Req ID: RQ203860
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: Other
Job Family: Information Systems Management
Skills:
Call Center Solutions,Contact Center Software,Contact Centre Technology,Salesforce Platform
Certifications:
Salesforce Certified Administrator - Salesforce
Experience:
4 + years of related experience
Job Description:
As a Contact Center Technology Manager, you will oversee the management, optimization, and implementation of technology systems supporting the customer's contact center operations. This role is responsible for ensuring the seamless functioning of contact center platforms, including telephony systems, CRM integrations, workforce management tools, and any other supporting technologies. The ideal candidate will have a strong background in contact center operations, technical expertise in relevant systems, and the ability to lead cross-functional teams in a fast-paced, customer-driven environment.
Technology Strategy & Planning:
Develop and execute the technology strategy for the contact center, ensuring alignment with customer and business objectives.
Stay current with industry trends, emerging technologies, and best practices to continually enhance contact center performance.
Collaborate with business leaders to understand customer service goals and recommend tech solutions to improve operational efficiency and customer experience.
Ensure compliance with security requirements and standards
Introduce AI forward contact center solutions using NLU, NLP, LLMs, and Agentic AI.
System Design & Implementation:
Lead the selection, design, configuration, and implementation of new technologies and platforms for the contact center.
Manage the integration of third-party systems and applications (CRM, WFM, IVR, etc.) into the existing contact center ecosystem.
Ensure that all systems are optimized for reliability, scalability, and security.
System Maintenance & Optimization:
Oversee the monitoring and maintenance of contact center technologies to ensure optimal performance and uptime.
Troubleshoot and resolve technical issues related to telephony, CRM, WFM, and other contact center software.
Collaborate with IT and external vendors to address any system outages or performance degradation in a timely manner.
Team Leadership & Collaboration:
Lead, mentor, and manage a team of technical professionals, including system administrators, analysts, and developers.
Provide training and guidance to the contact center staff on new technology tools and solutions.
Partner with cross-functional teams, including IT, operations, and customer service, to implement new initiatives or resolve issues.
Performance Analytics & Reporting:
Implement reporting systems to track key performance indicators (KPIs) and system metrics to gauge the effectiveness of technology solutions.
Utilize data insights to make recommendations for continuous improvement in technology tools and processes.
Provide regular updates to leadership on the performance, ROI, and opportunities for optimization of contact center technologies.
Vendor Management:
Manage relationships with technology vendors, service providers, and consultants.
Oversee contracts, service level agreements (SLAs), and performance reviews with third-party vendors to ensure service quality and compliance.
Ensure timely delivery of software updates, system patches, and feature enhancements.
Budgeting & Cost Management:
Develop and manage the budget for the contact center technology portfolio.
Identify opportunities for cost-saving measures through more efficient use of technology.
Ensure all technology projects are completed on-time and within budget.
WHAT YOU'LL NEED TO SUCCEED:
Required:
Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area.
4+ years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats.
Salesforce Certified Administrator and/or Salesforce Certified Technical Architect.
Experience in contact center solution design, architecture, and implementation.
Expertise in technical planning, design, configuration, implementation, operations, modifications, and maintenance of all contact center technologies
Desired:
2+ years of experience with design, implementation, operation, and maintenance of SaaS based contact center solutions leveraging Agentic AI, LLM, NLP, and NLU
Deep understanding of federal security requirements
Experience with federal authority to operation (ATO) / A&A processes
? Location: Philadelphia, PA, Indianapolis, IN or Albuquerque, NM
?The selected applicant will be subject to a government security investigation and must meet suitability requirements for Public Trust.
GDIT IS YOUR PLACE:
? Full-flex work week to own your priorities at work and at home
? 401K with company match
? Comprehensive health and wellness packages
? Internal mobility team dedicated to helping you own your career
? Professional growth opportunities including paid education and certifications
? Cutting-edge technology you can learn from
? Rest and recharge with paid vacation and holidays
The likely salary range for this position is $125,528 - $169,832. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
