Assistant Director, Unified Communications and Collaboration, University Technology Infrastructure (UTI)

The unified communications associate director will be responsible for planning, operating, managing and maintaining the University's unified communications services which include voice (collaboration), contact center, video, SMS, and email systems as well as the operator services in AUC New Cairo and AUC Tahrir Square campuses. The job holder should be responsible for driving continuous improvement in the users’ experience in the different unified communication systems and introducing new unified communications technologies.

  • Initiate and deliver innovative technology evaluations and recommendations that align unified communications technologies with business strategies
  • Implement and develop the up-to-date best practices of unified communications industry technologies, architectures and emerging technologies for voice (collaboration), contact center, video, SMS, and email systems
  • Design and develop strategic technology solutions that increase the unified communications efficiency and quality of services offered to the University’s stakeholders
  • Lead unified communications technology initiatives and projects with different cross-functional teams from different departments
  • Create all required reports that gives visibility to the University decision-makers for better-informed decision making in unified communications
  • Support UTI director in defining roadmaps and strategies to enhance operational excellence
  • Prepare budget terms and manage, direct, and plan for staff members inside the unified communications area
  • Develop new work processes that could be used in the unified communications area to enhance the efficiency of the staff and the support of the stakeholders
  • Monitor and enhance the performance of the telephone operator office
  • Administer, support, configure, and maintain the voice (collaboration), contact center, video, SMS, and email systems implemented in the University
  • Coordinate with outside vendors to solve any unified communication-related problems and follow-up on feedback
  • Design and develop fail-safe solutions to ensure that the unified communications systems are running with no interruption
  • Supervision of voice (collaboration), contact center, video, SMS, and email systems implementation and maintenance
  • Analyze University users' experience and propose ideas that enhance this experience
  • Assess the unified communications technology providers, their rank in the market, and their technology offerings and their alignment with AUC strategies and vision
  • Supervise the design and development of the unified communications technologies including future technology requirements
  • Initiate new unified communications projects, and monitor progress of new programs/projects/activities
  • Initiate and run unified communications proof of concepts, helping to assess and test innovative technologies
  • Provide reports, business correspondence, and procedures in support of new or existing unified communications services
  • Build and maintain strong technical documentation
  • Analyze end-users (all AUC stakeholders) requirements, needs and experience and plan on fulfilling their requirements and needs and enhancing users’ exerience by introducing innovative technologies that align with business strategies
  • Lead, motivate, monitor and evaluate the unified communications team members
  • Plan for the enhancement of unified communications team knowledge, skills and abilities
  • Perform other related duties as assigned by direct supervisor

Minimum Education Requirement: 

  • Bachelor’s degree in engineering, computer science, or information technology
  • MBA or advanced certification is a plus


  • Minimum of 12 years of experience with a minimum of five in a supervisory position
  • Experience in unified communications technologies including and not limited to voice (collaboration), contact centers, video, SMS, and email
  • Experience and ability in the development of techniques, methods and evaluation criteria for products, projects and people


  • A dynamic leader with proven capabilities in building high-performance teams and delivering expected results in complex environments
  • Deep experience with modern unified communications technologies
  • Proven success in leadership demonstrated by the ability to build, develop and retain a high performing and highly effective teams
  • Extensive communication skills in dealing with a large number of stakeholders in a time-sensitive environment
  • Effective coordination skills
  • Fluent spoken and written English Language
  • Excellent interpersonal communication skills
  • Basic computer skills


The position is open until January 29, 2020


Placement is based on the candidate’s experience and skills. Only candidates who make it to the shortlist will be contacted. If interested, please send an updated and detailed resume to, stating “Assistant Director, Unified Communications & Collaborationin the subject line.


“We thank all individuals who have expressed interest in working at the American University in Cairo."