Customer Communications Support Manager

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

As a Customer Communications Support Manager, you will lead enterprise voice, video, and unified communications services for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract across multiple security enclaves.

You will oversee audio/visual (A/V) infrastructure, conference room sustainment, video teleconferencing (VTC) operations, and Tier II/III escalation for unified communications incidents. You will provide engineering and operational leadership for the communications stack including Cisco Unified Communications Manager (CUCM), Unity Connection, and voice/video protocols (SIP, H.323, MGCP) across DCSA's NIPRNet, SIPRNet, and higher-classification environments.

Highlights of Responsibilities:

Lead enterprise voice, video, and unified communications services across DCSA's multi-enclave environment (NIPRNet, SIPRNet, and higher-classification networks).
• Manage A/V modernization, conference room sustainment, VTC scheduling and operations, and contact center technology operations.
• Provide engineering and operational leadership for unified communications architecture including CUCM, Unity Connection, and voice/video protocols (SIP, H.323, MGCP).
• Oversee Tier II/III escalation for unified communications incidents; serve as senior technical authority for communications-related issues.
• Implement IP networking and Quality of Service (QoS) configurations within DoD networks supporting voice and video traffic.
• Lead enterprise video conferencing operations across Polycom, Cisco, and other platforms; manage contact center technology integration.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Coordinate with engineering teams to design and implement Session Border Controller (SBC) and gateway strategies during modernization and sustainment activities.
• Maintain DoD 8570/8140 IAT Level III certification currency.
• Provide program-level reporting on communications service performance, availability, and modernization progress.

Requirements:

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• Active Cisco Certified Network Professional (CCNP) Collaboration or higher-level certification.
• DoD 8570/8140 IAT Level III certification.
• Extensive technical knowledge of unified communications architecture including CUCM, Unity Connection, and voice/video protocols (SIP, H.323, MGCP).
• Strong understanding of IP networking and Quality of Service (QoS) implementation within DoD networks (e.g., JWICS, SIPRNet, NIPRNet).
• Proven experience with enterprise video conferencing systems (Polycom, Cisco) and contact center technologies.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.

Education and Experience:

Required Education/Experience: Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum ten (10) years of recent experience managing complex IT projects of similar size, scope, and complexity. Minimum ten (10) years of experience serving as a Program Manager in a DoD or IC environment, including demonstrated leadership of enterprise voice/video/unified communications services and projects. Experience supporting a DoD or IC customer is a plus.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.