Address
Form of workResponsibilities
Qualifications
Target Salary Range
$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.
- Provides both new and existing customers with the best customer service possible in relation to billing inquiries, service requests, suggestions, and complaints. Employees provide timely responses to customer inquiries that can be received by telephone, email, website forms, chat-boxes, or through in or outbound service centers. May be responsible for processing orders, bills and accounts, applications for service, or maintenance requests. Employees troubleshoot and resolve customer complaints with attention to timely responses and quality customer service.
- Lead projects from agencies' 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, manage schedule, milestone, and deadline. 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
Qualifications
- 6+ years of experience. Lead experience preferred.
- 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 the 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 varies 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
Target Salary Range
$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.
