"Telecommunications Voice Program Manager"

Job Details

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

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

Position Type

Administrative, Academic Affairs, Academic Administration, IT & Technology, Technology Administration/Other, Executive, Other Executive

Employment Type

Full Time