Voice Program Manager

Job Title: Voice Program Manager
Location: Arlington, VA
Work Model: mostly remote with occasional onsite work
Pay Rate: Open to Both C2C and W2 options
Position Type: Multiyear Contract



We are looking for LOCAL CANDIDATES ONLY with a minimum of 10 years of telecommunications experience (PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP) and a minimum of 10 years of operations or program management. Candidates with local government experience are highly preferred.





Description
This position will be responsible for overseeing the County Government's voice services program under the unified Communications team within the Customer Experience division in County's Department of Technology Services. The County portfolio of voice products includes Microsoft Teams Phone, Five9 call center solutions, video intercoms, and legacy voice services.



Duties include:
• Coordinates team's day-to-day operational support of County's voice services
• Manages submitted incidents and requests to ensure they are handled within service level agreements (SLAs);
• Develops the program strategy and executes high-level project plans;
• Leads implementation of operational, enterprise and department specific voice projects;
• Contributes to the planning of the overall program strategy;
• Develops voice-related business cases and cost proposals;
• Serves as liaison and "voice of the customer" for the user community and DTS to implement technical solutions to meet the needs of the business units;
• Proactively oversees performance of voice systems, report on performance, and take corrective actions;
• Optimizes existing operational processes and develops new ones to improve efficiency, quality, and consistency;
• Represents the team in change management activities related to system implementations and improvements
• Provides regular metric reporting for trend analysis and conducts regular reviews of licensing and utilization to ensure accuracy.



Qualifications
• Requirement - 10+ years of telecommunications experience such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP
• Requirement - 10+ years of operations or program management
• Preference - Experience working in local government

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Ref: #851-Rockville-S1