VOICE SERVICES MANAGER at COUNTY OF CHESTERFIELD in Chesterfield, Virginia

Job Description:

Voice Services Manager

Salary   89,524.00 - $152,191.00 Annually Location Chesterfield, VA Job Type Full-Time Job Number  25-00079 Department   Information Systems Technology Opening Date 07/22/2024 Closing Date  8/4/2024 11:59 PM Eastern  

 

Minimum Qualifications

Position Overview

We are seeking a highly skilled and experienced Voice Services and Unified Communication Platform Supervisor to lead our voice communication and collaboration initiatives. The ideal candidate will have a deep understanding of communication design concepts, industry technology best practices, and direct experience transitioning from legacy PBX/VoIP platforms to modern Unified Communications as a Service (UCaaS) solutions. This role requires demonstrated supervisory experience in leading and developing strong working teams, as well as implementing performance measurement systems that provide regular status updates and evidence of value generation for the voice communication resources entrusted to their leadership. The successful candidate will be responsible for ensuring high-quality voice services and will work closely with IT staff and other departments to support and enhance communication capabilities.

Minimum Qualifications/Education and Experience:

Bachelor’s degree in information technology, telecommunications, or related degree.

Five years’ experience in telecommunications or related field; or a high school diploma/GED and seven years of relevant work experience;

A minimum of at least three years in a supervisory role is strongly preferred; or an equivalent combination of training and experience.  

Proven experience in transitioning from legacy PBX/VoIP platforms to UCaaS solutions.  
 
Technical Skills:

• In-depth knowledge of communication design concepts and industry best practices.
• Proficiency in VoIP, UCaaS, and related technologies.
• Automatic Call Distribution (ACD) programming to include call routing, queue management, call monitoring and reporting, and skill-based routing.
• Strong understanding of network infrastructure and protocols related to voice and unified communications.

Leadership and Management:

• Demonstrated ability to lead and develop high-performing teams.
• Excellent project management skills with a track record of successful project delivery.
• Strong analytical and problem-solving skills.
• Communication and Interpersonal Skills:
  1. Excellent verbal and written communication skills.
  2. Ability to effectively communicate technical concepts to non-technical stakeholders.
  3. Strong interpersonal skills with the ability to build and maintain relationships with team members, vendors, and stakeholders.

Preferred Qualifications

• Certifications in relevant technologies (e.g., Avaya, Cisco, Microsoft, RingCentral, Nextiva, Vonage).
• Experience with performance measurement systems and communication management systems reporting tools.
• Knowledge of ITIL or other IT service management frameworks.
• Knowledge of PRI Trunking, SIP Trunking, Modular Messaging, and E911.
• Knowledge of Provisioning, Support and Management of the following systems:
  1. Avaya Aura SIP telephone system.
  2. Avaya Session and System Manager server platforms and functions.
  3. Avaya AAM, Avaya SBCE, Avaya CES Audio Management.
  4. Avaya CMS and Call centers including the writing of vectors and support for call center agents.
  5. VeraSMART call accounting and telecom expense management software.

Duties/Primary Responsibilities:

• Communication Design and Implementation:
  1. Demonstrate a deep understanding of communication design concepts and industry best practices, including call center management and reporting systems.
  2. Lead the transition from legacy VoIP platforms to modern UCaaS solutions.
  3. Design, implement, and manage voice and unified communication systems to ensure optimal performance and reliability.
• Selecting vendors and negotiating contracts.
• Managing the policies and procedures of voice services.
• Ensuring uninterrupted access to all voice telecommunication features including voicemail, ACD or PBX systems.
• Reviewing reports generated by voice engineers on system specifications in support of system upgrades.
• Being involved in long-range or strategic voice communications plans.
• Managing subordinate staff in the day-to-day performance of their jobs.
• Evaluating the efficiency and performance of Voice over Internet Protocol (VoIP) to support the optimization of system functionality.
• Configuring Quality of Service (QoS) for network routers and switches.
• Providing support and maintenance for IP telephony systems.
• Assuring the scheduling and running of diagnostic tests on voice networks and recommending technical solutions for improvements.
• Conducting voice services and contact center solution requirements gathering and developing options and alternatives.
• Provide on-call emergency support for assigned areas of responsibility outside of normal business hours.

Additional Responsibilities:

• Develop and manage a life-cycle management plan to ensure ongoing support and maintenance for IP telephony systems.
• Collaborate with IT staff to implement and maintain UC applications, including Unity Connection and Unified Presence.
• Stay up to date with the latest UC technologies and best practices to ensure efficient and effective communication services.
• Supervise and train IT staff involved in the maintenance and support of voice services.
• Liaise with vendors and service providers to ensure that UC services meet organizational needs and performance standards.
• Call Center Consultation and Advisory: Assist in the setup, management, and optimization of call center operations to ensure efficient and effective customer service delivery. Offer guidance on best practices, technology solutions, and performance metrics.

PLEASE NOTE: Must maintain personal mobile technology as a condition of employment.

Current valid driver's license and good driving record required. Based on the Virginia DMV point system, record must not reflect a total of six or more demerit points within the twenty-four months preceding the anticipated hire date, or one major violation of six demerit points within the preceding thirty-six months. Out of state driving records must be obtained by applicant and presented at time of interview. Records must reflect at least three years of history and be dated within thirty days of interview. 

Pre-employment drug testing, FBI criminal background check and education/degree verification required.

This position is subject to working in high security areas governed by the US Department of Justice’s “Criminal Justice Information Services (CJIS) Security Policy” and therefore requires successfully passing a more stringent criminal background check.

 

Shift

Monday - Friday; 8:30 a.m. - 5:00 p.m.

Work Location

Information Systems Technology

 

Chesterfield County is an Equal Opportunity Employer Committed to Workforce Diversity, Equity, and Inclusion

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