Voice Program Manager

Work Location: Arlington, VA-Primarily remote, however onsite work is occasionally required. Job Description 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 #J-18808-Ljbffr Ora Apps Inc.