Telephony Systems & Call Center Operations Manager (Vansant)

Commonwealth of VA Careers; Vansant (VA); On-site; USD 104,000 - 127,000; Full time

Benefits offered by this job

Paid leave

13 paid holidays

Insurance

Retirement plans

PSLF

Job summary

Virginia Employment Commission in Vansant, VA seeks a Telephony Systems & Call Center Operations Manager to lead the enterprise telephony environment, IVR, call routing, fraud detection, and analytics. You will supervise a technical team, drive performance improvements from data, and collaborate with vendors and internal partners.

This role focuses on reliability, security, and modernization, including AI and automation initiatives, while ensuring compliance and high service levels for

Qualifications

• Experience administering, troubleshooting, and supporting enterprise technology and call center systems.
• Experience analyzing technical and operational data to identify problems and improve performance.
• Experience troubleshooting complex technical issues and coordinating solutions with IT, vendors, and stakeholders.
• Experience planning, prioritizing, and overseeing technical projects, system changes, and implementations.
• Experience supervising technical staff and communicating effectively with technical and non-technical stakeholders.

Responsibilities

• Oversee daily operations of telephony and call center environments.
• Develop and modernize call flows and IVR routing.
• Manage vendor and VITA partnerships and supervise the technical team.
• Analyze call center performance trends and drive data-informed improvements.
• Maintain audit compliance and oversee access control and security.

Skills

Enterprise tech support

Call center systems

Data analysis

Vendor coordination

Project supervision

Tools

Power BI

Power Apps

Power Automate

Nice inContact CX One

Studio

Job description

Title: Telephony Systems & Call Center Operations Manager (Vansant)

State Role Title:Info Technology Specialist III

Hiring Range: Commensurate to $115,000

Pay Band: 6

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: https://www.vec.virginia.gov/

Recruitment Type: General Public - G

The Virginia Employment Commission (VEC) is seeking a dynamic Telephony Systems & Call Center Operations Manager to lead and optimize our enterprise telephony environment, ensuring reliability, security, and seamless performance across IVR platforms, call routing architecture, fraud detection tools, workforce management systems, and quality monitoring solutions. In this role, you will provide advanced technical leadership, oversee daily operations, develop and modernize call flows, manage vendor and VITA partnerships, and supervise a technical team supporting telephony administration and desktop operations. You will analyze call center performance trends, drive data‑informed improvements, maintain audit compliance, manage building access systems, and champion innovation by implementing emerging technologies, including AI, automation, and analytics, to enhance service delivery.

Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments. The VEC values innovation, collaboration, and public service, providing a mission-driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career.

The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

• We offer paid leave


• a minimum of 13 paid state holidays per year


• medical, dental, vision, and life insurance options


• retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)


• are a federally recognized Public Service Loan Forgiveness (PSLF) employer

Minimum Qualifications

• Experience with administering, troubleshooting, and supporting enterprise technology and call center systems.


• Experience with analyzing technical and operational data to identify problems and improve performance.


• Experience with troubleshooting complex technical issues and coordinating solutions with IT, vendors, and stakeholders.


• Experience with planning, prioritizing, and overseeing technical projects, system changes, and implementations.


• Experience with supervising technical staff and communicating effectively with technical and non-technical stakeholders.

Additional Considerations

• Ability to design, optimize, and modernize enterprise call center and IVR environments.


• Experience with using to use Power BI and data analytics to improve call center performance.


• Knowledge, skill, and ability to apply AI, Power Apps, Power Automate, and automation technologies to business operations.


• Experience leading complex technology initiatives involving multiple systems, vendors, and stakeholders.


• Ability to evaluate emerging technologies and implement call center best practice.


• Experience using Nice inContact Virtual Contact Center (CX One) platform.


• Experience using Studio or equivalent tools for customized call routing logic within the telephony platform.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.

The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.

A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.

NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.