Telephony Services Manager

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 states core technology services.

About the position
This position is a part of the Telephony Services team within WaTechs Network Services Division (NSD). The Telephony Services team is responsible for the technical design procurement and implementation of the telephone/voice services that support WaTechs 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 costeffective delivery of Telephony services to meet the vital needs of public agencies.

Some of what to expect with this role:

• Provide leadership mentoring and supervision to Telephony supervisors and staff responsible for providing the Telephony Service teams 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.
• Provides 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 EDN 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.

Heres what were looking for:

• Ten 10 years of IT experience in managing implementing administering and analyzing telephony technologies/services. A bachelors 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:
    • Customerfacing 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 enterprisewide technical architectures 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 executivelevel 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 nontechnical people.

Preference may be granted to applicants with the following:

• Masters degree in computer information systems management information systems computer science or related field.
• Five years of experience in largescale telephony environment with highlevel 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.

Telework:This position is approved for telework. However it requires the incumbent to be within a 2hour 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.

What WaTech offers:

As an employee of WaTech youll have access to an outstandingemployee 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 countrys mostscenic national parkswe are able to offer many of our positions telework and flexible schedule options to help support a healthy worklife balance.

To learn more about WaTech and what our employees enjoy about working here pleasevisit our website.

How to apply:

Applications for this recruitment will be accepted electronically. Please select the large apply button at the top of this announcement. You may need to create a profile and account in Washington states automated application system. We invite you to include your name and pronouns in your material to ensure we address you correctly throughout the application process.

To be considered for this position you will need to:

• Submit a completeOnline Application.
• Answerallrequired Supplemental Questions.
• Attach a Letter of Interestthat addresses how your experience qualifies you for this role.
• Attach a Resumethat clearly documents the work history training and education that makes you a viable and competitive candidate for this position.
• Attach a separate document with at least Three Professional References. This should include:Reference name nature of the relationship (i.e. company and supervisor coworker etc. phone number and email. References should be individuals you have worked with in the past five years if possible and include at least one current or most recent supervisor. *We will not conduct reference checks without your signed release.

Note:Applications without the requested information identified above or containing supplemental question responses with comments such as see resume may lead to your application being disqualified from consideration.

Applicants wishing to claim Veterans Preference should attach a copy of their DD214 (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 prior to submittal.

Conditions of employment:

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

Recruitment process:

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 sevenday job posting date during the recruitment process. It is to the applicants advantage to apply as early as possible. This recruitment may be used to fill multiple positions.

Contact us:For inquiries about this position please contact Rebekah Wilkesat or email to

Persons requiring accommodation in the application process or for an alternative format may contact Human Resources ator.Persons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 711 or. WaTech complies with the employment eligibility verification requirements of the federal Form I9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.