often involve two careers and offer state of the art dual career resources and solutions. SoCal HERC includes members from the Central Coast, Los Angeles, Orange County, Inland Empire, and San Diego.

HERC is a gateway to more jobs in higher education and related fields than any other website. HERC provides job seekers with comprehensive and transparent access to job opportunities, daily job alerts, career advice news and webinars, dual career support, and regional multicultural resources to help with relocating to a new community.

SoCal HERC Member Institutions:

Antioch University, Azusa Pacific, University Cal Tech

CSU Fullerton, CSU Northridge,  CSU San Bernardino 

Cedars-Sinai Medical Center, Chapman University, Citrus College

Concordia University Irvine, Grossmont-Cuyamaca CCD, Kaiser Permanente School of Medicine 

Loyola Marymount University, MiraCosta Community College, Mount St. Mary’s University

North Orange County CCD, Occidental College,  Pacific Oaks College & Childrens School 

Point Loma Nazarene University, San Diego State University, Soka University of America

The Claremont Colleges, The Salk Institute for Biological Sciences, UC Path Center

UC Irvine, UCLA, UC Riverside

UCSD, University of Redlands, University of San Diego

University of Southern California, Vanguard University, Whittier College

While there are certainly wonderful opportunities to teach and conduct research at HERC campuses, of the 42,000 jobs on hercjobs.org, over 24,000 (or 57%) are non-teaching positions. You will find jobs in healthcare, administration, software, information technology, finance, technical and trades, social work, student affairs, and much, much more.

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