Voice Program Manager

Voice Program Manager

We are seeking an experienced Voice Program Manager to lead and oversee a large-scale voice services program within a Unified Communications environment. This role sits within the Customer Experience division and will be responsible for managing a diverse portfolio of voice technologies, driving program strategy, and ensuring operational excellence across enterprise voice services.

This is a primarily remote role with occasional onsite requirements. Candidates should be located within a 3–4 hour driving distance of Arlington, VA.

Key Responsibilities

• Lead the overall voice services program strategy, planning, and execution
• Manage enterprise voice initiatives including Microsoft Teams Phone, Five9 contact center solutions, video intercoms, and legacy telephony systems
• Oversee day-to-day operations and support of voice services, ensuring adherence to SLAs
• Drive implementation of enterprise and department-specific voice projects
• Develop business cases, cost proposals, and strategic roadmaps for voice technologies
• Act as the liaison between business units, end users, and technical teams ("voice of the customer")
• Monitor system performance, generate reports, and implement corrective actions as needed
• Optimize and standardize operational processes to improve efficiency and service quality
• Lead change management efforts related to system enhancements and deployments
• Provide regular reporting on system performance, licensing, and utilization trends

Required Qualifications

• 10+ years of experience in telecommunications, including:
• PSTN, VoIP, SIP
• Call center technologies (IVR, CCaaS)
• UCaaS platforms and enterprise voice systems
• 10+ years of experience in program management and/or operations leadership
• Strong experience managing large-scale, enterprise voice environments
• Proven ability to lead cross-functional teams and drive complex initiatives
• Excellent communication skills with the ability to interface with both technical and business stakeholders

Preferred Qualifications

• Experience working within government or public sector environments
• Familiarity with Microsoft Teams Phone and Five9 platforms
• Background in unified communications and contact center modernization initiatives

Additional Notes

• This is a long-term program with strong stability (3–5 years expected)
• Candidate must reside within 3 hour commute to Arlington for occasional onsite work
• Ideal for candidates who enjoy ownership, strategy, and operational leadership in a high-visibility environment
• Candidates should be comfortable balancing both program-level oversight and hands-on operational coordination