Description
Advance how our customer operates while you advance your career. As the Unified Communications (UC) Lead, you will provide onsite leadership in Arlington, VA for 24x7 UC operations, directing engineering and support teams that manage telephony, video, conferencing, and collaboration platforms.
You will ensure secure, continuous, high-quality UC services across on-premises and cloud environments, drive operational excellence, and guide contractor personnel to meet service levels.
Responsibilities and Deliverables
- Lead UC operations staffing, shift rotations, on-call schedules, and onsite coverage.
- Oversee configuration, patching, upgrades, and lifecycle management for UC platforms.
- Direct UCMT monitoring, SNMP/trap handling, and ServiceNow CMDB/ITOM integrations.
- Ensure CMDB accuracy for UC CIs to support correlation, enrichment, and impact analysis.
- Manage P1/P2 incident response, troubleshooting, and root-cause remediation.
- Oversee provisioning, lifecycle management, and MACDs following Change Management.
- Coordinate vendor/OEM escalations, warranty, and maintenance activities.
- Maintain SOPs, runbooks, diagrams, and audit-ready documentation.
- Lead UC performance tuning, QoS configuration, capacity planning, and reporting.
- Mentor UC engineers and ensure certification/training compliance.
What You'll Need to Succeed
- 10+ years managing server and support services, including at least 3 years in an IT outsourcing environment overseeing contractor personnel and 24x7 delivery.
- Demonstrated leadership of UC engineering teams supporting telephony, video conferencing, and collaboration platforms.
- ITIL 4 or ITIL 5 Foundation certification is required.
- Previous experience supporting large U.S. government federal customers/agencies is highly desired.
- Must work onsite 100% in Arlington, VA.
Required Technical Skills
- Deep understanding of UC architectures: SIP, VoIP, QoS, dial plans, call routing, gateways, media traversal.
- Experience with telephony and video platforms (Poly, Crestron, Cisco Webex, Avaya, Zoom, Logitech).
- Familiarity with Microsoft 365 (Teams, Exchange Online, Entra ID) and UC integrations.
- Experience integrating UC monitoring with ServiceNow CMDB and ITOM/ITSM workflows.
- Ability to direct UCMT operations, including discovery, polling, SNMP/MIB management, trap handling, and topology mapping.
- Knowledge of provisioning, MACDs, account lifecycle, and UC access controls.
- Strong vendor/OEM coordination experience.
Benefits
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays