Voice Program Manager

ASSYST is seeking an experienced Voice Program Manager to oversee and lead the clients voice services program within the Unified Communications team under the Customer Experience division. This role is responsible for managing a diverse portfolio of voice technologies, including Microsoft Teams Phone, Five9 call center solutions, video intercoms, and legacy voice systems, ensuring high performance, reliability, and alignment with business needs.

Key Responsibilities:

• Oversee the day-to-day operational support of the County's voice services program.
• Manage and monitor incidents and service requests, ensuring resolution within defined Service Level Agreements (SLAs).
• Develop and execute program strategies and high-level project plans aligned with organizational objectives.
• Lead the implementation of enterprise, operational, and department-specific voice initiatives.
• Contribute to the overall strategic planning of the voice services program.
• Develop business cases and cost proposals for voice-related solutions and enhancements.
• Act as the primary liaison and "voice of the customer", bridging user community needs with technical solutions delivered by DTS.
• Proactively monitor and report on voice system performance, implementing corrective actions as needed.
• Drive process optimization by improving existing workflows and developing new operational procedures to enhance efficiency, quality, and consistency.
• Represent the team in change management activities, particularly for system implementations and service improvements.
• Provide regular reporting and metrics analysis, including trend analysis and reviews of licensing and system utilization to ensure accuracy and cost-effectiveness.

Required Qualifications:

• 10+ years of telecommunications experience, including expertise in:
  
  • PSTN
  • VoIP
  • Call center technologies
  • IVR
  • UCaaS
  • CCaaS
• SIP
• 10+ years of experience in operations or program management, preferably within complex enterprise environments.
• Experience working within a local government environment is preferred.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.