Telecommunications Voice Program Manager

Advertising Summary: VCU Telecommunication Services is seeking a dynamic Telecom Voice Program Manager to help lead and
evolve the university’s voice telecommunications ecosystem. This role drives strategic planning, oversees critical voice infrastructure, and
partners closely with campus stakeholders to deliver reliable, modern, and forward-looking telecom solutions.

All full-time
University staff are eligible for VCU’s robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave
granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee
discounts, well-being resources, and abundant opportunities for career development and advancement.

Unit: Technology
Services MBU

Department: Telecommunications Services

Department Summary:
VCU Telecommunication Services is seeking a dynamic Telecom Voice Program Manager to help lead and evolve the university’s voice
telecommunications ecosystem. This role drives strategic planning, oversees critical voice infrastructure, and partners closely with campus
stakeholders to deliver reliable, modern, and forward-looking telecom solutions.

All full-time University staff are eligible for
VCU’s robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition
benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources,
and abundant opportunities for career development and advancement.

Duties & Responsibilities:

The Voice
Telecom Program Manager provides strategic leadership, program oversight and cross-functional coordination for the university and health
system’s enterprise voice and contact center services. The role is responsible for leading enterprise-wide voice telecommunications
initiatives and project management efforts, ensuring cohesive alignment with organizational objectives, technology standards, and
operational requirements across academic, administrative, and clinical environments. The position also oversees the integration of voice
services with enterprise applications through platform APIs to support automation, optimization and data-driven improvements. The Program
Manager partners closely with engineering, project management, departmental stakeholders, vendors and leadership to align voice services
with institutional goals, manage complex modernization initiatives, and maintain a cohesive, future-ready communications environment. The
Program Manager serves as the direct manager for the Telecom Voice Project Manager, Telecom Voice Innovation Senior Analyst and Telecom
Voice Applications Coordinator. This includes providing day-to-day leadership, setting priorities, managing performance, supporting
professional development, and ensuring alignment of their work with the overall voice modernization roadmap and operational strategy. The
work location is virtual, but requires the employee to live and work in the east coast time zone.

Qualifications:

Minimum Qualifications

• Extensive experience leading complex
  technology programs, with a strong focus on telecommunications, cloud voice platforms, PBX modernization, SIP services and contact center
  technologies.
• Demonstrated ability to develop and manage multi-year roadmaps, prioritize competing initiatives and align program
  direction with institutional goals across both university and health system environments.
• Proven success leading cross-functional
  teams that include engineering, networking, operations, security, business units and external partners through large-scale technology
  transitions.
• Strong strategic planning skills, with the ability to translate organizational needs into program objectives, service
  improvements and actionable implementation plans.
• Experience overseeing vendor and carrier relationships at a program level,
  including performance management, escalations and evaluation of long term platform options.
• Exceptional communication skills, with
  the ability to convey complex technical and programmatic information clearly to leadership, governance groups and non-technical
  stakeholders.
• Demonstrated ability to manage program level reporting, service performance metrics, budget tracking and executive
  summaries.
• Proven ability to navigate ambiguity, build consensus and influence decision making across diverse stakeholders.
• Strong analytical and problem solving skills, with the ability to identify risks, assess impacts, and guide teams toward effective
  mitigation strategies.
• Ability and willingness to work flexible hours based on business needs and to support occasional on-site
  meetings, customer engagements and/or attend professional development opportunities.
• Demonstrated ability to evaluate emerging
  technologies and recommend strategic investments that improve service reliability, user experience and operational efficiency.
• College degree in telecommunications, information technology or a related field; or an equivalent combination of education, training and
  relevant experience.
• Exhibit proficiency in the use of technology tools for program management, documentation, communication,
  schedule and coordinate meetings, and data analysis.
• Demonstrated ability to work in and foster an environment of respect,
  professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do
  so as a staff member at VCU.

Preferred Qualifications

• Experience leading telecommunications or
  unified communications programs in a university, hospital environment or similarly complex enterprise environment.
• Advanced
  knowledge of cloud voice architecture, unified communications platforms, SIP trunking technologies and voice related integrations for
  healthcare applications (e.g.,Spok, Ascom, Epic)
• Experience with CCaaS platforms such as NICE, Five9 or similar enterprise contact
  center solutions.
• Familiarity with API-driven integrations between voice platforms and enterprise applications, including workflow
  automation and event driven communications services.
• Experience overseeing the development of process documentation and standard
  operating procedures to ensure accuracy and consistency.

Salary Range: $89,000-$178,000

Benefits: All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave granted
up front, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee
discounts, well-being resources, abundant opportunities for career development and advancement, and more.

FLSA Exemption
Status: Exempt

Hours per Week: 40

Restricted Position: No

ORP
Eligible: Yes

Flexible Work Arrangement: Fully Remote

University Job Title: 2433S –
Sr Manager IT Senior 1 – 3