Operations Voice Manager

Roles and Responsibilities

• Operate and maintain government-furnished voice communication systems, including VoIP, VoSIP, ACD, and TDM technologies. This includes all related equipment and systems management 24x7x365.
• Develop and execute a formal preventive maintenance program. Ensure all voice infrastructure is up to date with patches and vendor upgrades and meets security/compliance requirements.
• Continuously monitor voice system performance, report on metrics, and take corrective actions to maintain optimal service levels.
• Manage customer incident tickets, troubleshoot, and resolve issues to restore full operational capabilities swiftly.
• Maintain and update all documentation related to the operation and maintenance of voice services and equipment. Ensure compatibility with long-distance and local exchange networks.
• Operate and maintain VoIP, VoSIP, and TDM systems, ensuring compliance and efficient operation across various locations.
• Congduct preventative maintenance, spare parts management, and fault detection for telecommunications systems.
• Support telecommunication system configuration management, provide call detail reporting and generate standard and custom reports as required.
• Maintain and operate the ACDS, ensuring system efficiency, compliance, and optimal performance.
• Administer and maintain voice mail systems, ensuring software updates and program fixes are routinely applied.
• Operate and maintain an E911 database, perform periodic testing, and troubleshoot resolution.
• Provide technical and project management support for voice projects, including coordination, requirement analysis, and solution development.

Qualifications/Experience

• Active TS/SCI Clearance
• 10+ years of relevant experience
• Experience in voice communications technology, including VoIP, VoSIP, and TDM systems.
• Strong technical knowledge of telecommunications equipment and systems management.
• Exceptional communication and interpersonal skills for interacting with team members, stakeholders, and customers.