About the Role
Contact Center Technical Manager
locations
US – Remote (Any location)
US – VA, McLean
time type
Full time
job requisition id
22954
Job Family:
Technology Consulting
Travel Required:
Up to 25%
Clearance Required:
Active Secret
What You Will Do:
Ensures all systems (telephony, CRM, software) are functioning correctly and support day-to-day operations.
- Lead the technical team to maintain and troubleshoot contact center technology (e.g., ACD systems, chatbots, IVR systems).
- Support the implementation of new tools or upgrades.
- Ensure data security and compliance with relevant regulations.
- Collaborate with external vendors for system integration or support.
What You Will Need:
- An ACTIVE and MAINTAINED SECRET Federal or DoD security clearance
- Bachelor’s degree
- SEVEN (7) or more years of experience managing technical systems
- Experience in building, customizing, and maintaining major contact center systems such as Amazon Connect, Genesys, NICE, etc.
- Experience overseeing command center operation including real-time monitoring and adjustment of phone system, 300+ support agents, and issue resolution
What Would Be Nice To Have:
- Federal government experience is a plus
- Knowledge/Experience in Genesys software