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Unified Communications Manager

Company: Mountain American Credit Union
Location: Sandy
Posted on: January 6, 2021

Job Description:

Please reference the schedule and minimum qualifications listed below before applying.If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.Job SummaryThis position will lead MACU's Unified Communications team responsible for the planning, design, build, and 24--7 support of VOICE solutions supporting MACU employees and it's Members. The objective of this role is to deliver effective technology that best enables MACU's business growth,productivity and operational stability. This includes but is not limited to contact center, telephony, and video conferencing platforms.Job DescriptionLOCATIONInformation Technology Team9800 S Monroe StSandy, UT 84070SCHEDULEFull-timeTo be effective, an individual must be able to perform each job duty successfully.* Act as subject matter expert on all related voice technologies, both on prem and in the cloud.* Drive innovation and efficiencies to best support business growth and operational productivity.* Develop Unified Communication strategies by working with MACU business partners, leadership and employees to align solutions to business needs and objectives. This includes efforts such as: needs assessments, environment reviews, capacity planning, and cost/benefit analyses, identifying and evaluating state-of-the-art technologies, identifying requirements, as well as, establishing technical specifications and operational standards.* Works closely with contact center groups to develop customer interaction and voice response systems, and voice networks. Assisting with the design of user interfaces where needed, developing and executing user acceptance testing, planning and controlling implementations.* Improves and maintains contact center operations by monitoring system performance, identifying and resolving problems and defining action plans.* Leads Unified Communications team with technical oversight, standards and metrics to ensure appropriate business outcomes, quality control and team capacity management.* Assist the UC team with, and as needed, perform the troubleshooting of highly complex data, voice or video network and hardware problems.* Implement and maintain collaboration security best practices by assessing current threats, vulnerabilities, risks and associated technical countermeasures.* Build, maintain, and audit all voice network related documentation as it relates to configuration, processes, service records, asset inventories, topologies, administration manuals, job instructions, support contacts, etc.* Provide knowledge transfer and training documentation when needed to aid in the effective use/adoption of UC toolsets.* Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional forums.KNOWLEDGE, SKILLS, and ABILITIESThe requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with

Keywords: Mountain American Credit Union, Sandy , Unified Communications Manager, Executive , Sandy, Utah

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