Voice Program Manager

Voice Program Manager We are seeking an experienced Voice Program Manager to lead and oversee a large-scale voice services program within a Unified Communications environment. This role sits within the Customer Experience division and will be responsible for managing a diverse portfolio of voice technologies, driving program strategy, and ensuring operational excellence across enterprise voice services. This is a primarily remote role with occasional onsite requirements. Candidates should be located within a 34 hour driving distance of Arlington, VA. Key Responsibilities Lead the overall voice services program strategy, planning, and execution Manage enterprise voice initiatives including Microsoft Teams Phone, Five9 contact center solutions, video intercoms, and legacy telephony systems Oversee day-to-day operations and support of voice services, ensuring adherence to SLAs Drive implementation of enterprise and department-specific voice projects Develop business cases, cost proposals, and strategic roadmaps for voice technologies Act as the liaison between business units, end users, and technical teams ("voice of the customer") Monitor system performance, generate reports, and implement corrective actions as needed Optimize and standardize operational processes to improve efficiency and service quality Lead change management efforts related to system enhancements and deployments Provide regular reporting on system performance, licensing, and utilization trends Required Qualifications 10+ years of experience in telecommunications, including: PSTN, VoIP, SIP Call center technologies (IVR, CCaaS) UCaaS platforms and enterprise voice systems 10+ years of experience in program management and/or operations leadership Strong experience managing large-scale, enterprise voice environments Proven ability to lead cross-functional teams and drive complex initiatives Excellent communication skills with the ability to interface with both technical and business stakeholders Preferred Qualifications Experience working within government or public sector environments Familiarity with Microsoft Teams Phone and Five9 platforms Background in unified communications and contact center modernization initiatives Additional Notes This is a long-term program with strong stability (35 years expected) Candidate must reside within 3 hour commute to Arlington for occasional onsite work Ideal for candidates who enjoy ownership, strategy, and operational leadership in a high-visibility environment Candidates should be comfortable balancing both program-level oversight and hands-on operational coordination