Manager – Microsoft, Unified Communications
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Job Description
Managing InnovAge's Microsoft 365, unified communications, and contact center platforms. Supporting secure, scalable technology for InnovAge's senior PACE healthcare services.
Responsibilities:
- Own the strategy, administration, security, optimization, and support of InnovAge's enterprise collaboration and communications platforms
- Serve as platform owner for Microsoft 365, including Teams, Exchange Online, SharePoint Online, OneDrive, and related collaboration technologies
- Lead governance, lifecycle management, licensing, adoption, optimization, modernization, migrations, and continuous improvement initiatives
- Administer Microsoft 365 Copilot licensing, governance, and deployment
- Partner with Cybersecurity and Compliance to ensure secure and compliant Microsoft 365 and AI-enabled services
- Provide strategic and operational leadership for Teams Voice, Five9, telephony, conferencing, messaging, and carrier services
- Oversee contact center administration, call routing, IVR design, reporting, and integrations
- Maintain carrier relationships, E911 compliance, number management, and messaging services
- Serve as primary escalation point for enterprise communications and contact center incidents
- Lead, coach, and develop a team of engineers and administrators
- Establish team priorities, performance expectations, and development plans
- Drive operational excellence across incident management, service requests, documentation, and knowledge management
- Promote cross-training and succession planning
- Represent the team in operational reviews, governance meetings, and strategic planning
- Manage vendor relationships, contracts, statements of work, renewals, budgets, forecasts, and technology investments
- Lead technology implementations, upgrades, migrations, and integration projects
- Ensure projects follow governance, change management, and implementation standards
- Support HIPAA, cybersecurity, privacy, retention, governance, audit, risk assessment, continuity planning, and disaster recovery requirements
- Ensure communications technologies align with enterprise security and operational resiliency objectives
Requirements:
- Bachelor's degree in Information Systems, Computer Science, or related field; equivalent experience may be considered
- 7+ years of enterprise collaboration, communications, or infrastructure experience
- 2+ years of people leadership experience
- Strong Microsoft 365 administration experience, including Teams, Exchange Online, SharePoint Online, and OneDrive
- Experience supporting enterprise voice, unified communications, or cloud contact center technologies
- Experience managing vendors, contracts, and technology projects
- Strong communication and stakeholder management skills
- Preferred: Experience with Five9, Genesys Cloud, NICE CXone, Amazon Connect, or similar contact center platforms
- Preferred: Teams Voice, carrier management, E911, messaging, and telephony administration experience
- Preferred: Microsoft 365 Copilot administration and governance experience
- Preferred: Healthcare, HIPAA, or other regulated-industry experience
- Preferred: Microsoft, ITIL, PMP, or related certifications
- For Florida applicants, background screening through the Florida Care Provider Background Screening Clearinghouse is required
Benefits:
- Medical, dental, and vision insurance
- Short- and long-term disability insurance
- Life insurance and AD&D
- Supplemental life insurance
- Flexible spending accounts
- 401(k) savings plan with company match
- Paid time off
- Company-paid holidays
- Equal opportunity and affirmative action workplace
- Diverse and inclusive workplace
- Patient-centered care model
- Talented, respectful, and passionate colleagues
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