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Centers of Excellence: Supervisory Contact Center Modernization Specialist

Coming soon

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Basic information

Open to U.S. citizens or nationals (residents of American Samoa and Swains Island). Subject to background check. Full information will be available on USAJOBS.

Supervisory status: Supervisory

Job title: Centers of Excellence: Supervisory Contact Center Modernization Specialist

Official title in USAJOBS: Supervisory Information Technology Specialist (SYSANALYSIS)

Number of vacancies: 1

Location: Anywhere in the U.S. (remote)

Salary range: GS-15 ($143,736 to $191,900)

Your salary, including base and locality, will be determined upon selection, dependent on your actual duty location. Please note the maximum salary available for the GS pay system is $191,900. For specific details on locality pay, please visit OPM’s Salaries & Wages page or for a salary calculator OPM’s 2024 General Schedule (GS) Salary Calculator. You can find more information in our compensation and benefits section.

Travel requirement: Occasional travel may be required up to 10%-20% per year.

Work schedule: Full time.

Appointment type: This is a permanent position.

Learn more about the benefits of working at GSA and TTS.

Role summary

We are looking for a Contact Center Modernization Specialist to join the Technology Transformation Service (TTS) as part of the IT Modernization Centers of Excellence (COE) to help develop and improve the contact center capabilities and services of our partner agencies.

The CoE deploys technology modernization leaders with industry support across the federal government to bring about enterprise-wide, lasting organizational change and deliver value to the American public.

As the Supervisory Contact Center Modernization Specialist you will oversee a group of experienced, mid- to senior-level Contact Center Modernization experts whose mission is to improve the lives of the public and public servants by transforming how the government uses technology. You will accelerate our growth by creating and maintaining partnerships with government agencies and programs. You’ll help agency leadership make sense of the complex digital landscape and how CoE’s services can benefit their Contact Center programs and users. You’ll establish and maintain trusted relationships with our government partners, and set up and lead engagements to be successful.

You will lead a team of expert contact center modernization consultants, and serve as senior subject matter expert in the areas of contact center multi-channel and/or omnichannel technologies, platforms and operations. You will collaborate with agency partners to design, plan, and deliver on key contact center and customer experience modernization strategies that will drive optimizations and improvements in the security, agility, responsiveness, and efficiency of the agency’s public facing infrastructure and processes.

Key objectives

1. Provide coaching, mentorship, and professional development opportunities; support employee wellbeing

  • Ensure continued Contact Center Modernization in modern project management best practices (such as Agile) and delivery within the Contact Center Center of Excellence.

  • Communicate regularly with your team, as a group and in 1:1s, to provide mentorship and guidance, and help remove obstacles to their success.

  • Steward staff’s professional development by identifying appropriate training, developmental assignments, and/or details. Incorporate equity and inclusion into training, speaking events, and experiential learning opportunities. Tailor approaches to individuals’ needs.

  • Work with individuals to identify and develop their strengths, helping team members pursue opportunities that enhance their talents.

  • Constructively address situations, issues, and behaviors that impede success. Initiate difficult conversations and clearly communicate and follow through with corrective actions.

  • Ensure employees receive reasonable accommodations and that team events are accessible.

  • Support the onboarding of new staff.

  • Document employee performance plans and conduct mid-year and end-of-year performance evaluations.

  • Promote collective success; make time for collaborative decision-making in project work; acknowledge how others’ contributions led to achievements; and create shared ownership of success, risks, and accountability.

  • Collaborate across roles and organizations to build strategic relationships, achieve common goals, and to resolve sensitive issues.

  • Collaborate across organizations to build strategic relationships, achieve common goals, and to resolve sensitive issues.

2. Provide technical leadership to project teams

  • Manage and direct highly complex and innovative projects related to the delivery of Contact Center products, platforms, or services to agencies and the public.

  • Find entrepreneurial and creative solutions to organizational challenges.

  • Translate client needs into scoped engagements that match CoE’s value proposition and areas of expertise.

  • Help to shepherd partners through the agreements process.

  • Help teams align on and adhere to shared processes, maintain high standards, and resolve conflicts. Connect teams to resources, amplify team successes, and help teams to pivot or adapt as needed.

  • Identify risks to project delivery and seize opportunities.

  • Help create enduring change at agencies, including the adoption of innovative tools and techniques.

  • Utilize modern project management practices to oversee engagements financial and contractual compliance.

