IT MANAGER - SENIOR - 79223

The Senior IT Manager Client Services & Delivery (CSD) serves as the senior operational and delivery leader for the UCC Client Services & Delivery pillar, reporting to the Director of Unified Communications & Collaboration. This role leads four functional teams Architecture & Standards, Collaboration & AV/VC, Contact Center, and Agency Delivery and is accountable for the delivery execution of UCCs highest-priority initiatives, including contact center modernization, AV/VC infrastructure lifecycle management, cross-agency Webex and Teams adoption, and the architecture governance framework for emerging AI collaboration tools. This role will serve in the capacity of Assistant Director of Unified Communications & Collaboration, assuming full Director-level decision-making authority, executive stakeholder communication, and organizational accountability when the Director is unavailable. Operating as both a hands-on delivery leader and a trusted advisor to agency stakeholders, the Senior IT Manager translates enterprise UCC strategy into managed delivery programs, builds and develops a team of engineers, architects, project managers, and delivery specialists, and ensures UCCs client-facing services are delivered securely, reliably, and in alignment with statewide standards and compliance obligations (NIST, FISMA, HIPAA, and IRS Publication 1075)., * Lead the Client Services & Delivery team across four functional areas Architecture & Standards, Collaboration & AV/VC, Contact Center, and Agency Delivery providing supervision, performance management, and developmental guidance to engineers, architects, project managers, and delivery specialists.

• Own delivery execution for the contact center modernization initiative, including the migration from legacy Unified Contact Center Express (UCCX) to next-generation platforms such as Webex Contact Center and/or CXOne, vendor coordination, agency stakeholder engagement, and the evaluation of AI-powered agent and customer self-service capabilities.
• Direct the Collaboration & AV/VC program, including Webex Meetings, Events, Vidcast, and Slido services, packaged video conferencing systems, AV consulting and room design, and the multi-year lifecycle refresh of aging AV/VC infrastructure across state agencies.
• Oversee Architecture & Standards for the UCC platform stack across Cisco and Microsoft ecosystems, ensuring solution designs, best-practice guides, and emerging-technology evaluations align with statewide security, compliance (NIST, FISMA, HIPAA, IRS Publication 1075), and enterprise architecture standards; provide the governance layer for AI collaboration tool integration.
• Lead the Agency Delivery function, including cross-agency program development, agency onboarding and standards delivery, and utilization/adoption reporting through Control Hub and related analytics, serving as a primary point of contact for agency CIOs and business leaders on UCC service delivery.
• Drive cross-agency adoption of the Teams/Webex dual-platform strategy, working with Agency Delivery and Architecture & Standards to expand utilization of enterprise calling, meetings, and AI-enabled collaboration features.
• Coordinate the handoff of new automation and integration projects developed by Client Services & Delivery into the Operations & Infrastructure team for ongoing management, maintaining a consistent transition and support model.
• Participate in enterprise portfolio governance and budget planning for the Client Services & Delivery functions, aligning staffing, vendor spend, and project investments with UCCs two-year strategic roadmap.
• Serve in the Acting Assistant Director of Unified Communications & Collaboration in the Directors absence, assuming executive stakeholder communications, escalation authority, and organizational decision-making for the UCC division.
• Represent UCC Client Services & Delivery in executive briefings, interagency initiatives, and vendor engagements, translating complex technical concepts into clear, actionable guidance for both technical and non-technical audiences.

• CCNP Collaboration certification or higher and equivalent demonstrated expertise strongly preferred.
• Will accept validated experience and expertise as substitution.
• Experience with Cisco Unified Communications platforms, including Unified Communications Manager (CallManager), Unity Connection, IM and Presence, and Emergency Responder.
• Experience with Cisco Contact Center environments (UCCX, UCCE, Webex Contact Center) and/or NICE CXOne.
• Experience with Cisco Webex Meetings, Events, and Calling, and Microsoft Teams Meetings and Calling.
• Experience leading enterprise-scale AV/VC infrastructure or lifecycle refresh programs.
• Experience with UC provisioning and automation platforms (e.g., Kurmi) and ServiceNow workflow integration.
• Experience with cross-agency or multi-stakeholder technology program delivery in a government or large enterprise environment.
• Familiarity with AI-enabled collaboration and contact center tools (e.g., Webex AI Assistant, Agent AI, Microsoft Copilot) and their governance and compliance considerations., * Bachelors degree from an accredited college or university and four (4) years of professional-level experience in the support, design, and implementation of unified communications and collaboration technologies (voice, video, and/or contact center).
• At least four (4) years of the required experience must include leadership of technical teams on medium to large scale deployments of unified communications and collaboration technologies (voice, video, and/or contact center). Substitutions:
• Graduation from an accredited college or university with an associates degree in computer information systems, computer networking technology, computer technology, web technology, or a related field may substitute for the required bachelors degree, with a minimum of six (6) years of qualifying experience.
• Qualifying full-time experience of eight (8) or more years in the support, design, and implementation of unified communications and collaboration technologies including four (4) years of leadership of technical deployment teams may substitute for the required education on a year-for-year basis.

The Tennessee Department of Finance & Administration (F&A) acts as the chief corporate office of state government by leading through great business and exceptional customer service. In the early 1970s by executive order, state computer functions were centralized into one division in the Department of Finance and Administration. Since then, Strategic Technology Solutions (formerly the Office for Information Resources) has served as the states central information technology service bureau to state departments. Strategic Technology Solutions (STS) is a division within F&A, guided by Kristin Darby, Chief Information Officer. STSs clients primarily consist of State departments and commissions. STS provides planning, resources, execution and coordination in managing the information systems needs of the State of Tennessee. The Unified Communications & Collaboration (UCC) team within STS delivers enterprise voice, video, meetings, contact center, and AI-enabled collaboration services to more than 50,000 state employees and citizen-facing agencies statewide. UCC operates a dual-platform strategy that pairs Microsoft Teams as the primary collaboration front end with Cisco Webex as the enterprise engine for calling, meetings, contact center, and AI giving agencies a simplified user experience built on complementary platforms. The team is organized around two functional pillars: Operations & Infrastructure, which sustains day-to-day platform operations, and Client Services & Delivery, which leads architecture, collaboration and AV/VC delivery, contact center modernization, and agency-facing program delivery.