Voice Program Manager

Hybrid in Arlington, VA, US • Posted 1 day ago • Updated 1 hour ago

Contract Independent

Contract W2

Hybrid

Depends on Experience

Fitment

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Job Details

Skills

PSTN
VoIP
call centers
IVR
UCaaS
CCaaS
SIP
program management

Summary

Job Title - Voice Program Manager

Location - Arlington, VA

Primarily remote, however onsite work is occasionally required.

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10228827
Position Id: 8922716
Posted 1 day ago

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