Cloud-Based Call Centre SME

We are seeking to fill a

• Position: Cloud-Based Call Centre SME

• Location: Washington, DC

• Position Type: Contract

• Travel: No

• Lead projects from agency's demands, manage O&M activities, and system transition.
• Lead the team to maintain the Contact Center applications, systems and networks associated with Contact Center technologies within the defined SLAs. Establish the Service Desk responsibilities and shifts to ensure meeting Service SLAs on tickets. Review ServiceNow INCs/TASKs; Monitor status, assign, and update tickets as needed.
• Present the Root Cause Analysis documentation and mitigation recommendations to federal management
• Collect project requirements, provide Level of Effort estimates and project plans, prioritize work items, and manage schedule, milestones, and deadlines. Provide the project deliverables and status to the customers and upper management. Ensure on-time, quality delivery.
• Execute ad hoc tasks from OCIO upper management and customers.
• Configurations and programming for the system as needed.

• Ability to manage 7+ team members in a matrixed, fast-moving and highly charged political government environment while maintaining team focus, productivity, and delivery.
• Manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets. Make sure the team meets the meeting Service Level Agreements (SLAs).
• Experience leading senior technical resources, working together on strategy, technical solutions and customer needs.
• Requires deep-level knowledge of telephony applications and platforms such as
  Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc. Advanced working knowledge of telephony solutions and system architectures.
• Highly experienced with
  Cloud-based Contact Center as A Service (CCaaS) with various system integrations, solution planning, implementation, configuration, system maintenance, and software programming on the telephony system, which is tightly integrated with Verizon SIP Trunks, Cisco Telephony Equipment, Cloud or on-premises CRM applications, SQL Server Database and Cloud Data Warehouse.
• Deep understanding in call center/telephony data and backend monitoring and reporting tools.
• Expert in the Call Flow development environment
• Strong client-facing consulting skills.
• Experience in Agile development methodology

• BS in Computer Science, Engineering, Telecommunication, or a related field.
• 7 years of Contact Center solution experience are required.
• Project Management related certification is preferred.
• US Citizenship or Green Card holder is required.
• Ability to obtain public trust clearance.

• Medical, Dental, Vision Insurance
• Paid Holiday/Annual/Sick/Personal Leave
• Short-Term/ Long-Term Disability Insurance
• Disability Insurance
• Life Insurance
• Employee Stock Ownership Program (ESOP)
• Generous 401(k) Company Plan
• Education Assistance
• Professional Development Programs Reimbursement