Voice Program Manager

Ora Apps Inc.; Arlington (VA); Hybrid; USD 140,000 - 180,000; Full time

Job summary

A technology services company seeks a skilled professional for operational support of voice services. Ideal candidates will have over 10 years in telecommunications and operations, with experience managing voice system performance and implementing projects. Responsibilities include developing program strategies, managing incidents, and optimizing processes in a local government environment. Proficiency in PSTN, VoIP, and related technologies is crucial for success in this role.

Qualifications

• 10+ years of telecommunications experience such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP.
• 10+ years of operations or program management experience.
• Experience working in local government is a preference.

Responsibilities

• Coordinates team's day-to-day operational support of County's voice services.
• Manages submitted incidents and requests to ensure they are handled within 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.
• Proactively oversees performance of voice systems and takes corrective actions.
• Optimizes existing operational processes and develops new ones.
• Represents the team in change management activities related to systems.
• Provides regular metric reporting for trend analysis.

Skills

Telecommunications experience (PSTN, VoIP, call centers)

Operations or program management

Experience working in local government

Local government experience

Job description

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