Title: Associate Director of CCC Systems & Technology (Vansant, Agency Employee Only)
State Role Title: Prog Admin Manager III
Hiring Range: Commensurate to $125,000
Pay Band: 6
Agency: Virginia Employment Commission
Location: VANSANT CCC
Agency Website: https://www.vec.virginia.gov/
Recruitment Type: Agency Employee Only - A
Job Duties
The Associate Director of Call Center Systems & Technology plays a key leadership role in ensuring the reliability, stability, accuracy, performance, and optimization of all platforms that power the Customer Contact Center's operations (CCC), including telephony, IVR, routing, Workforce Management (WFM), QA/CXone, Fraud Detection (Pindrop), and related systems. This position leads technical staff and vendor partners, oversees daily operations, and drives technology strategies that enhance efficiency, automation, and customer experience. The role supports system upgrades, AI and automation initiatives, omnichannel enhancements, and cross functional coordination to align technology with business needs. The Associate Director ensures compliance with IT and security standards, maintains system readiness and continuity planning, monitors performance data to guide improvements, manages vendor relationships and contracts, and provides strong supervisory leadership that fosters a high performing, growth-oriented team focused on delivering stable, secure, and effective CCC service operations.
Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.
We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.
If you’re motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!
Minimum Qualifications
• Strong understanding of telephony/IVR systems, WFM platforms, QA/CXone tools, fraud detection technologies and contact center infrastructure.
• Ability to interpret system performance data and ensure reliable, secure, and compliant operations.
• Demonstrated ability to lead technical teams, supervise system administrators and specialists, manage vendors, and support enterprise level initiatives while maintaining alignment with the Director's executive authority.
• Skilled in analyzing system metrics, identifying risks, and implementing improvements. Able to communicate complex technical information clearly to operational leaders and collaborate effectively across departments.
Additional Considerations
• Extensive experience overseeing enterprise telephony, IVR design, WFM forecasting/scheduling systems, QA/CXone analytics, fraud detection platforms, or large-scale contact center technology ecosystems.
• Experience working within state government, unemployment insurance programs, or environments requiring strict compliance with VITA, cybersecurity, audit, or federal data handling standards.
• Familiarity with regulated operations enhancing the ability to maintain secure, compliant, and resilient CCC technology infrastructure.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
This position is only open to current employees of the VEC (please note contract employees are not VEC employees), or those who possess an active and valid Yellow Card or Blue Card for preferential hiring. Your application and/or résumé must reflect your status as a current Virginia Employment Commission employee. Applicants are responsible for ensuring the scope of their experience and relevant certifications, knowledge, skills, and abilities are clear in the application (and/or résumé) to receive full consideration. Information regarding experience will not be assumed.
This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.
Submission of an online application is required for this position. The VEC does not accept applications, résumés, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or résumé are complete with duties and skills associated with your work experience.
The Virginia Employment Commission is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.
Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.
The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.
Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.
A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.
For the status of your application and this position, please refer to your PageUp / Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.
Contact Information
Name: This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position. VEC Human Resources / Recruitment
Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.
Email: Careers@vec.virginia.gov for recruitment related questions. Emailed applications, résumés, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.