IT Contact Center Services, Manager

This position is expected to work onsite up to 2 days per month, and can be more based on business needs. 

The Manager, Contact Center Services will be responsible for leading and managing the University's Digital Workplace Contact Center team and aligning the contact center and communications services strategy with the broader IT strategy. The Manager will oversee modernization initiatives to evolve the University’s Contact Center Services and communications systems and infrastructure beyond telephony. The Manager will serve as the primary point of contact with IT personnel, end users, and stakeholders to identify and address communication needs and innovation opportunities.

This role involves operation of the University communications network including telecommunications and Zoom Workplace Services. The Contact Center Services Manager plans, designs, develops, installs, and maintains communications network systems for the University. 

The Manager, Contact Center Services will positively impact UCSF’s operations and culture by ensuring UCSF’s IT digital workplace contact center services are integrated and effective in service of the University’s health, research, and academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCSF’s vision while modeling UCSF’s culture and values.

Department Overview:

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue. 

The Digital Workplace Services team within Infrastructure Services is responsible for managing and maintaining UCSF’s integrated communications, collaboration, and audio-visual systems. This encompasses a wide array of technologies such as telephony, voicemail, audiovisual technology, video conferencing, and collaboration platforms. The department ensures seamless connectivity and efficient communication across various departments, supporting the institution's mission of providing high-quality healthcare, education, and research. The team plays a crucial role in implementing and optimizing digital workplace solutions to meet the diverse needs of faculty, clinicians, staff, and students, ultimately enhancing operational efficiency and collaboration within UCSF.

% of Time

Essential Function (Yes/No)

Key Responsibilities

20%[ZO1] 

Yes

Leadership, Management, and Supervision

1. Leads, manages, and supervises the Digital Workplace Contact Center Services Team, providing guidance, direction, and mentorship, fostering a positive work environment, and ensuring the alignment of team goals with UCSF’s overall strategy and objectives.

2. Manages the development of team members by helping them set and achieve goals for their career growth. Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members. Leads by example, demonstrating ethics, high accountability, and actively drives the process of embedding IT values and behaviors. Contributes to a culture of trust and transparency. Drives best-in-class customer service to UCSF through effective team member engagement. 

3. Handles personnel management tasks, including selecting, training, guiding, and evaluating professional and support staff. Takes corrective action as required, recommends salary actions, promotions, and terminations, and participates in recruitment and orientation of new employees.

4. Manages assigned staff members in adherence to HR and institutional policies and procedures. Participates in developing and monitoring operational and budget processes, staff FTE, finance, human resources, and space planning.

25%[ZO2] 

Yes

Contact Center Services

1. Designs, implements, and maintains Contact Center services infrastructure to ensure maximum uptime and reliability. This includes strategies such as implementing redundancy and failover mechanisms, conducting regular data backups, and routinely testing and updating the recovery plan.
2. Leads the team responsible for the design, implementation, and maintenance of the University's digital workplace Contact Center services systems, Genesys, and infrastructure.
3. Reviews costs and benefits of installing in-house Contact Center Services and evaluates all new and upgraded systems. Has billing responsibility to users, monitors cost effectiveness, and recommends upgrades to appropriate systems. 
4. Oversees the transition from legacy Contact Center services to modern SaaS Contact Center Services across campus where appropriate, including the implementation of new technologies and the retirement of legacy systems. Develops and implements a roadmap for the transition, including timelines, budgets, and resource requirements.
5. Develops and implements effective disaster recovery plans and procedures to support 24x7 service reliability and effective emergency response. This includes designing and managing backup systems, conducting regular disaster recovery tests to ensure system resilience, and leading recovery efforts in the event of network failures or data breaches to minimize downtime and data loss.
6. Serves as the primary point of contact for digital workplace Contact Center services matters, providing guidance, and leadership to the team.
7. Ensures the Digital Workplace Contact Center Services team is aligned with broader IT strategy and that industry best practices are applied across all relevant technologies and procedures.
8. Collaborates with other IT teams to ensure seamless integration of digital workplace Contact Center services systems with other IT systems and services.

10%[ZO3] 

Yes

Problem Solving

1. Works closely with UCSF’s Digital Workplace Services, IS, and IT leadership to identify, implement, and support cost-effective, leading solutions for systemwide digital workplace Contact Center services. 

2. Anticipates challenges and changing business needs and develops mitigation and remediation plans to address impact.
3. Monitors and analyzes system performance data to problem solve, identify areas for improvement, and proactively addresses issues to ensure system reliability and performance.

10%[ZO4] 

Yes

Customer Service

1. Builds and maintains strong relationships with customers, partners, and stakeholders to ensure that consistent, reliable service is delivered to a range of university stakeholders. 

2. Utilizes best practices established around user experience and support to make decisions and define future Digital Workplace Services priorities.

3. Leads the Contact Center Services team’s response to resolve customer-facing problems proactively and reactively.
4. Ensures that the transition to modern Contact Center services is completed with minimal disruption to campus operations and services.

