Unified Communications Team Lead

Peraton is seeking an experienced Unified Communications Team Lead to lead The Unified Communications (UC) Team. The ideal candidate is responsible for the end-to-end delivery, administration, and continuous improvement of all customer unified communications services, encompassing 11,000 voice extensions across 9 Avaya PBX systems, 127 media gateways, ~9,000 Microsoft 365 users, 325 ACD contact center agents, 68 video conferencing rooms, and executive AV support for approximately 50 events per year. This role leads three UC sub-teams (Telephony, Video Conferencing, and Collaboration) and serves as the primary UC service delivery owner for the customer. 

Day to Day Roles and Responsibilities: 

• Lead and manage all UC services across three sub-teams (Telephony, Video Conferencing, Collaboration), ensuring 24x7x365 service availability. 
• Oversee administration of 9 Avaya PBX systems, 127 media gateways, and 11,000 voice extensions across all customer locations. 
• Manage the ACD contact center (325 agents) — oversee call routing, IVR configuration, agent management, and contact center reporting. 
• Oversee Microsoft 365 administration (~9,000 users) — Exchange Online, Teams, SharePoint, OneDrive, and Skype for Business. 
• Manage 68 video conferencing rooms (56 VTC + 12 VTT) and ~72 Cisco codecs; ensure room system availability and quality. 
• Provide executive AV support for approximately 50 events per year — coordinate AV setup, technical support, and post-event debrief. 
• Manage the Avaya Authorized Partner relationship; coordinate OEM support, software upgrades, and licensing renewals. 
• Coordinate Microsoft data access approvals and security incident management for M365 platform in coordination with the Designated Security Manager. 
• Develop and maintain UC capacity plans; forecast growth in voice extensions, M365 licenses, and video conferencing capacity. 
• Ensure UC systems maintain DISA STIG/CIS compliance in coordination with the Designated Security Manager and SBCG Lead. 
• Produce weekly/monthly UC health reports, SLA performance metrics, and capacity trend analyses for customer leadership. 
• Support bank closing operations — provide UC resources and on-call support for after-hours bank closing activities. 

Work Location: Must be on-site at the Primary Data Center in Northern Virginia

Basic Qualifications:

• Bachelor’s degree and 8+ years experience or Masters degree and 6+ years experience; in Computer Science, Information Technology, Telecommunications, or related field or high school diploma/equivalent and 12 years experience
• 6+ years’ experience of unified communications experience in an enterprise environment. Minimum 3 years in an IT outsourcing or managed-services environment.
• ITIL v3 Foundation certification  
• Avaya Authorized Partner level certification.
• Experience managing large-scale ACD/contact center environments (300+ agents). 
• Minimum 3 years of hands-on experience implementing automation tools, scripts, or platforms to streamline IT operations workflows. 
• Demonstrated experience deploying or integrating AI/ML-based monitoring, analytics, or decision-support tools in an enterprise environment. 
• Proven ability to identify manual, repetitive processes and engineer automated replacements using tools such as Avaya Aura APIs, Microsoft Graph API, Power Automate, Power Platform, Nectar/IR Prognosis, Microsoft Viva Insights, ServiceNow integration, and Python scripting. 
• Experience integrating disparate IT management platforms (e.g., ServiceNow, monitoring tools, CMDB, ticketing systems) to create unified, automated workflows. 
• Track record of measurable operational improvements (reduced MTTR, increased automation rate, reduced manual effort) resulting from automation initiatives. 
• Must be a U.S. Citizen; must have the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications: 

• ITIL 4 Foundation Certification
• Avaya Certified Expert (ACE) or Avaya Certified Implementation Specialist (ACIS). 
• Microsoft 365 Certified: Teams Administrator Associate (MS-700). 
• Experience with Cisco Webex, Cisco TelePresence, or Poly video conferencing platforms. 
• Familiarity with Microsoft Teams Direct Routing and SBC configuration. 
• Experience with Avaya Contact Center Elite or Avaya Oceana contact center platforms. 
• Prior federal government UC experience (FISMA, NIST SP 800-53). 
• Knowledge of SIP trunking, E.164 numbering, and PSTN connectivity.
• Microsoft 365 Certified: Teams Administrator Associate (MS-700)
• Microsoft 365 Certified: Messaging Administrator Associate (MS-203)
• Cisco Certified Specialist - Collaboration Core (CLCOR)
• ITIL 4 Specialist: Create, Deliver and Support (CDS)