Program Manager, Support Services

Cayuse Holdings•Baton Rouge, LA

3d•Onsite

About The Position

The Project Manager provides senior-level telecommunications projects and contract support in a large, complex enterprise environment. The role focuses on modernizing legacy voice services, managing large-scale carrier transitions, conducting financial and billing audits, and supporting specialized projects that improve the reliability, compliance, and cost-effectiveness of telecommunications services. This position requires a seasoned telecommunications professional with extensive experience working with VoIP implementations, and multi-site networks. The individual serves as a subject matter expert, project leader, and key liaison among internal teams and external vendors. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Requirements

Minimum of 15 years of experience with telecommunications technologies, including design, implementation, operations, and/or vendor engagement.
Advanced understanding of telecom vendors, available services, and project management workflows, including ordering, provisioning, and lifecycle management.
Extensive knowledge of Centrex and other service offerings, including underlying infrastructure, feature sets, and billing processes.
Extensive VoIP service implementation experience, including network infrastructure requirements (e.g., QoS, bandwidth, latency, and security considerations).
Direct experience supporting telecommunications services in complex, multi-site environments, with an in-depth understanding of diverse network and telecom needs and associated regulatory obligations.
Demonstrated experience leading financial and billing audits in a telecommunications context, including: Reconciling invoices with contracts and service inventories Identifying billing errors and discrepancies Quantifying and documenting cost savings, cost avoidance, and recoveries
Regulatory & Emergency Services (LOS Audits & Project Support focus): In-depth knowledge of E911 regulations, best practices, and technologies, including network foundations and emergency location capabilities (e.g., HELD Protocol).
Proven expertise in the development, structuring, and active monitoring of complex network and telecom contracts, including those established via ITB, RFP, RFR, or RFI processes.
Ability to oversee vendor performance, address issues, and support resolution of matters impacting service quality, cost, or timelines.
Must be able to pass a background check.
May require additional background checks as required by projects and/or clients at any time during employment.
Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
Exceptional verbal and written communication skills.
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Ability to handle sensitive and confidential information appropriately.
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Strong project management skills, including scope definition, resource coordination, schedule management, and risk/issue management.
Excellent analytical abilities, with the capability to interpret complex billing data, network inventories, and contractual terms and convert them into actionable insights.
Demonstrated ability to lead cross-functional teams, provide mentoring and guidance, and foster collaboration across technical, financial, and operational groups.
Proficiency with standard office and project tools (e.g., spreadsheets for analysis, presentation tools for reporting, and project management platforms for tracking and reporting).

Nice To Haves

Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client.

Responsibilities

Lead the full project lifecycle for the including the migration of approximately 13,000 copper wire services to VoIP or LTE solutions.
Plan, manage, and coordinate activities across multiple internal teams and vendor organizations to achieve project milestones, timelines, and performance objectives.
Provide ongoing oversight, escalation management, and resolution for ordering and provisioning issues, ensuring timely and accurate service delivery.
Support the management, tracking, and monitoring of network and voice contracts (e.g., ITB, RFP, RFR, RFI), with an emphasis on compliance with contractual terms and internal policies.
Collaborate with technical resources to validate network readiness, capacity, and infrastructure requirements to support VoIP and LTE service deployments.
Develop and maintain project documentation (e.g., project plans, risk and issue logs, status reports, decision logs) and provide regular updates to leadership on progress, risks, and recommended mitigation strategies.
Provide technical and administrative support to help ensure C2C project milestones are met, coordinating dependencies and schedules across participating teams.
Conduct comprehensive network, voice service, and billing audits to verify accuracy, confirm proper service alignment, and identify opportunities for cost savings.
Lead or support financial and billing audit efforts, including invoice reconciliation, identification of billing errors, validation of contracted rates, and quantification/documentation of cost recovery or cost avoidance.
Develop, maintain, and deliver training for staff on communications billing audit procedures, tools, and standards, enabling consistent and repeatable audit practices.
Lead and mentor staff on complex VoIP service implementations, including configuration, testing, and migration activities.
Plan and manage HELD Protocol migrations and related efforts to modernize emergency location services in line with applicable regulations and industry best practices.
Provide subject matter expertise on E911-related technologies and network foundations, ensuring design and implementation decisions support regulatory and performance requirements.
Other duties as assigned.