Telecommunications Voice Program Manager

Overview

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Summary:

VCU Telecommunication Services is seeking a dynamic Telecom Voice Program Manager to help lead and evolve the university's voice telecommunications ecosystem. This role drives strategic planning, oversees critical voice infrastructure, and partners closely with campus stakeholders to deliver reliable, modern, and forward‑looking telecom solutions.

All full-time University staff are eligible for VCU's robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, and abundant opportunities for career development and advancement.

Unit: Technology Services MBU

Department: Telecommunications Services

Department Summary: VCU Telecommunication Services is seeking a dynamic Telecom Voice Program Manager to help lead and evolve the university's voice telecommunications ecosystem. This role drives strategic planning, oversees critical voice infrastructure, and partners closely with campus stakeholders to deliver reliable, modern, and forward‑looking telecom solutions.

All full-time University staff are eligible for VCU's robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, and abundant opportunities for career development and advancement.

The Voice Telecom Program Manager provides strategic leadership, program oversight and cross-functional coordination for the university and health system's enterprise voice and contact center services. The role is responsible for leading enterprise-wide voice telecommunications initiatives and project management efforts, ensuring cohesive alignment with organizational objectives, technology standards, and operational requirements across academic, administrative, and clinical environments. The position also oversees the integration of voice services with enterprise applications through platform APIs to support automation, optimization and data-driven improvements.

The Program Manager partners closely with engineering, project management, departmental stakeholders, vendors and leadership to align voice services with institutional goals, manage complex modernization initiatives, and maintain a cohesive, future-ready communications environment. The Program Manager serves as the direct manager for the Telecom Voice Project Manager, Telecom Voice Innovation Senior Analyst and Telecom Voice Applications Coordinator. This includes providing day-to-day leadership, setting priorities, managing performance, supporting professional development, and ensuring alignment of their work with the overall voice modernization roadmap and operational strategy.

The work location is virtual, but requires the employee to live and work in the east coast time zone.

Minimum Qualifications

• Extensive experience leading complex technology programs, with a strong focus on telecommunications, cloud voice platforms, PBX modernization, SIP services and contact center technologies.
• Demonstrated ability to develop and manage multi-year roadmaps, prioritize competing initiatives and align program direction with institutional goals across both university and health system environments.
• Proven success leading cross-functional teams that include engineering, networking, operations, security, business units and external partners through large-scale technology transitions.
• Strong strategic planning skills, with the ability to translate organizational needs into program objectives, service improvements and actionable implementation plans.
• Experience overseeing vendor and carrier relationships at a program level, including performance management, escalations and evaluation of long term platform options.
• Exceptional communication skills, with the ability to convey complex technical and programmatic information clearly to leadership,…