The University of Southern California’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 lead a team of Engineers in designing, engineering, and implementing infrastructure and transmission technologies across USC. You’ll develop an understanding of business drivers, technical 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 significant digital transformation initiative to continually improve services for faculty, staff, and students in support of USC’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 university’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 with their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’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 Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also 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 Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.

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 experience.
• Six years of 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) and Contact Center services, including network appliances (e.g., UC managers, voice switches, media gateways, ATAS, routers, load balancers, and 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 years experience in information technology and three years experience in a management or leadership role.
• In-depth understanding of routing protocols — 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.
• Demonstrated experience in resource allocation, workload distribution and management. 

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 meet campus customer needs through monitoring, timely service restoration, diagnostics, and tuning. Manages significant 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.

Job 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 a practical, 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 of 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 the 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.  

The annual base salary range for this position is $152,260.22 - $168,000.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

MINIMUM QUALIFICATIONS The candidate for the position of Unified Communications Manager must meet the following qualifications:Minimum Education:Bachelo'rs degreeCombined experience/education as substitute for minimum educationMinimum Experience:6 yearsMinimum Field of Expertise: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) and Contact Center services, including network appliances(e.g. UC managers, voice switches, media gateways, ATAS, 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.

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