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. 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.