Cloud-Based Contact Center Solution (UCaaS/CCaaS /IVR) SME with Project Management Experience
Full Time
Washington, DC 20210
$135,000 - $216,000 a year
Posted
Job description
Responsibilities:
Day to Day Work Responsibilities:
Preferred Qualifications:
Peraton is currently seeking skilled and qualified candidates for their Cloud-Based Contact Center Solution Subject Matter Expert position on the DOL ITOM program. The Cloud-Based Contact Center Solution SME will be an architect and technical project manager, who supports migrating from an on-premises retiring IVR system to a Cloud-based Contact Center as a Service (CCaaS) solution. This position will work closely with Federal Managers, Subject Matter Experts, Sr. Engineers, and Service Desk technicians on system transition, development, deployment, integration, and enhancement.
Day to Day Work Responsibilities:
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.
Basic Qualifications:
- Bachelor’s degree with 12-15 years related work experience or master’s degree with 10-13 years related work experience or high school diploma/or equivalent with 16+ years related work experience.
- U.S. Citizenship
- 10 years of Contact Center solution experience are required
- Ability to obtain and maintain a public trust clearance.
- Ability to manage 7+ team members in a matrixed, fast moving and highly charged political government environment while maintaining team focus, productivity, and delivery.
- Previous 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.
- Experience in Agile development methodology.
Preferred Qualifications:
- Certification in Project Management
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
Target Salary Range: $135,000 - $216,000. This represents the typical salary range for this position based on experience and other factors. EEO Tagline (Text Only): An Equal Opportunity Employer including Disability/Veteran.
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