Telephony Services Manager
Apply NowCompany: State of Washington
Location: Olympia, WA 98501
Description:
Salary: $79,944.00 - $142,512.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Exempt
Remote Employment: Flexible/Hybrid
Job Number: 2025-WaTech-5388-02425
Department: Washington Technology Solutions
Division: NSD
Opening Date: 04/02/2025
Closing Date: 4/16/2025 11:59 PM Pacific
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.
Duties
Some of what to expect with this role:
Qualifications
Here's what we're looking for:
Preference may be granted to applicants with the following:
Supplemental Information
Telework: This position is approved for telework. However, it requires the incumbent to 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.
What WaTech offers:
As an employee of WaTech, you'll have access to an outstanding 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 , 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 .
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 state's 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:
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 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 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 applicant's 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 seven-day job posting date during the recruitment process. It is to the applicant's 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 Wilkes at (360) 407-8646 or email to
Persons requiring accommodation in the application process or for an alternative format may contact Human Resources at (360) 407-8242 or .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. 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 consistent with the requirements of that form on the first day of employment.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
Please select the option that best describes how you meet the required qualifications:
02
Please briefly explain how you gained the experience in question #1, If this does not apply, type N/A.
03
Do you have five years of experience working in a customer-facing role?
04
Please briefly explain how you gained the experience in question #3, If this does not apply, type N/A.
05
Do you have five years of experience as 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?
06
Please briefly explain how you gained the experience in question #5. If this does not apply, type N/A.
07
Do you have five years of direct IT project management experience, managing information technology project framework deliverables such as proposals, work breakdown structures (WBS) and project timelines?
08
Please briefly explain how you gained the experience in question #7, If this does not apply, type N/A.
09
Do you have two years of experience in cloud contact experience?
10
Please briefly explain how you gained the experience in question #9, If this does not apply, type N/A.
11
Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status or F1 OPT etc.)?
12
How did you learn about this WaTech opportunity? Select all that apply.
Required Question
Location : Thurston County - Olympia, WA
Job Type: Exempt
Remote Employment: Flexible/Hybrid
Job Number: 2025-WaTech-5388-02425
Department: Washington Technology Solutions
Division: NSD
Opening Date: 04/02/2025
Closing Date: 4/16/2025 11:59 PM Pacific
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.
Duties
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.
- 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.
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.
- Five years in each of the following:
- 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 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 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.
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.
Supplemental Information
Telework: This position is approved for telework. However, it requires the incumbent to 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.
What WaTech offers:
As an employee of WaTech, you'll have access to an outstanding 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 , 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 .
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 state's 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 complete Online Application.
- Answer all required Supplemental Questions.
- Attach a Letter of Interest that addresses how your experience qualifies you for this role.
- Attach a Resume that 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 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 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 applicant's 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 seven-day job posting date during the recruitment process. It is to the applicant's 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 Wilkes at (360) 407-8646 or email to
Persons requiring accommodation in the application process or for an alternative format may contact Human Resources at (360) 407-8242 or .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. 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 consistent with the requirements of that form on the first day of employment.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
Please select the option that best describes how you meet the required qualifications:
- I have 10 years of IT experience in managing, implementing, administering, and analyzing telephony technologies/services.
- I have a bachelor's degree in computer information systems, management information systems, computer science or related field AND six years of IT experience in managing, implementing, administering and analyzing telephony technologies/services.
- I do not have the required experience and/or education, but I am willing to learn.
02
Please briefly explain how you gained the experience in question #1, If this does not apply, type N/A.
03
Do you have five years of experience working in a customer-facing role?
- Yes
- No
04
Please briefly explain how you gained the experience in question #3, If this does not apply, type N/A.
05
Do you have five years of experience as 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?
- Yes
- No
06
Please briefly explain how you gained the experience in question #5. If this does not apply, type N/A.
07
Do you have five years of direct IT project management experience, managing information technology project framework deliverables such as proposals, work breakdown structures (WBS) and project timelines?
- Yes
- No
08
Please briefly explain how you gained the experience in question #7, If this does not apply, type N/A.
09
Do you have two years of experience in cloud contact experience?
- Yes
- No
10
Please briefly explain how you gained the experience in question #9, If this does not apply, type N/A.
11
Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status or F1 OPT etc.)?
- Yes
- No
12
How did you learn about this WaTech opportunity? Select all that apply.
- Business Resource Group (BRG)
- Careers.wa.gov
- Governmentjobs.com
- Public job sites (e.g., Indeed, ZipRecruiter, Glassdoor, Monster, etc.)
- Job Fair
- WaTech employee
- WaTech website
- WorkSource
- Other
Required Question