The Wireline Program Specialist is a professional-level subject matter expert responsible for the analysis, solutioning, and independent management of wireline telecommunications services supporting the Department of Energy (DOE) enterprise, including DOE Headquarters locations in Washington, D.C. and Germantown, Maryland, and approximately 150 field sites, laboratories, and customer locations nationwide.
This position requires the exercise of independent professional judgment across a broad range of complex, non-routine wireline service challenges. The Wireline Program Specialist analyzes requirements, develops solutions, and makes independent decisions on service delivery, vendor management, inventory strategy, and process improvement. Work is performed with minimal supervision and requires specialized knowledge of federal telecommunications procurement, wireline provisioning, GSA contract vehicles, and enterprise network operations.
This position works in close coordination with the federal Contracting Officer's Representative (COR), Task Monitor, CO/COR/IM-12/IM-13 team, and program management leadership, and is accountable for the quality and timeliness of all wireline program deliverables in alignment with the CBOSS PWS requirements.
Responsibilities
Wireline Services Analysis and Program Management
- Serve as the technical authority for wireline service operations across the DOE enterprise, applying specialized knowledge of TDM, VoIP, SIP, Ethernet, POTS, and ISDN PRI to analyze requirements and develop optimal service configurations.
- Evaluate customer requirements and independently determine appropriate service solutions for MACD (Moves, Adds, Changes, and Disconnects) activities, applying professional discretion on non-standard or complex requests.
- Analyze service order workflows and independently identify process improvements to reduce cycle time, improve accuracy, and ensure contractual SLA compliance across DOE Headquarters and field sites.
- Assess vendor and carrier performance against contractual obligations; independently identify deficiencies and develop corrective action recommendations for escalation or direct resolution.
- Evaluate funding status and contracting requirements for incoming orders; apply knowledge of federal procurement rules to independently resolve funding or compliance issues before order execution.
- Apply independent judgment to design and configure voice and data communication systems for high-visibility government clients, ensuring alignment with DOE standards and security requirements.
- Develop and manage escalation strategies for at-risk orders across DOE customer organizations; independently determine when and how to resolve provisioning delays.
- Evaluate and recommend adoption of emerging technologies, including Starlink satellite service integration and network modernization initiatives, to improve service delivery and reduce cost across the DOE enterprise.
- Oversee management of the entire HQ phone number block; apply professional expertise to establish and maintain standards for assignment, tracking, and lifecycle management.
Inventory Integrity and Program Analysis
- Establish and apply inventory management standards for all wireline services and circuits across the DOE enterprise, ensuring data integrity across the full-service lifecycle.
- Analyze inventory data to identify systemic discrepancies, trends, and root causes; develop and implement corrective strategies.
- Interpret Agency billing system outputs and exception reports to diagnose underlying inventory or process failures and independently determine the appropriate resolution path within required SLA timelines.
- Evaluate vendor documentation against order records to identify patterns of error; develop vendor accountability measures and escalate recurring issues through appropriate channels.
- Design and produce analytical reports for government and customer inquiries (e.g., circuit status, service plan analysis, upgrade eligibility).
- Oversee capacity planning and database integrity for wireline circuit infrastructure, applying technical expertise to anticipate future service demands and recommend proactive solutions.
Documentation, SOPs & Process Improvement
- Lead the development, review, and continuous improvement of Standard Operating Procedures (SOPs) for wireline service operations.
- Lead root cause analysis for service issues and independently develop and implement corrective actions to prevent recurrence.
- Oversee maintenance of accurate network and circuit diagrams, configuration records, and service documentation; establish standards for documentation quality and accessibility across the program team.
Stakeholder Engagement
- Serve as a technical point of contact for the CO/COR/IM-12/IM-13 team on wireline matters, providing independent analysis and recommendations.
- Coordinate with the TVT team for order submission and fulfillment tracking, applying independent judgment to resolve issues that arise during the fulfillment process.
- Liaise with vendors, carriers, and internal DOE stakeholders to resolve service issues and manage escalations, applying independent judgment to determine appropriate resolution strategies.
- Support GETS/WPS/TSP emergency telecommunications activities as needed, coordinating with DHS Office of Emergency Communications and ensuring DOE compliance with priority telecommunications service requirements per PWS Section 2.1.3.
