Note: The job is a remote job and is open to candidates in USA. Conviso Inc. is seeking an experienced Customer Communications Support Manager to lead complex IT and communications initiatives within Department of War and Intelligence Community environments. The role manages enterprise communications projects and service delivery while providing technical leadership across voice, video, unified communications, networking, contact center technologies, and secure government networks.
Responsibilities
- Lead and manage complex enterprise IT and communications projects from planning through delivery
- Oversee ITIL/ITSM service delivery and ensure alignment with organizational service-management standards
- Lead enterprise voice, video, unified communications, and collaboration initiatives
- Provide technical and program-level leadership for Cisco Unified Communications Manager (CUCM), Unity Connection, SIP, H.323, and MGCP environments
- Oversee voice/video services and collaboration technologies across secure DoW network environments
- Support and manage IP networking and Quality of Service (QoS) requirements within JWICS, SIPRNet, and NIPRNet environments
- Lead video conferencing implementations and operations involving Cisco and Polycom technologies
- Provide leadership for enterprise contact center technologies and related communications services
- Coordinate technical teams, stakeholders, vendors, and mission partners to ensure successful project delivery
- Manage project schedules, risks, dependencies, budgets, deliverables, and customer expectations
- Ensure communications and IT services align with ITIL 4 and ISO/IEC 20000-1:2018 practices
- Develop and present project status, technical assessments, risks, and recommendations to senior leadership
- Ensure projects meet security, compliance, performance, and mission requirements
Skills
- 10+ years of experience managing complex IT projects
- 10+ years of project/program management experience in a DoW or Intelligence Community environment
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Active PMP certification or equivalent
- CCNP Collaboration or higher
- IAT Level III certification/qualification in accordance with DoD 8570/8140 requirements
- Strong experience with ITIL/ITSM service delivery
- Enterprise-level experience with voice, video, and unified communications
- Strong knowledge of:
- Cisco CUCM
- Cisco Unity Connection
- SIP
- H.323
- MGCP
- IP networking and QoS
- Video conferencing technologies
- Contact center technologies
- Experience supporting communications within JWICS, SIPRNet, and NIPRNet environments
- Knowledge of ITIL 4 and ISO/IEC 20000-1:2018
- Active Secret Clearance
- Must be willing and able to upgrade to Top Secret with SCI eligibility and undergo a T5 investigation, if required by mission needs
- Experience leading large-scale DoD or IC communications modernization programs
- Experience managing geographically distributed technical teams
- Strong understanding of secure enterprise collaboration and communications architectures
- Experience with Cisco collaboration and contact center ecosystems
- Experience operating in highly regulated, mission-critical environments
Benefits
- Remote work arrangement
Company Overview