Job Title: Manager - Unified Communications

Location(s): Pune

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup 

About the Role

We are looking for a skilled “Manager - Unified Communications” to undertake the tasks of day-to-day Operations  .This position is responsible for executing the Global Technology strategy for Unified Communications. This role involves designing, developing, and delivering voice communications and contact centres. The focus is on advancing technology initiatives that align with business goals, optimising Global Technology processes, and effectively managing resources in the Unified Communication teams.  

Role Responsibilities

Management of Global Unified Communication cloud telephony at Webex Control Hub, Webex Contact Centre and any other UC environment 

Provide day-to-day maintenance and support to the Unified Communications environment hosted on the cloud as well as on-premises 

Ensures the security and compliance of all collaboration tools. 

Monitors and analyses usage metrics to identify areas for improvement.  

Oversee Service management, incident management, problem management, and change management. 

Ensure timely and effective resolution of IT incidents and service requests. 

Monitor and manage the Service Desk tickets in all ticket queues to ensure SLAs are being adhered to while providing the utmost Customer Satisfaction for the support provided 

Maintains the inventory of licenses, DID lines and orders maintenance supplies. 

Must possess customer service skills, outstanding analytical and problem-solving skills 

Collaboration with global stakeholders, leaders  and departments, ensuring changes and new implementations are carried out without any impact 

Collaborate with other departments to evaluate their needs and provide solutions that improve communication and collaboration. 

Optimisation of the IT resources and reduction of the overall cost by integration and consolidation of services, support and platforms.  

Create, update, change, facilitate and implement the business processes and procedural documentation  

Leads, mentors, and develops a team of unified communication specialists. 

Develop, manage and report on the department budget (Capex/Opex) and ensure the budget forecast does not have much variation 

Coordinate with external suppliers & continuously review the services and periodic bills provided by vendors with signed agreements.  

Maintain the service level provided by the Telecom Providers, third-party collaboration solutions, and software publishers.  

Negotiates service levels, costs, and terms and conditions with vendors 

Adhere to the company’s policies and standards, and ensure that laws and regulations are followed 

Experience, skills and qualifications

10+ years in implementation and management of Unified Communication, Contact Centre,  Global and local IT Support, Stakeholder Management, IT Projects and Service Delivery etc. 

Experience in the publishing and research sector will be a plus 

Master’s degree in information technology 

Related certifications in Unified Communication, Project and Process Management, etc.  

Coordinate with external suppliers & continuously review the services and periodic bills provided by vendors with signed agreements.  

Maintain the service level provided by the Telecom Providers, third-party collaboration solutions, and software publishers.  

Negotiates service levels, costs, and terms and conditions with vendors 

Adhere to the company’s policies and standards, and ensure that laws and regulations are followed 

Skills and Competencies  

Hands-on knowledge of the Webex Contact Centre, Webex Control Hub, Voice Technology platform, IP-Phone setup,  creating and updating call flow design.  

Good knowledge of Microsoft Teams Telephony with contact centre integration – Contact Centre as a Service (CCaaS) 

In-depth understanding of IT service management (ITSM) frameworks and best practices. 

Commitment to customer service orientation to understand and address internal client needs effectively.  

Flexibility to adapt to changing project requirements and organisational dynamics within a matrixed organisational structure. 

Commitment to staying updated with the latest technical features, updates, and best practices. 

Proactive approach to identifying and addressing potential issues before they escalate. 

Superior negotiation skills for both internal and external purposes 

Must have good time management, good listening, and communication skills 

Capable of working independently with minimal supervision 

Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organisation and the ability to work with a wide variety of audiences 

Strong management skills with a track record of fostering a collaborative and inclusive team environment. 

Regularly review existing systems and make recommendations for improvements 

Eligibility

In accordance with our internal career movement guidance, 12 months in current role is a requirement before applying to a new role

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers

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