Voice & UCaaS Program Manager
Arlington, VA
Experience: 0
Category: Information Technology
Contractor Work Model: Hybrid
Brand: System One
Job ID: 348061
Date Posted: 03/20/2026
Shortcut: http://jobs.systemone.com/UgiCJM
Job Title: Voice & UCaaS Program Manager
Job type: Contract
Role duration: 12 months (with strong potential for annual renewal)
Work location: Arlington, VA
Workplace type - Hybrid (primarily remote, occasional onsite ~2X monthly)
We are seeking an experienced Voice & Unified Communications Program Manager to lead and oversee an enterprise voice services portfolio within a unified communications environment. The portfolio includes Microsoft Teams Phone, cloud-based contact center solutions, video intercom systems, and legacy voice platforms supporting a large, diverse user population.
This role is responsible for the operational health, strategic direction, and continuous improvement of voice and contact center services. The ideal candidate brings deep expertise in modern voice technologies, strong program management experience, and a proven ability to translate business needs into scalable, reliable technical solutions.
Duties include:
- Oversee day-to-day operational support for enterprise voice and unified communications services
- Manage incidents and service requests to ensure adherence to defined service level agreements (SLAs)
- Develop program strategy and execute high-level project and roadmap plans
- Lead implementation of operational, enterprise-wide, and department-specific voice initiatives
- Contribute to long-term program planning and continuous improvement efforts
- Develop voice-related business cases, cost analyses, and proposals
- Act as a liaison and “voice of the customer” between technical teams and business stakeholders
- Monitor system performance, report on trends, and take corrective action as needed
- Optimize existing operational processes and establish new processes to improve efficiency and service quality
- Represent the voice program in change management activities related to system enhancements and deployments
- Produce regular metrics and reporting, including license management and utilization analysis
Technologies & Platforms
- Microsoft Teams Phone
- Contact center platforms (e.g., CCaaS solutions)
- PSTN / VoIP / SIP-based voice services
- IVR and call center technologies
- Legacy and modern unified communications systems
Required Qualifications
- 10+ years of experience in telecommunications, including PSTN, VoIP, SIP, UCaaS, CCaaS, call centers, and IVR technologies
- 10+ years of experience in operations management and/or program management
- Proven experience leading enterprise voice or unified communications programs
- Strong stakeholder engagement, communication, and vendor coordination skills
Preferred Qualifications
- Preference - Experience working in local government
System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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