AI-Driven Contact Center Lead

BTI; Washington (District of Columbia); On-site; USD 110,000 - 160,000; Full time

Job summary

BTI seeks a Contact Center Lead to manage the full spectrum of operations within the Federal and civilian contact center environment. You will oversee staffing, performance, and service delivery while driving AI-based automation initiatives across human-agent and bot-enabled channels.

You will guide UX design activities, including user personas and interface polish, to ensure intuitive, accessible experiences. Collaboration with IT and external developers is critical to success.

Qualifications

• Bachelor's degree from an accredited college or university.
• Project Management Professional (PMP) Certification, or equivalent.
• 8+ years of contact center experience, including 3+ years managing a center of similar size and complexity.
• Experience leading 6+ agent teams and coordinating with IT staff.
• Proven ability to communicate effectively and deliver presentations to management.
• Experience with modern contact center technologies and UX practices.
• Experience deploying, training, and improving AI-based contact center tools.
• Experience integrating AI tools with human-agent workflows and responsible AI practices.
• US Citizen.

Responsibilities

• Oversee overall management of user exchange operations within the Contact Center.
• Serve as SME and primary authority for contact center performance, staffing, and service delivery.
• Perform capacity planning, staff scheduling, and workload projections.
• Mitigate operational challenges using AI-based automation and virtual agents.
• Coordinate activities with third-party developers and resolve inquiries with providers.
• Oversee UX artifacts development, including personas and interaction design of interfaces used by the contact center.
• Identify and prioritize UX problems across human-agent and AI channels; track to resolution.
• Lead or oversee qualitative and quantitative research to support UX recommendations.
• Oversee deployment, training, and continuous improvement of AI tools supporting the center.

Skills

Contact center leadership

Staff scheduling

AI-based automation

UX design

Project management

AWS Connect

Salesforce

KnowledgeBase tools

XML testing tools

AI model tuning

Performance analytics

Cross-functional collaboration

Education

Bachelor's degree

PMP Certification

Tools

AWS Connect

Salesforce

Adobe Captivate

KnowledgeOwl Knowledge Base

Altova XMLSpy

Job description

BTI seeks a Contact Center Lead to manage the full spectrum of operations within the Federal and civilian contact center environment. You will oversee staffing, performance, and service delivery while driving AI-based automation initiatives across human-agent and bot-enabled channels.

You will guide UX design activities, including user personas and interface polish, to ensure intuitive, accessible experiences. Collaboration with IT and external developers is critical to success.