Supervisor of Unified Communications (UC)

Position Summary At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond. ORLANDO HEALTH - BENEFITS & PERKS: All Inclusive Benefits (start day one) Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees. Forbes Recognizes Orlando Health as a Best-In-State Employer Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued. Employee-centric Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare. Position Summary The Supervisor of Unified Communications (UC) is responsible for the day-to-day leadership, operations, and continuous improvement of enterprise telephony and collaboration services. This role ensures the stability, performance, and security of critical communication platforms including voice, contact center, messaging, and integrated collaboration solutions. The Supervisor leads a team of UC engineers and analysts, driving operational excellence, standardization, and knowledge sharing while ensuring alignment with organizational policies and strategic IT initiatives. Responsibilities Key Responsibilities Team Leadership & Operations Supervise and mentor a team of UC analysts, providing direction, coaching, and performance management. Oversee daily operations of UC systems, ensuring high availability and timely incident resolution. Platform Ownership Manage and support enterprise UC platforms, including: Cisco CUCM, Unity Connection, UCCX/PCCE CUBE/SBCs and voice gateways Contact center and IVR systems Voicemail, paging, and enterprise dialing solutions Ensure system uptime, call quality, and service reliability across all environments. Incident & Problem Management Lead major incident response for voice and contact center outages. Drive root cause analysis (RCA) and implement preventive measures. Reduce repeat incidents through process improvements and knowledge sharing. Process & Operational Maturity Develop and maintain standardized runbooks, troubleshooting guides, and operational procedures. Ensure compliance with security, change management, and software governance policies. Implement metrics and KPIs to track system performance and team effectiveness. Vendor & Financial Management Manage vendor relationships for telecom and UC services (e.g., carriers, managed service providers, vendor partners). Project & Strategy Support Support design and implementation of UC-related projects and upgrades. Contribute to roadmap planning, including modernization and cloud adoption initiatives. Collaborate with cross-functional IT teams and business stakeholders. Essential Functions Oversees staff to ensure problems on a daily basis are reviewed, prioritized, and expedient measures taken place to solve product problems. Ensures that customers are informed on a regular basis about the status of issues, requests or projects. Mentors team members to constantly improve their capabilities and performance. Provides personnel feedback and assists the manager in the preparation and documentation of employee performance reviews. Ensures Products team members follow procedures for product development, change management, release management and product delivery. Assists with tracking of team metrics. Reviews trends and patterns in support workload and recommends modifications. Updates manager and leadership of any issues that may affect customer support areas. Assists with various human resources functions including hiring, work assignments, time keeping, coaching plans, and performance counseling. Ensures service requests and incidents (hardware and/or software) are managed through to full resolution. Responds to pages within department guidelines. On-call for after-hours support of customer issues. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards. Maintains compliance with all Orlando Health policies and procedures. Qualifications Education/Training Associate’s degree in a related field or additional 2 years of directly related work experience. Licensure/Certification None. Experience A minimum of three (3) years of information technology experience. Preferred in the Unified Communications space. A minimum of three (3) years of experience in an IT service and support function. A minimum of one (1) year of leadership experience. Hands-on experience with Cisco UC technologies (CUCM, Unity, UCCX/PCCE, CUBE). Strong understanding of SIP, call routing, dial plans, and voice networking. Preferred Qualifications Experience in healthcare or other mission-critical environments. Familiarity with legacy systems (e.g., Avaya, Nortel) and migration strategies. Knowledge of security, compliance, and change management best practices. Experience with vendor management and telecom billing. Key Competencies Strong leadership and team development skills Excellent communication and stakeholder management Process-driven with attention to detail and documentation Proactive problem-solving and decision-making Ability to balance operational demands with strategic initiatives Key Responsibilities Team Leadership & Operations Supervise and mentor a team of UC analysts, providing direction, coaching, and performance management. Oversee daily operations of UC systems, ensuring high availability and timely incident resolution. Platform Ownership Manage and support enterprise UC platforms, including: Cisco CUCM, Unity Connection, UCCX/PCCE CUBE/SBCs and voice gateways Contact center and IVR systems Voicemail, paging, and enterprise dialing solutions Ensure system uptime, call quality, and service reliability across all environments. Incident & Problem Management Lead major incident response for voice and contact center outages. Drive root cause analysis (RCA) and implement preventive measures. Reduce repeat incidents through process improvements and knowledge sharing. Process & Operational Maturity Develop and maintain standardized runbooks, troubleshooting guides, and operational procedures. Ensure compliance with security, change management, and software governance policies. Implement metrics and KPIs to track system performance and team effectiveness. Vendor & Financial Management Manage vendor relationships for telecom and UC services (e.g., carriers, managed service providers, vendor partners). Project & Strategy Support Support design and implementation of UC-related projects and upgrades. Contribute to roadmap planning, including modernization and cloud adoption initiatives. Collaborate with cross-functional IT teams and business stakeholders. Essential Functions Oversees staff to ensure problems on a daily basis are reviewed, prioritized, and expedient measures taken place to solve product problems. Ensures that customers are informed on a regular basis about the status of issues, requests or projects. Mentors team members to constantly improve their capabilities and performance. Provides personnel feedback and assists the manager in the preparation and documentation of employee performance reviews. Ensures Products team members follow procedures for product development, change management, release management and product delivery. Assists with tracking of team metrics. Reviews trends and patterns in support workload and recommends modifications. Updates manager and leadership of any issues that may affect customer support areas. Assists with various human resources functions including hiring, work assignments, time keeping, coaching plans, and performance counseling. Ensures service requests and incidents (hardware and/or software) are managed through to full resolution. Responds to pages within department guidelines. On-call for after-hours support of customer issues. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards. Maintains compliance with all Orlando Health policies and procedures. Education/Training Associate’s degree in a related field or additional 2 years of directly related work experience. Licensure/Certification None. Experience A minimum of three (3) years of information technology experience. Preferred in the Unified Communications space. A minimum of three (3) years of experience in an IT service and support function. A minimum of one (1) year of leadership experience. Hands-on experience with Cisco UC technologies (CUCM, Unity, UCCX/PCCE, CUBE). Strong understanding of SIP, call routing, dial plans, and voice networking. Preferred Qualifications Experience in healthcare or other mission-critical environments. Familiarity with legacy systems (e.g., Avaya, Nortel) and migration strategies. Knowledge of security, compliance, and change management best practices. Experience with vendor management and telecom billing. Key Competencies Strong leadership and team development skills Excellent communication and stakeholder management Process-driven with attention to detail and documentation Proactive problem-solving and decision-making Ability to balance operational demands with strategic initiatives