Telephony Systems and Operations Specialist (Vansant)

Virginia Information Technologies Agency • Vansant, VA

4d • $60,000 - $75,000 • Onsite

About The Position

The Virginia Employment Commission (VEC) is seeking a Telephony Systems and Operations Specialist who will play a key role in keeping our call center running smoothly by supporting telephony system administration, analyzing and improving IVR call flows, and ensuring customers are routed efficiently. In this role, you will troubleshoot VoIP and IVR issues, implement routing corrections, monitor call queues and performance metrics, and proactively identify system bottlenecks to enhance the customer experience. You will also provide timely desktop and application support to call floor staff, manage vendor relationships to maintain reliable service, and oversee telephony hardware, laptop, and accessory inventory. Additional responsibilities include but are not limited to maintaining badge access systems, conducting regular audits, generating performance reports, and supporting essential functions such as training, quality assurance, and participation in the FTI Offset Program.

Join the VEC and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

If you’re motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!

Requirements

• Working knowledge of telephony systems functionality and/or administration.
• Experience using ticketing systems for desktop support and issue tracking.
• Experience identifying, analyzing, and resolving telephony issues in a call center environment
• Experience using Virtual Communication Center, Verizon Communication Express, PinDrop, VCC IEX Workforce Management, VCC Quality Management, and/or similar software/systems.
• Working knowledge of IT infrastructure, applications and telephony systems (including VoIP and IVR systems); system analysis, call routing logic, and telecommunication workflows; call center operations, inbound call queue management, and workforce optimization; and best practices for managing hardware, software, and accessory inventories.
• Strong analytical, diagnostic, oral and written communication, networking, project management and computer (e.g., Virtual Communications Express, MyPhoneNext, Communicator, InContact, Central or comparable software) skills.
• Ability to understand and implement networking and cabling concepts; identify inefficiencies in systems, call routing, or technical workflows; script, test, and modify codes for system upgrades and troubleshooting; analyze call data, identify trends and problems, and implement corrective action, as needed; work well with vendors, team members, and end-users; provide training and technical assistance; assess skills and assign work; update system configurations; adapt quickly to change; and align telephony, technical support, and operational strategies with organizational goals.

Nice To Haves

• Experience with Virtual Communications Express (VCE), NICE/InContact, VCC IEX Workforce Management, VCC Quality Management, MyPhoneNext, Communicator, PinDrop or comparable fraud‑detection tools, and standard IVR call‑flow configuration utilities.
• Familiarity with reporting and data analysis tools; call center Key Performance Indicators (e.g., call abandon rates, wait times, and response times); and vendor contracts, service agreements, and escalation procedures.

Responsibilities

• Support telephony system administration
• Analyze and improve IVR call flows
• Ensure customers are routed efficiently
• Troubleshoot VoIP and IVR issues
• Implement routing corrections
• Monitor call queues and performance metrics
• Proactively identify system bottlenecks to enhance the customer experience
• Provide timely desktop and application support to call floor staff
• Manage vendor relationships to maintain reliable service
• Oversee telephony hardware, laptop, and accessory inventory
• Maintain badge access systems
• Conduct regular audits
• Generate performance reports
• Support essential functions such as training, quality assurance, and participation in the FTI Offset Program

Benefits

• Paid leave
• A minimum of 13 paid state holidays per year
• Medical, dental, vision, and life insurance options
• Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
• Federally recognized Public Service Loan Forgiveness (PSLF) employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed