About the Position
WHO WE ARE
WHO WE ARE LOOKING FOR
What You'll Be Doing
Leadership & Team Management:- Act as primary liaison with internal business units, IT, facilities, and external partners to align telecommunications services with user and county needs.
- Supervise and lead a team of represented/union telecommunications professionals, ensuring adherence to collective bargaining agreements.
- Provide coaching, direction, and performance management to foster a high-performing, service-oriented team.
- Promote a culture of safety, accountability, and continuous improvement.
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Service Delivery & Operations:
- Oversee the day-to-day operations of telecommunications services, including Avaya PBX systems, Microsoft Teams telephony, voicemail, call routing, conferencing, and contact center platforms.
- Manage legacy PBX systems, VoIP platforms and services, UCaaS solutions, voicemail systems, SIP trunking, SBCs, eFaxing solutions, and analog integrations.
- Ensure reliable voice service delivery, timely incident response, and effective problem resolution.
- Develop and monitor KPIs and SLAs to ensure high levels of service quality, efficiency, cost-effectiveness, and customer satisfaction.
- Responsible for overseeing telecom hardware/software asset inventory (Teams certified phones, legacy Avaya PBX and related equipment), upgrades, life cycle planning, and decommissioning.
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Transition & Project Management:
- Lead the organization through a multi-phase transition from premise-based voice services to hybrid and cloud-based solutions.
- Collaborate with project management, IT teams, and external vendors to ensure the successful implementation of Microsoft Teams telephony and related infrastructure.
- Identify opportunities for service optimization, cost reduction, and feature enhancement.
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Vendor & Contract Management:
- Manage relationships with telecommunications vendors, including service providers, hardware manufacturers, and software vendors.
- Oversee vendor performance, contract compliance, and procurement processes.
- Participate in RFPs and vendor selection for telecom systems, support, and services.
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Strategic Planning & Budgeting:
- Contribute to the development and execution of long-term telecommunications strategies aligned with organizational goals.
- Prepare and manage budgets for telecom services, capital expenditures, and vendor contracts. Telecommunications services budgets are typically $2 - $4 million annually.
- Monitor costs and recommend cost-saving initiatives that maximize value and quality of service.
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Compliance & Security:
- Ensure telecommunications systems meet regulatory, security, and organizational compliance standards.
- Coordinate with cybersecurity and compliance teams to mitigate risks and safeguard voice/data infrastructure.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Hybrid work environment with on-site presence required at least 3 days per week, and for specific operational and team oversight responsibilities.
Involves off-hours support or on-call duties during service outages, cutovers, or project milestones.
Minimum Qualifications
Education: Graduation from an accredited college or university with a Bachelor’s Degree.
Equivalency: An equivalent combination of education and experience may be substituted.
Preferred Criteria, Interview Preferences
Preference for interviews will be given to applicants with experience in the following:
- Bachelor’s degree in Telecommunications, Information Technology, or a related field; or equivalent combination of education and experience
- Experience with enterprise voice systems such as Avaya PBX and migrations to Microsoft Teams or similar UCaaS platforms.
- Certifications such as Avaya ACIS/ACSS, Microsoft Teams Voice Engineer, or PMP.
- Familiarity with ITIL processes and service management tools.
- Knowledge of emergency communications systems (E911), SIP trunking, SBCs (e.g., Ribbon, Audiocodes), and network QoS best practices.
- Experience with management and supervision of IT staff
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at [email protected]. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
