Responsibilities
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
Qualifications
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)
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.