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Centers of Excellence: Contact Center Modernization Specialist

Coming soon

Get notified when this position opens.

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: Non-Supervisory

Job title: Centers of Excellence: Contact Center Modernization Specialist

Official title in USAJOBS: IT Project Manager (SYSANALYSIS)

Number of vacancies: 3

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 $183,500. 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] https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/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 capabilities and services of our partner agencies.

As an expert contact center modernization consultant, you are well versed in 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. 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

2. You will promote the adoption of modern technology practices through teaching, coaching, and knowledge sharing.

  • Practice and enthusiastically share project management and agile methodologies throughout all stages of the project lifecycle.

  • Inspire honesty and integrity through open communication and liberal knowledge sharing across multi-disciplinary teams.

  • Create compelling case studies on how users are benefiting from the program, providing a special focus on lessons learned.

  • Capture specific capabilities (e.g. strategies, roadmaps, playbooks) to document good practices across government.

3. Practice an exceptional level of customer service with all partners, providing a unique, tailored experience.

  • Ability to explain product or services (contact center) to people who have varying levels of technical knowledge — always meet the agency partner where they’re at.

  • Ability to empathetically guide our agency partners through the bureaucracy of the sometimes long and arduous compliance and security processes.

  • Skillfully map specific inquiries to product capabilities, identifying the product that best meets the agency partner’s needs.

  • Serve as a liaison between the stakeholders and the project teams, delivering feedback to the team, enabling them to make necessary changes to product performance or presentation.

  • Support a safe, inclusive workplace and a positive team culture where all team members value diversity and individual differences.

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:

  • Leading contact center and customer experience operations for (at least two) government agencies or private sector enterprises;
  • Strategizing with senior leaders to identify clear key priorities and opportunities to modernize IT, create operational efficiency, improve customer experience, and communicate complex recommendations;
  • Leading client-facing projects or initiatives;
  • Collaborating with cross-functional teams to achieve organizational or project objectives and deliverables; and
  • Developing and maintaining roadmaps, conducting interviews and collaborative work sessions with stakeholders, staff, and customers.

How to Apply

Get notified when this position is open for applications.

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