Unified Communications (UC) Lead (Senior Program Manager / Team Lead - UC)

Unified Communications (UC) Lead (Senior Program Manager / Team Lead – UC)

Location: Remote Work

Preferred: US Citizen

Clearance/Other: Must meet DHS/USCIS EOD; lead operations from Media Operations Center (0600–1800 ET) with on‑call coverage; CONUS travel.

Role Summary: Serve as the Tier‑III UC Lead for voice, video, streaming, digital signage, conferencing, and call‑center collaboration. Own end-to-end UC strategy, architecture, operations (Media Operations Center), deployments, and vendor/service integration while ensuring QoS and availability.

Key Responsibilities:

• Lead enterprise UC O&M: telephony/voicemail, Cisco/Poly VTC, WebEx, streaming/portal/VOD, digital signage, eFax, and UC for call centers.

• Architect, implement, and upgrade Cisco UC core (CUCM, Expressway, CMS, CMM, TMS, UCCX) and Poly platforms (DMA, RMX, Resource Manager).

• Oversee Cisco/vBrick streaming and ConnectedSign signage; guide migration strategy (increasing Cisco usage).

• Ensure QoS delivery: DSCP/NetFlow, jitter/latency monitoring (SolarWinds/StealthWatch); manage SIP/PRI/H.323/URI and survivable gateways.

• Coordinate regional field engineering for deployments, site surveys, and tickets via ServiceNow; provide monthly/on‑demand reporting.

• Maintain documentation (standards, build guides, runbooks), configuration/inventory, and security accreditation support.

• Collaborate closely with client stakeholders and partners such as Engineering, Security, Architecture,Network and ITFS

• Evaluate UC technologies to help the government make best value acquisitions to support the UC Enterprise

• Ensure UIUX across the UC enterprise providing consistent simple user experience.

Required Technology Experience:

• Cisco UC: CUCM, Expressway, CMS, CMM, TMS, UCCX; Cisco Prime/ISE; WebEx Meetings/Teams and Room endpoints.

• Poly (Polycom): RealPresence endpoints, DMA, RMX, Resource Manager; HDX/Executive systems.

• Avaya: Aura/One‑X/softphones, AES; interop with Cisco core.

• Streaming & Signage: Cisco/vBrick portal & VOD; ConnectedSign.

• Networks/QoS: SIP, PRI, MGCP, ISDN, H.323; QoS/DSCP, NetFlow, WAN/MPLS.

• Tools: ServiceNow, SolarWinds, Splunk; Visio documentation.

Requirements

Preferred Experience:

• 10+ years UC architecture/operations with nationwide deployments.

• CCNP/CCIE Collaboration‑level knowledge; exec event support; complex incident leadership.

• Integration of UC with hybrid cloud; performance management for real‑time media.

• 2-5 years of DHS UC experience is preferred with practical knowledge and application of the DHS 4300A

Certifications (preferred): Preferred: Cisco CCNP/CCIE Collaboration; ITIL v4; Poly/Avaya OEM credentials a plus.