Telephony Systems & Call Center Operations Manager (Vansant)
About The Position
The Virginia Employment Commission (VEC) is seeking a dynamic Telephony Systems & Call Center Operations Manager to lead and optimize our enterprise telephony environment, ensuring reliability, security, and seamless performance across IVR platforms, call routing architecture, fraud detection tools, workforce management systems, and quality monitoring solutions. In this role, you will provide advanced technical leadership, oversee daily operations, develop and modernize call flows, manage vendor and VITA partnerships, and supervise a technical team supporting telephony administration and desktop operations. You will analyze call center performance trends, drive data‑informed improvements, maintain audit compliance, manage building access systems, and champion innovation by implementing emerging technologies, including AI, automation, and analytics, to enhance service delivery. Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments. The VEC values innovation, collaboration, and public service, providing a mission-driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career. The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
Requirements
- Experience with administering, troubleshooting, and supporting enterprise technology and call center systems.
- Experience with analyzing technical and operational data to identify problems and improve performance.
- Experience with troubleshooting complex technical issues and coordinating solutions with IT, vendors, and stakeholders.
- Experience with planning, prioritizing, and overseeing technical projects, system changes, and implementations.
- Experience with supervising technical staff and communicating effectively with technical and non-technical stakeholders.
Nice To Haves
- Ability to design, optimize, and modernize enterprise call center and IVR environments.
- Experience with using Power BI and data analytics to improve call center performance.
- Knowledge, skill, and ability to apply AI, Power Apps, Power Automate, and automation technologies to business operations.
- Experience leading complex technology initiatives involving multiple systems, vendors, and stakeholders.
- Ability to evaluate emerging technologies and implement call center best practices.
- Experience using Nice inContact Virtual Contact Center (CX One) platform.
- Experience using Studio or equivalent tools for customized call routing logic within the telephony platform.
- A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.
Responsibilities
- Provide advanced technical leadership for the enterprise telephony environment.
- Oversee daily operations of telephony systems and call center operations.
- Develop and modernize call flows.
- Manage vendor and VITA partnerships.
- Supervise a technical team supporting telephony administration and desktop operations.
- Analyze call center performance trends.
- Drive data-informed improvements in call center performance.
- Maintain audit compliance.
- Manage building access systems.
- Implement emerging technologies, including AI, automation, and analytics, to enhance service delivery.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
