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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT MANAGER - SENIOR - 79223 - **Company:** Finance - **Location:** Nashville, TN, United States - **Experience:** Expert - **Salary:** $103,440.0 - $165,048.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cisco Unified Communications Manager, Collaborative Software, Computer Networks, Information Management, Automation of Marketing, Cisco WebEx, Microsoft Power Automate, Cisco Unified Contact Center Enterprise (UCCE), Information Technology, Web Technologies, Virtual Agents, Cisco, Servicenow - **Published:** July 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=67bfc10e94095e17 ## About the Role * 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. ## Description 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. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Should Tech Managers Be Developers First? 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