Telephony Services Manager

Full Job Description

Telephony Services Manager (EMS 3)

Join an exciting team!

Washington Technology Solutions (WaTech) is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services.

WaTech sets the strategic technology direction of the state in multiple domains and programs and is responsible for the state’s core technology services.

About the position
This position is a part of the Telephony Services team within WaTech’s Network Services Division (NSD). The Telephony Services team is responsible for the technical design, procurement and implementation of the telephone/voice services that support WaTech’s customers.

As the Telephony Services Manager, you will provide leadership and strategic planning to assure the delivery and implementation of information technology products and services to more than 80 public organizations.

You will be relied on to provide implementation planning, leadership and direction that enables the timely, cost-effective delivery of Telephony services to meet the vital needs of public agencies.

Requirements

Some of what to expect with this role:

• Provide leadership, mentoring and supervision to Telephony supervisors and staff responsible for providing the Telephony Service team's strategy and consulting.
• Manage the development and implementation of workgroup standards and procedures for Telephony staff.
• Manage vendor relationships and contracts to ensure appropriate levels of support while obtaining maximum value in the purchasing process.
• Analyze the impact of new technologies and services on existing staffing levels and rates/allocations.
• Lead change and develop and implement an organizational vision that integrates key state goals, priorities, values and other factors.
• Provide expertise on the strategic direction of service offerings that impact Telephony and NSD units, ensuring the ongoing optimization of current services while planning for future needs.
• Provide expertise in the strategic direction of service offerings that impact Enterprise Data Network and NSD units, ensuring the ongoing optimization of current services while planning for future needs.
• Prepare performance reports for and provide financial updates to NSD and agency leadership.
• Develop an annual budget for the assigned business areas collaborating with the Network Service Business Relationship Manager, division and agency management.
• Demonstrate financial acumen through cost analysis report preparation, budget management and profit planning.

Qualifications

Here’s what we’re looking for:

• Ten (10) years of IT experience in managing, implementing, administering and analyzing telephony technologies/services. A bachelor’s degree in computer information systems, management information systems, computer science or related field can substitute for four years of IT experience.
• The total 10 years must include:
  • Five years in each of the following:
    • Customer-facing role.
    • A supervisor or manager with demonstrated experience managing at a high level of accountability with an annual budget with revenue and expense of at least $2 million, while having significant involvement with vendor management and contracts.
    • Direct IT project management experience, managing information technology project framework deliverables such as proposals, work breakdown structures (WBS) and project timelines
  • Two years of experience in cloud contact experience.
• Skilled in principles, methods and advanced techniques of project management, strategic and tactical planning, monitoring evaluation, and process improvement analysis and resolution.
• Demonstrated experience developing telecommunication strategies, and development and implementation of enterprise-wide technical architecture and designs.
• Demonstrated and successful vendor and business partner management as well as clear and developed contract experience.
• Ability to organize staff and manage information technology programs; provide leadership in problem solving and strategic planning; and interact effectively with executive-level customers
• Proven success in providing telecommunication products and services to a large agency or organization.
• Demonstrated ability to build and maintain relationships with a diverse group of technical and non-technical people.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Preference may be granted to applicants with the following:

• Master’s degree in computer information systems, management information systems, computer science or related field.
• Five years of experience in large-scale telephony environment with high-level understanding of telecommunication technologies such as PBX, call/contact centers, analog and digital voice capabilities, and disaster recovery.
• Certifications in Professional Leadership, Project Management, and/or ITIL.
• Familiarity with:

• Union, Civil Service, Exempt and WMS Rules.
• The Office of Financial Management (OFM) policies and procedures.

Additional Information

Telework: This position is approved for telework. However, it requires the incumbent to be onsite as needed and be within a 2-hour radius of Olympia, Washington.

We value diversity and different perspectives:

WaTech is committed to providing equal access and opportunities to all qualified applicants and employees.

We seek to attract and retain a diverse staff and welcome your experiences, perspectives and unique identity.

We invite you to include your preferred name and pronouns in your material to ensure we address you correctly throughout the application process.

What WaTech offers:

As an employee of WaTech, you’ll have access to an outstanding employee benefits package that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.

While WaTech is headquartered in Olympia, Washington, which is near some of the country’s most scenic national parks, we are able to offer many of our positions telework and flexible schedule options to help support a healthy work-life balance.

To learn more about WaTech and what our employees enjoy about working here, please visit our website.

Additional information about this role:

• This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability to perform in the position and is a continued condition of employment.

How to apply:

Applications for this recruitment will be accepted electronically. Please select the large “apply” button at the top of this announcement. In addition to completing your online application, please also include the following attachments:

• A current resume detailing your applicable experience, training and/or education.
• A letter of interest highlighting how your experience aligns with the outlined job posting.

Top candidates will be asked to provide a list of their professional references with contact information.

Reminders:

• A real person is reviewing your application material. It is in your best interest to complete the application in its entirety and review thoroughly before submitting. You will not be eligible to re-apply for this posting for 30 days.
• Applications with missing or incomplete fields, or supplemental question responses such as “see resume” may be considered incomplete and removed from consideration.

WaTech complies with the employment eligibility verification requirements of the federal Form I-9.

The selected candidate must be able to provide proof of identity and eligibility to work in the United States. WaTech does not use the E-Verify system.

We are not eligible to extend STEM Optional Practice Training (OPT) opportunities. For more information, please visit https://www.uscis.gov.

Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application.

(Please redact any personally identifiable data such as social security number and date of birth prior to submittal.)

By submitting your materials, you affirm that all information is true and correct. Any untruthful information is cause for removal from the applicant pool. If hired as a result of this recruitment, the discovery of incorrect or falsified information may lead to disciplinary action or dismissal.




Recruitment process:

The first round of application assessments will be conducted seven days after the initial job posting date.

The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date. It is to the applicant's advantage to apply as early as possible.

This recruitment may be used to fill multiple positions. There may be an assignment as a part of the assessment process.

The salary range reflected above reflects the full potential for this position. The base pay offered to the selected candidate will consider the candidate’s specific qualifying experience and internal equity of the existing team.




Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to recruitment@watech.wa.gov

If you’d like to request an accommodation for any part of the selection process, or to receive the application material in an alternate format, please contact Human Resources at (360) 407-8242 or Human.Resources@watech.wa.gov.Persons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.