Voice Program Manager

Immediate long term contract opportunity for Voice Program Manager with direct client in Arlington, VA. Trigyn's direct govt. client has an urgent long-term contract opportunity for a Voice Program Manager in Arlington, VA (Remote/Hybrid). NOTE: This position is primarily REMOTE, however onsite work will be occasionally required. Description: This position will be responsible for overseeing the voice services program under the unified Communications team within the Customer Experience division in client's Department of Technology Services (DTS). The client portfolio of voice products includes Microsoft Teams Phone, Five9 call center solutions, video intercoms, and legacy voice services. Qualifications: • Requirement - 10 years of telecommunications experience such as PSTN, VoIP, call centers, IVR, UCaaS,/CCaaS, SIP • Requirement - 10 years of operations and/or program management • Preferred - Experience working in government domain is a plus. Duties include: • Contributes to the planning of the overall program strategy; Develops the program strategy and executes high-level project plans; • Leads implementation of operational, enterprise and department specific voice projects; • Develops voice-related business cases and cost proposals; • Coordinates team's day-to-day operational support of client's voice services • Manages submitted incidents and requests to ensure they are handled within service level agreements (SLAs); • 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; and • Provides regular metric reporting for trend analysis and conducts regular reviews of licensing and utilization. TRIGYN IS AN EQUAL OPPORTUNITY EMPLOYER About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.