Customer Communications Support Manager

Responsibilities

• Lead enterprise voice, video, and unified communications services across DCSA’s multi-enclave environment (NIPRNet, SIPRNet, and higher-classification networks).
• Manage A/V modernization, conference room sustainment, VTC scheduling and operations, and contact center technology operations.
• Provide engineering and operational leadership for unified communications architecture including CUCM, Unity Connection, and voice/video protocols (SIP, H.323, MGCP).
• Oversee Tier II/III escalation for unified communications incidents; serve as senior technical authority for communications-related issues.
• Implement IP networking and Quality of Service (QoS) configurations within DoD networks supporting voice and video traffic.
• Lead enterprise video conferencing operations across Polycom, Cisco, and other platforms; manage contact center technology integration.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Cook up with engineering teams to design and implement Session Border Controller (SBC) and gateway strategies during modernization and sustainment activities.
• Maintain DoD 8570/8140 IAT Level III certification currency.
• Provide program-level reporting on communications service performance, availability, and modernization progress.

Qualifications

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• Active Cisco Certified Network Professional (CCNP) Collaboration or higher-level certification.
• DoD 8570/8140 IAT Level III certification.
• Extensive technical knowledge of unified communications architecture including CUCM, Unity Connection, and voice/video protocols (SIP, H.323, MGCP).
• Strong understanding of IP networking and Quality of Service (QoS) implementation within DoD networks (e.g., JWICS, SIPRNet, NIPRNet).
• Proven experience with enterprise video conferencing systems (Polycom, Cisco) and contact center technologies.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.