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IT Contact Center Modernization Lead

Job Title
IT Contact Center Modernization Lead
Job ID
McLean,  VA
Other Location
Job Profile
IT Project Manager
Job Description
Serve as a trusted advisor to the federal government by providing strategic guidance focused on a large multi-site and multi-channel contact center modernization.  Develop and present detailed CRM transition approach and assess transition feasibility, impacts, and risks. Provide client strategic support to include identification of strategic objectives and priorities, analysis of contact center best practices, and conduct vendor research. Lead and/or support contact center process improvement tasks , which may include facilitating stakeholder interviews and current state and future state analysis. Provide project management support to implement new technologies and/or initiatives. Support the client in addressing strategic and operational changes that impact the client’s technical environment and contact center landscape, (e.g., demographics, legislative mandates, and advancements in technology). Utilize technical knowledge of the systems development life cycle to identify and assess the impact of recommendations in the areas of technology, people and processes. Present findings and recommendations to a senior audience.

Location: McLean, VA
Travel Requirements: Flexibility to travel within the DC and Baltimore metro areas

Basic Qualifications:
  • Comprehensive understanding of current multi-channel contact center technologies that include CRM applications (Oracle/Siebel, Pega, Salesforce, etc.) and telecom infrastructure (Genesys, Avaya, etc.); contact center operations (work force management, reporting metrics, quality assurance, etc.); and contact center processes (call handling, escalations, etc.)
  • Experience leading or supporting large public or private sector multi-channel contact center modernization effort
  • Management consulting experience required, with at least 5+ years project management or strategy experience focused on contact centers in public or private sector
  • Experience with process improvement analysis (e.g., conducting stakeholder interviews, performing as-is/to-be analysis, development of tactical recommendations)
  • Ability to collect requirements and data points from multiple stakeholders and develop process maps to document process flows using Vizio and other diagramming applications
  • Understanding of project management methodologies (processes, best practices, tools, and templates)
  • 5+ years’ experience working with projects using the Software/Systems Development Life Cycle (SDLC)
  • Experience introducing innovation through proof of concepts and white papers
  • Must be a self-starter with the ability to work effectively independently and in team settings
  • Independently performs detailed qualitative or quantitative analyses to develop recommendations that address challenging client issues
  • Excellent verbal and written English communication skills and interaction with clients and other teams
  • Strong writing (e.g., whitepapers, decks) and presentation skills with a focus on attention to detail

Additional Qualifications:
  • Knowledge of current contact center industry trends and current technologies
  • Experience briefing clients and senior management on strategic initiatives
  • Experience managing and working on multiple concurrent tasks, projects and priorities in a fast paced matrix-managed environment to meet aggressive deadlines
  • Clearance: Clearable
  • Education: Bachelors in IT related field
  • Certification: PMP (preferred)​​​​​​


ThunderYard Solutions is proud to be an Equal Opportunity Employer.  We don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our community, and our customers.  All applicants will be considered for employment without discrimination of race, color, religion, or belief, national, social, or ethnic origin, sex, age, physical, mental, or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, protected veteran status, family medical history or genetic information.

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