Voice Program ManagerWe are seeking an experienced Voice Program Manager to lead and oversee a large-scale voice services program within a Unified Communications environment. This role sits within the Customer Experience division and will be responsible for managing a diverse portfolio of voice technologies, driving program strategy, and ensuring operational excellence across enterprise voice services.This is a primarily remote role with occasional onsite requirements. Candidates should be located within a 3–4 hour driving distance of Arlington, VA.Key ResponsibilitiesLead the overall voice services program strategy, planning, and executionManage enterprise voice initiatives including Microsoft Teams Phone, Five9 contact center solutions, video intercoms, and legacy telephony systemsOversee day-to-day operations and support of voice services, ensuring adherence to SLAsDrive implementation of enterprise and department-specific voice projectsDevelop business cases, cost proposals, and strategic roadmaps for voice technologiesAct as the liaison between business units, end users, and technical teams ("voice of the customer")Monitor system performance, generate reports, and implement corrective actions as neededOptimize and standardize operational processes to improve efficiency and service qualityLead change management efforts related to system enhancements and deploymentsProvide regular reporting on system performance, licensing, and utilization trendsRequired Qualifications10+ years of experience in telecommunications, including:PSTN, VoIP, SIPCall center technologies (IVR, CCaaS)UCaaS platforms and enterprise voice systems10+ years of experience in program management and/or operations leadershipStrong experience managing large-scale, enterprise voice environmentsProven ability to lead cross-functional teams and drive complex initiativesExcellent communication skills with the ability to interface with both technical and business stakeholdersPreferred QualificationsExperience working within government or public sector environmentsFamiliarity with Microsoft Teams Phone and Five9 platformsBackground in unified communications and contact center modernization initiativesAdditional NotesThis is a long-term program with strong stability (3–5 years expected)Candidate must reside within 3 hour commute to Arlington for occasional onsite workIdeal for candidates who enjoy ownership, strategy, and operational leadership in a high-visibility environmentCandidates should be comfortable balancing both program-level oversight and hands-on operational coordination