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Trick Dog Technology
Voice Program ManagerTrick Dog Technology • Arlington, VA, United States
Voice Program Manager

Voice Program Manager

Trick Dog Technology • Arlington, VA, United States
4 days ago
Job type
  • Full-time
Job description

Voice Program Manager

We 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 34 hour driving distance of Arlington, VA.

Key Responsibilities

  • Lead the overall voice services program strategy, planning, and execution
  • Manage enterprise voice initiatives including Microsoft Teams Phone, Five9 contact center solutions, video intercoms, and legacy telephony systems
  • Oversee day-to-day operations and support of voice services, ensuring adherence to SLAs
  • Drive implementation of enterprise and department-specific voice projects
  • Develop business cases, cost proposals, and strategic roadmaps for voice technologies
  • Act 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 needed
  • Optimize and standardize operational processes to improve efficiency and service quality
  • Lead change management efforts related to system enhancements and deployments
  • Provide regular reporting on system performance, licensing, and utilization trends

Required Qualifications

  • 10+ years of experience in telecommunications, including:
    • PSTN, VoIP, SIP
    • Call center technologies (IVR, CCaaS)
    • UCaaS platforms and enterprise voice systems
  • 10+ years of experience in program management and/or operations leadership
  • Strong experience managing large-scale, enterprise voice environments
  • Proven ability to lead cross-functional teams and drive complex initiatives
  • Excellent communication skills with the ability to interface with both technical and business stakeholders

Preferred Qualifications

  • Experience working within government or public sector environments
  • Familiarity with Microsoft Teams Phone and Five9 platforms
  • Background in unified communications and contact center modernization initiatives

Additional Notes

  • This is a long-term program with strong stability (35 years expected)
  • Candidate must reside within 3 hour commute to Arlington for occasional onsite work
  • Ideal for candidates who enjoy ownership, strategy, and operational leadership in a high-visibility environment
  • Candidates should be comfortable balancing both program-level oversight and hands-on operational coordination
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Voice Program Manager • Arlington, VA, United States

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