10%[ZO5] 

Yes

Continuous Improvement

1. Keeps up-to-date with changes in laws, regulations, and technologies that may affect Digital Workplace Services operations and informs senior management and staff.

2. Drives innovation and continuous improvement by leveraging the latest Contact Center Services industry knowledge and maintaining currency with new technologies. 
3. Ensures that industry best practices are being applied across all relevant technologies and procedures.

10%[ZO6] 

Yes

Project Planning and Management

1. Is responsible for the successful execution of complex Digital Workplace Services projects, ensuring projects are delivered on time, within budget, and with the desired outcomes and impact on UCSF’s overall Digital Workplace Services plans. Delegates tasks as needed and leverages the skills and experiences of team members.  

2. Manages the team's workload and ensure that projects and initiatives are delivered on time and within budget.

3. Oversees execution of projects with other IS teams to ensure that Contact Center systems are integrated with other university systems and applications.

10%[ZO7] 

Yes

Communications and Training

1. Creates, updates, and maintains comprehensive documentation of the Contact Center services infrastructure, including system configurations, policy and technical guidelines, training materials, performance reports and disaster recovery strategies. This involves managing and sharing technical knowledge within the team, ensuring that crucial information is accessible and understood by relevant stakeholders.
2. Trains and mentors junior employees. This involves passing on technical expertise, guiding them in understanding Digital Workplace Services processes, and providing hands-on training to ensure they are equipped to maintain and enhance the Digital Workplace Services systems.

3. Maintains consistent communication with direct reports and senior leaders to resolve escalations and provide updates. 

4. Proactively communicates with other departments and central IT units within UCSF to safely support UCSF’s Digital Workplace Service’s needs.

5. Communicates and collaborates with stakeholders across campus to identify needs and requirements for modern communications systems and ensures that these needs are being met.

6. Oversees the development and delivery of training materials and programs to ensure end-users have the skills and knowledge to fully utilize the university's unified communications systems.

7. Provides regular reports to senior management on the performance of unified communications systems and infrastructure and make recommendations for improvement.

5%

Yes

Other

1. Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF’s campus. 

2. Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work. 

3. Maintains current knowledge of University policy and procedures; effectively, consistently and fairly applies University policy and/or campus/division procedures for assigned area and team members supervised; complies with University, Campus and division policies and procedures regarding privacy of information, authorized use of University resources and the security of University systems and data. 

4. Participate in an on-call rotation for high and critical 24x7 incident response as needed.

5. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time. 

Total: 100%

REQUIRED QUALIFICATIONS

• Bachelor’s degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, engineering, computer information systems, etc.
• 7 years of experience working in one or more of the following fields: digital workplace communications, network services, information technology, or related field.
• 5 years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.

• Certification: Information Technology Infrastructure Library (ITIL)

• Advanced experience in operating policies and procedures. Ability to determine a course of action based on these guidelines. Knowledge of strategic planning, technology assessment, and direction.
• Strong ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment. Experience in leading change management activities. 
• Ability to motivate and inspire staff to improve the industry alliance program and model solid customer service skills. 
• Highly skilled in written and verbal communications and ability to communicate on behalf of teams and relay highly complex technical information. Significant experience communicating with technical and non-technical leaders.
• Significant experience solving complex, technical and non-technical problems within budget, timeline, and other resource implications. Able to delegate solutioning when appropriate to the proper resources. Experience operating as a point of escalation. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.
• Significant experience providing inclusive leadership of others, advancing an inclusive environment that values equity, diversity, inclusion, and belonging. 
• Ability to think creatively and use industry-leading practices in diverse team operations; has experience inspiring teams to innovate and grow. Has significant experience leading in an ever-changing, fast-paced environment.

REQUIRED CERTIFICATIONS

• Information Technology Infrastructure Library (ITIL)

PREFERRED QUALIFICATIONS

• Bachelor’s degree in one or more of the following fields: computer science, engineering, computer information systems, etc.
• 10 years experience working in one or more of the following fields: digital workplace communications, network services, information technology, or related field.
• Significant experience in digital workplace communications services design, implementation, and maintenance for large organizations.
• Significant experience in a leadership or management role, overseeing a team of technical professionals. Demonstrated ability to align digital workplace communications initiatives with broader IT strategies and goals.
• Significant experience with industry-standard digital workplace communications technologies and protocols such as SIP, H.323, WebRTC, and VoIP.
• Advanced knowledge of network protocols and topologies, including LAN, WAN, TCP/IP, DNS, and DHCP.
• Demonstrated experience leading and managing teams, including abilities in persuasion, negotiation, change management, and mentorship.
• Highly advanced project management skills with demonstrated experience delivering multiple complex projects, delegating responsibility, tracking project progress, managing others, and coaching teams on the prioritization of competing project/customer needs. Significant experience leading others in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.
• Experience in complex academic medical center, healthcare, or higher education environments, serving academic and administrative functions of a large public institution. 
• Certification:
  • Genesys (Cloud/Engage certifications) or equivalent experience 
  • Certified Telecom Engineer, Certified IP Telecom Network Specialist, or equivalent