Manager, Unified Communications

at  The City of Vancouver

QUALIFICATIONS

Education and Experience:

• Degree in information technology or a related discipline supplemented by technical courses related to the work, and a minimum of 7 years experience, including minimum 5 years working in a technical position within Information Technology and Telecommunications, or an equivalent combination of education, training and experience.
• Related experience supervising technical support staff, working with collective agreements, and dealing effectively with labour relations issues.

Knowledge, Skills and Abilities:

• Proficiency in managing both Cisco and Microsoft Teams communication systems and online meeting platforms.
• Familiarity with Cisco switches, voice solutions, mobile device management and Teams Calling features.
• Proficiency in unified communications (UC) technologies.
• Strong knowledge of UC and project management tools.
• Familiarity with technical design and development practices.
• Thorough knowledge of client environment, including Microsoft licensing and technologies, software package and release processes.
• Thorough knowledge of city and TS support processes.
• Thorough knowledge of Privacy Office compliance and PIA requirements.
• Analytical and problem-solving skills; ability to investigate, assess and resolve software problems and to liaise with vendor representatives and technical specialists on the more complex problems.
• Ability to determine priorities and structure work activities to achieve goals in a timely manner; ability to work effectively in a multi-task dynamic environment punctuated by frequent interruptions.
• Ability to establish and implement service standards, set work priorities, and schedule and lead assigned projects such as the development and implementation of systems and information technologies.
• Ability to work collaboratively within a team environment and promote a supportive, respectful and safe work environment in an economically and culturally diverse workplace and community.
• Skills in supervising staff, including providing feedback, dealing with conflict, corrective discipline, managing, performance, and coaching.
• Ability to exercise independent judgment in emergencies and non-routine matters which meets City priorities and obligations.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.
Business Unit/Department: IT, Digital Strategy & 311 (1070)
Affiliation: Exempt
Employment Type: Temporary Full Time
Position Start Date: January, 2025
Position End Date: January, 2027
Salary Information: Pay Grade RNG-091: $111,139 to $138,924 per year

MAIN PURPOSE AND FUNCTION

The Unified Communications (UC) Manager is responsible for overall architecture, detailed design, development, implementation, deployment and operation of telecommunications infrastructure and services (calling, mobility, contact centre, online meetings), and the management of telecommunications staff. Additional activities include assisting City stakeholders with analysis and implementation of telecommunications services, the development of standards for both on-premise and cloud based systems (Cisco Call Manager, Cisco Contact Centre, Microsoft Teams Phone System, Microsoft Teams Meetings) and management of the City’s mobile devices. The UC Manager is also responsible for guiding the organization through communication systems changes and migrations, a critical role in ensuring efficient communication and collaboration across the City’s UC platforms.

SPECIFIC DUTIES/RESPONSIBILITIES

• Responsible for developing and maintaining a comprehensive UC technology roadmap for telecommunications infrastructure and services including calling, mobility, contact centre, and online meeting platforms.
• Responsible for the City’s mobility services and mobile device management.
• Manages the billing for mobility, land lines and managed telecommunications services.
• Ensures the City’s telecommunications infrastructure and services operate to agreed service levels, including ongoing operations, performance management and service level reporting.
• Guides the organization through communication systems changes and migrations.
• Works closely with other TS Managers to manage the operations of the M365 product suite.
• Responsible for oversight of UC projects, including planning project scope, deliverables, resources, budget, and schedule; identifying and mitigating project risks; and project management approach.
• Responsible for leading UC team including assigning responsibilities, evaluating performance, coaching, training and development.
• Manages operational and capital budgets.
• Responsible for analyzing business requirements, preparing feasibility studies and developing recommendations.
• Work closely with ATIP to ensure compliance and adherence is met.
• Recommends and participates in the development of corporate standards, policy, systems and applications.
• Works with Supply Chain Management to develop RFPs as well as contract renewals.
• Responsible for developing and implementing communication, training and change management plans.
• Works with change management team on coordination, communication and scheduling of changes that will affect city staff.
• Responsible for ensuring appropriate vendor relationships are maintained.
• Responsible for conducting technical & IT industry research; advising on industry trends, the feasibility of technologies and products & technology alternatives.
• Other duties/responsibilities as assigned.