  • Promote collective success; make time for collaborative decision-making in project work; acknowledge how others’ contributions led to achievements; and create shared ownership of success, risks, and accountability.

  • Develop and maintain positive relationships at various levels within organizations and champion diversity, equity, inclusion, and accessibility.

  • Serve as a central leader partnering with other CoE supervisors to resolve client specific and delivery challenges.

  • Promote client needs inside of CoE / TTS / GSA in order to refine agency offerings

  • Set customer meetings, align stakeholders, and provide timely responses to inquiries and urgent requests.

3. Provide strategic leadership

  • Along with the rest the CoEs leadership, set the vision for the Centers, aligning with TTS vision, mission, and values.

  • Coordinate with other members of the CoE leadership team to develop guidance and organizational communication.

  • Collect feedback to discuss successes and challenges, and share patterns and key feedback with the rest of the CoE leadership team.

  • Research, develop, and encourage delivery best practices and create space for experimentation and iteration.

  • If involved in hiring actions, ensure Equal Employment Opportunity (EEO) regulations are followed throughout recruitment, hiring, and selection processes.

  • Set strategy for knowledge management such that key information is carried forward, to make the Center resilient to turnover.

  • Maintain a work environment of respect, diversity, equity, inclusion, accessibility, mutual support, flexibility, collaboration, continuous learning, and commitment to partner needs. Ensures all perspectives are valued and included. Uphold TTS values of inclusion, integrity, and impact.

  • Promote transparency in how decisions are made. Regularly includes others in planning and decision-making.

  • Participate in and lead partner-facing work and business development efforts.

  • Represent CoE to external parties, such as speaking at conferences, writing blogs, or speaking to the press.

  • Collaborate with the head of Partnership and client agencies to define goals, outline statements of work, and produce deliverables.

  • Use a consultative sales approach to qualify and close new business leads on introductory, subject matter expert (SME), and follow-up calls.

  • Comfortably speak to the value of our methodologies (iterative, human-centered, open) to a variety of audiences.

  • Where appropriate, find opportunities to integrate execution of roadmap with other TTS-wide services/products (e.g., login, cloud.gov).

  • Deepen customer relationships and retain clients by balancing their needs with budget, innovation, and long-term growth potential.

4. You will help federal agencies develop and execute contact center and customer experience modernization strategies incorporating leading technology, and best practices to ensure solutions can meet their current and future needs in an efficient, sustainable, agile, and adaptable manner.

  • Design enterprise-level contact center solutions using user story definition, and holistic journey mapping while also incorporating standard operating procedures and best-practice methodologies

  • Ability to collect and analyze current contact center operations, data and reports to develop future-state recommendations for optimization and transformation.

  • Lead the development and maintenance of strategic application technology portfolios, and roadmaps, to support or drive solution development or product selection

  • Ability to incorporate standard operating procedures, training, QA programs and best practice methodologies into contact center operations

  • Partner with agency program leads to drive alignment and integration of new contact center technology and integration with other third-party or internal applications

  • Incorporate knowledge management and customer relationship management systems best practices to improve the agent experience and the agency’s overall customer experience

  • Support the implementation of intelligent system solutions to leverage robotic process automation (RPA) & artificial intelligence (AI) to help anticipate user needs, augment conversations and automate routine tasks

  • Interface with agency data and security teams to address gaps and risks and assist in the overall design and build of security features

  • Develop and track performance metrics, customer feedback, quality assurance and other KPI’s

Qualifications

Provide as much detail as possible on your resume so that we can evaluate your previous experience. Follow our guidance on creating a federal style resume.

Failure to provide required information may result in disqualification.

For each job on your resume, provide:

  • The exact dates you held each job (from month/year to month/year or “present”)
  • Number of hours per week you worked (if part time)

SPECIALIZED EXPERIENCE REQUIREMENTS:

To qualify, you must have one (1) year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is defined as follows:

  • Supervising the work of an organization through efforts involving identifying, developing, delivering, and/or supporting introduction of new technologies to rework IT business practices and delivery.
  • Performing system analyses, application of process reengineering concepts, and new information technology sufficient to define opportunities for new, improved, or enhanced business process IT systems solutions.
  • Developing and interpreting guidelines, procedures, and strategies governing planning and delivery of IT systems solutions.
  • Applying interrelationships of multiple IT specialties.

How to Apply

Get notified when this position is open for applications.

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