Unified Comm and Collab Team Leader, Marlborough or Chelmsford - Digital FCU
Description
** Unified Comm and Collab Team Leader, Marlborough or Chelmsford**
**Job Category****:** Information Systems **Requisition Number****:** UNIFI03577 Showing 1 location **Job Details**
**Description**
**Schedule: Monday - Friday, 8:00 - 5:00**
**Summary/Objective:**
In this role the Unified Communication and Collaboration Team Leader will be responsible for the leadership,
architecture, design, project management, and deployment of Unified Communications solutions including
Office 365, Avaya, conference room technology, and 3rd party Contact Center applications. To realize these
goals and objectives the position must balance strong financial and technical results with a strong team and
customer focus
**Essential Functions:**
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.
Production and Project support of voice network, applications, UC, and cloud-based communication
solutions and platforms
Supervision, leadership, and management of the UCC team. Recruiting, hiring, training, evaluation and
mentoring of staff to ensure positive employee development
Interface directly with lines of business to ensure UCC platforms are meeting their goals and objectives
Monitors, identifies, and executes process improvements to meet current and future user demands
Develop, measure and report UCC performance metrics
Work with staff to create viable project plans for system deployment and/or upgrades that will positively
impact end users and enable DCU's business strategy
Assists with development, evaluation and management of operating and capital budgets for
communications and contact center infrastructure, networks, UC applications, UCaaS and CPaaS
service providers
Manages communications requests, program needs assessments, project plans, budgets, schedules,
internal and external resources ensuring project execution
Institute strong governance to lead and direct the UCC group with standard processes and workflows
Ensure that existing procedures are followed and that all procedures are documented in accordance
with ITIL guidelines
Owns product lifecycle management tracking EOS and EOL and ensuring firmware and service pack
application to address performance and security issues
Executes strategic decisions on vendors, technologies and the best solutions by researching and
staying in the forefront of technology trends
Perform other job-related duties as assigned by Managers(s).
**Other Duties:**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties
or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may
change at any time with or without notice.
**Job Competencies:**
Focuses and guides others in accomplishing work objectives; rewards and recognizes other, both
formally and informally, in ways that motivate them. Sets high performance expectations for team
members; sets clear performance expectations and objectives; holds others accountable for achieving
results. Successfully finds resources, training, tools, etc. to support staff needs. Work with staff to
create developmental opportunities to expand knowledge and skill level; provides effective feedback
and guidance for career development.
Shows ability to plan, schedule, direct work of self and others; balances task requirements and
individual abilities; organizes materials to accomplish tasks; sets challenging yet achievable goals for
self and others.
Communicates a vision and inspires motivation; engages with others (direct-reports and peers) in team
process to solve problems; works to find a win/win resolution of differences; is aware of how
management style impacts staff productivity and development; modifies leadership style to meet
situational requirements; helps team stay focused on major goals while managing within a context of
multiple directives.
Monitors the work of direct reports to ensure quality standards and thoroughness; considers the
knowledge experience, and skill of staff members when determining the extent of review.
Clearly conveys and receives information and ideas through a variety of media to individuals or groups
in a manner that engages the listener, helps them understand and retain the message, and invites
response and feedback. Keeps others informed as appropriate. Demonstrates good written, oral, and
listening skills.
Effectively exploring alternatives and positions to reach agreements and solutions that gain the support
and acceptance of all parties.
Maintains effective performance under pressure; handling stress in a manner that is acceptable to other
and to the organization.
Make customers/clients and their needs a primary focus of one's actions; show interest in and
understanding of the needs and expectations of internal and external customers (including direct reports);
gains customer trust and respect; meets or exceeds customer expectations
**Education and Experience Requirements:**
Bachelor's or Master's degree focused in Computer Science, Networking, Telephony or related
discipline
Minimum of 5 years administering or engineering an Avaya environment
Minimum of 3 years administering or engineering an Office 365 environment
Cloud VoIP experience
Network and/or System experience
Experience with 3rd party application integration
**Additional Eligibility Requirements:**
Strong written and verbal skills
ITIL certification preferred
Avaya ACSS certification or equivalent preferred
**Supervisory Responsibility:**
The Unified Communication and Collaboration Team Leader is responsible for supervising the telephony and
collaboration team.
**Work Environment:**
This job operates in a professional office environment. This role routinely uses standard office equipment such
as computers, phones, photocopier/scanner, filing cabinets, and fax machines.
**Physical Demands:**
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. This is a largely sedentary role. While performing the
duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle,
feel or operate objects, tools or controls and to reach with hands and arms.
**Travel:**
Minimum travel required
**Service Excellence: The DCU Way:**
All employees are expected to provide service excellence the DCU Way through teamwork and by providing
quality service to internal and external members, incorporating the Guiding Principles of DCUs culture:
People come first
Do the right thing
Make a difference
**Bank Secrecy Act (BSA):**
All Credit Union employees are required to complete all BSA related training annually and maintain knowledge
of current BSA policies, specifically those related to functions performed within the department and identify and
report possible suspicious activity.
**We are proud to be an EEO/AA employer M/F/D/V.**
**Skills**
**Education**
**Experience**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investi