Support Services Program Manager / Specialist

Job Title: Support Services Program Manager / Specialist
Location: Baton Rouge, LA (Remote)
The primary work location will be: Contractor Remote Facility but Resources must reside within the Baton Rouge Metropolitan Area to support possible onsite
needs .
Duration: 3 Years
Please share three professional references along with submission
Role Overview
We are seeking an experienced Support Services Program Manager / Specialist to lead large-scale telecommunications modernization initiatives. This senior-level consultant will oversee enterprise voice infrastructure transformation projects, manage strategic telecommunications vendors, and support migration from legacy voice services to modern cloud and VoIP technologies.
The ideal candidate will have extensive experience in telecommunications program management, enterprise voice systems, vendor governance, contract management, and public-sector infrastructure modernization.
Key Responsibilities
Enterprise Voice Modernization

• Lead statewide voice services modernization initiatives.
• Manage the complete lifecycle of legacy telecommunications conversion programs.
• Oversee migration of legacy copper circuits to VoIP and LTE solutions.
• Coordinate implementation schedules across multiple agencies and vendors.
• Track milestones and mitigate project risks.

Telecommunications Program Management

• Lead enterprise telecommunications initiatives from planning through implementation.
• Develop project roadmaps, schedules, governance documentation, and executive reports.
• Coordinate stakeholders, executive leadership, and third-party vendors.
• Manage multiple concurrent modernization projects.

Vendor & Contract Management

• Serve as the primary liaison between the organization and telecommunications providers.
• Resolve ordering, provisioning, and service delivery issues.
• Monitor telecommunications contracts and vendor performance.
• Support ITBs, RFIs, RFPs, telecommunications contracts, and network service agreements.
• Ensure vendor compliance with contractual obligations and organizational standards.

Telecommunications Financial Management

• Lead telecommunications billing audits.
• Review carrier invoices and identify billing discrepancies.
• Recommend cost recovery opportunities.
• Produce financial reports and savings analyses.
• Support telecom budgeting and forecasting.

VoIP & Network Modernization
Provide leadership for:

• Enterprise VoIP deployments
• Unified Communications
• SIP Services
• LTE migration
• Voice infrastructure modernization
• Centrex migration
• Telecommunications architecture improvements

Emergency Communications
Support modernization initiatives involving:

• E911 compliance
• HELD Protocol
• Emergency location services
• Network readiness
• Regulatory compliance

Training & Knowledge Transfer

• Develop telecommunications best practices.
• Train technical staff on voice infrastructure, billing audits, compliance, vendor management, and operational standards.
• Mentor engineering and operations teams.

Required Technical Skills
Telecommunications

• Enterprise Voice Systems
• VoIP
• SIP
• Centrex
• Unified Communications
• Enterprise Telephony
• Carrier Services
• PSTN
• LTE Voice Services

Networking

• WAN
• MPLS
• Network Infrastructure
• Voice over IP
• Routing Fundamentals
• Telecommunications Architecture

Project Management

• Enterprise Infrastructure Projects
• Telecommunications Programs
• Executive Reporting
• Risk Management
• Budget Management
• Vendor Governance
• Contract Administration

Financial & Audit

• Telecom Billing
• Invoice Reconciliation
• Cost Recovery
• Financial Analysis
• Service Audits
• Cost Optimization

Mandatory Qualifications

• 15+ years of telecommunications industry experience.
• Extensive enterprise telecommunications program management experience.
• Deep understanding of enterprise voice services.
• Experience supporting large-scale government or public-sector telecommunications environments.
• Experience leading enterprise VoIP implementations.
• Telecommunications billing audit experience.
• Vendor management experience.
• Experience managing complex telecommunications contracts.
• Strong knowledge of telecommunications infrastructure.
• Experience supporting network modernization initiatives.

Preferred Qualifications

• Government IT modernization.
• Public-sector telecommunications.
• Enterprise network modernization.
• Copper retirement initiatives.
• Unified Communications.
• E911 modernization.
• HELD Protocol implementation.
• Telecommunications procurement.
• IT contract administration.
• Carrier migration programs.
• Executive stakeholder management.