The posting
Job Description
Primary Roles & Responsibilities:
• Onsite Team Leadership and Work Assignment: Provide day-to-day direction to the onsite team. Establish priorities, assign and delegate work based on capacity and skills, monitor workload, and align activities with customer requirements, service commitments, and Black Box standards.
• Workforce Planning, Coverage, and Readiness: Maintain staffing and backup coverage plans based on operating hours, scheduled activity, employee availability, planned leave, and demand. Coordinate onboarding, customer orientation, process training, tool access, documentation, role expectations, and stakeholder introductions.
• Daily Operations Management: Lead recurring operational meetings covering priorities, incidents, requests, approved changes, project and migration activity, risks, and customer concerns. Confirm ownership, due dates, technical participation, documentation, and action completion.
• Team Performance, Coaching, and Development: Set role expectations and measurable service objectives. Monitor timely, accurate, high-quality work and documentation; provide coaching and technical guidance; identify training and certification needs; and address performance concerns with Black Box leadership and Human Resources.
• White-Glove Customer Service and Stakeholder Management: Promote a high-touch service model with timely communication, visible ownership, and follow-through. Build relationships with customer leaders, technical teams, site contacts, and business stakeholders, and convert feedback into improvement actions.
• Escalation, Incident, and Change Coordination: Serve as the initial management escalation point for onsite delivery concerns, resource conflicts, service-quality issues, and unresolved requests. Oversee incidents, problems, maintenance, service requests, and approved changes, coordinating with Black Box, Zoom, carriers, vendors, and customer stakeholders.
• UC Migration and Technical Oversight: Provide management oversight for Zoom deployments, enterprise UC migrations, integrations, and lifecycle activity. Coordinate discovery, dependencies, readiness, testing, cutover, transition, and post-change support, with preference for experience involving Cisco UC or other legacy/on-premises platforms.
• Service Quality, Compliance, and Professional Conduct: Ensure compliance with customer procedures, site requirements, Black Box processes, security controls, change management, and service-management standards. Review documentation for completeness and ensure onsite personnel represent Black Box professionally.
• Operational Reporting and Accountability: Report on onsite activity, service performance, utilization, risks, escalations, recurring issues, accomplishments, and priorities. Maintain action trackers and communicate items requiring customer or leadership decisions.
• Continuous Improvement, Knowledge Management, and Cross-Training: Evaluate workflows, recurring incidents, handoffs, trends, and feedback to improve efficiency, quality, readiness, and customer experience. Maintain procedures, environment information, escalation paths, and lessons learned; establish cross-training and backups to reduce individual dependency.
Knowledge, Skills, Abilities
Leadership and Accountability - Provides visible onsite leadership, sets expectations, delegates effectively, coaches team members, and owns service outcomes.
Customer Service and Communication - Demonstrates a white-glove mindset and communicates clearly with customer stakeholders, technical teams, partners, and executives.
Operational Planning and Decision Making - Balances staffing, coverage, workload, skills, priorities, risks, and commitments to make timely decisions.
Technical and Migration Acumen - Understands enterprise UC, telephony, contact center operations, migration dependencies, testing, cutover, escalation, and service transition.
Process Discipline and Continuous Improvement - Reinforces documentation, security, change management, service-management practices, cross-training, and measurable improvement.
Education / Experience Requirements
• Bachelor’s degree in information technology or related field preferred, or equivalent relevant experience.
• 8+ years supporting enterprise UC, telephony, contact center, or managed-service environments, with 3+ years of people-management or onsite team-leadership experience preferred.
• Strong Zoom Workplace, Zoom Phone, and Zoom Contact Center experience as the primary technical background; Zoom Virtual Agent experience is beneficial. Relevant Zoom training or certification preferred.
• Experience participating in or leading enterprise UC migrations, including discovery, dependencies, readiness, testing, cutover, transition, and stabilization.
• Cisco Unified Communications experience preferred, including familiarity with CUCM, Cisco Unity Connection, voice gateways, SIP, dial plans, call routing, and cloud UC interoperability.
• Experience managing onsite operations, staffing coverage, customer escalations, service quality, performance accountability, documentation, and continuous improvement.
• Knowledge of networking and telephony dependencies, including LAN/WAN, DNS, firewalls, QoS, bandwidth, latency, jitter, packet loss, carriers, and number porting.
• Proficiency with Microsoft Office, Outlook, SharePoint, ServiceNow, and related service-delivery tools.
