New

IT Manager II - Unified Communications

Western Alliance Bancorporation
dental insurance, tuition assistance, 401(k)
United States, Ohio, Columbus
Jun 02, 2025
Job Title: IT Manager II - Unified Communications Location: Block 23 What you'll do: The IT Manager II - Unified Communications is responsible for overseeing the engineering, configuration, and maintenance of critical telecom systems that impact business operations. This role involves leading a team of engineers, proactively communicating solutions to telecom-related issues, and identifying emerging technologies to improve the overall health of the company's telecom network. The IT manager will develop and evaluate Unified Communication -related software programs, prepare analyses of capacity needs, and conduct feasibility and cost studies. This role requires making strategic decisions on technical approaches for project components and exercising considerable latitude in determining objectives and approaches to assignments. Lead the Unified Communication engineering, development, and administration of telephony systems and collaboration tools. Ensure that hardware and software infrastructure is maintained with the latest firmware and software requirements. Provide escalation support to the Call Center/Customer Care departments. Troubleshoot and resolve all expedited issues impacting customers' challenges and needs promptly. Proactively communicate the status, plan of action(s), and resolution(s) of issues. Monitor and report the performance of Communication components against KPIs and take preemptive measures to minimize interruptions. Identify opportunities and recommend solutions for improving the overall Unified Communications health by assessing overall effectiveness and efficiency. Evaluate new technologies and platforms to determine their applicability to business needs. Document processes and create knowledge base articles for internal users. Train end-users and administrators on how to use the phone system. Lead complex telecom-related projects and ensure successful implementation. Mentor and support other engineers, Helpdesk, and end-users. Create and maintain comprehensive documentation for all implemented telecom networks. Perform preventative maintenance on telecom devices. Manage 24x7 on-call rotation, after-hours, and weekend work as required. What you'll need: Proven track record supporting Cisco CUCM, UCCX, CUBEs, Unity, Finesse, and Calabrio in an enterprise-wide setting. Bachelor's degree in an IT-related field Experience with Genesys Cloud (PureCloud) and MS Teams/Teams Phone. 5+ years' experience in IVR design specification development, requirements gathering, and execution. Intermediate knowledge of general Financial Services or Banking is preferred. Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices. Intermediate to advanced experience in managing mid-sized technology teams within multiple functional areas while ensuring the highest quality delivery of complex products or services. Intermediate to advanced experience with the execution of KPIs and meeting timelines. Working knowledge of Wireshark, AudioCodes Syslog, SSH, Putty, and SIP. Experience in upgrading IOS versions and firmware. Applied working knowledge of ITIL change management and service design. Ability to communicate effectively with management, staff, and vendors. Previous leadership experience required. Ability to work well in a team setting as well as independently with minimal direction. Advanced speaking and writing communication skills Cisco certified, Zoom experience, and telephony-related certifications are nice to have. Working knowledge of APIs and CRM integrations. Understanding of CCaaS, SaaS, and UCaaS technologies and the ability to trace call routing. May require up to 25% travel. Benefits you'll love: We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. Western Alliance Bancorporation