Voice & UCaaS Program Manager

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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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Ref: #851-Rockville-S1

Type: Contract

Experience: 0

Category: Information Technology

Contractor Work Model: Hybrid

Brand: System One

Shift: On-Site

Job ID: 348061

Date Posted: 03/20/2026

Shortcut: https://jobs.systemone.com/869fiK