Title: Telephony Systems & Call Center Operations Manager (Vansant)
State Role Title: Info Technology Specialist III
Hiring Range: Commensurate to $115,000
Pay Band: 6
Agency: Virginia Employment Commission
Location: VANSANT CCC
Agency Website: https://www.vec.virginia.gov/
Recruitment Type: General Public - G
Job Duties
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.
Minimum Qualifications
• 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.
Additional Considerations
• Ability to design, optimize, and modernize enterprise call center and IVR environments.
• Experience with using to use 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 practice.
• 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.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.
This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.
Submission of an online application is required for this position. The VEC does not accept applications, résumés, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or résumé are complete with duties and skills associated with your work experience.
The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.
Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.
The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.
Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.
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.
For the status of your application and this position, please refer to your PageUp / Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
Contact Information
Name: VEC Human Resources / Recruitment
Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.
Email: [redacted] for recruitment related questions. Emailed applications, résumés, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.
In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at [redacted].
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force.
