Contact Center Lead (Must Be A US Citizen)

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

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

BTI is currently searching for a Contact Center Lead to fulfill the roles and responsibilities below:

Roles and Responsibilities:

The Contact Center Lead is responsible for the overall management of user exchange operations within the Contact Center.

This individual serves as the subject matter expert and primary authority for contact center performance, staffing, and service delivery.

The Contact Center Lead performs capacity planning, staff scheduling, and workload projections in accordance with performance standards, and keeps Federal Program/Project Managers informed of all operational problems, risks, and accomplishments.

This role anticipates operational challenges and proactively mitigates them using current contact center technologies, including AI-based automation and virtual agent solutions.

The Contact Center Lead serves as the single point of contact for all aspects of contact center operations, coordinates activities with the third-party developer community, and resolves questions and disputes with service providers.

In addition to operational leadership, the Contact Center Lead applies knowledge of human abilities, limitations, and characteristics to ensure that user-facing tools and interfaces — including AI

This includes overseeing the development of UX artifacts such as personas to organize, structure, and label content effectively, and guiding the look, feel, and interaction design of websites and web-enabled applications used by the contact center.

The Contact Center Lead identifies UX problems surfaced through testing or customer feedback — across both human-agent and AI-assisted channels — and validates, prioritizes, documents, and tracks those issues to resolution.

This role also leads or oversees qualitative and quantitative research, including surveys, to deliver UX-related recommendations to stakeholders.

The Contact Center Lead oversees the deployment, training, and continuous improvement of AI-based tools supporting the contact center, including chatbots and automated issue resolution systems, ensuring these tools are accurate, effective, and appropriately integrated with human-agent workflows.

Experience/Qualifications:

• Undergraduate degree from an accredited college or university in a course of study directly related to the requirements of this contract.
• Project Management Institute Project Management Professional (PMP) Certification, or equivalent.
• At least eight (8) years of contact center experience, including:
  • At least 3 years successfully managing a contact center of similar size and complexity
  • At least 2 years serving as a contact center supervisor
  • At least 3 years serving as a customer service agent
• Demonstrated success organizing, planning, directing, and coordinating contact center teams of 6 or more agents, including accommodating fluctuations in call volume and coordinating issues with IT staff.
• Demonstrated success preparing effective oral and written communications and delivering presentations to management.
• Experience with state-of-the‑art contact center technologies and UX practices.
• Demonstrated success leading the implementation, operation, and maintenance of contact center infrastructure of similar size and complexity to that required by this contract, including advanced/cloud-based contact center software and tools.
• Experience with AWS Connect, Salesforce, Adobe Captivate, KnowledgeOwl Knowledge Base, and XML testing tools (e.g., Altova XMLSpy).
• Experience using AI‑based contact center tools such as chatbots, virtual assistants, or automated issue‑resolution systems in a live production environment.
• Demonstrated experience training and tuning AI/conversational models — including intent design, conversation flow development, and knowledge base curation to improve accuracy and user outcomes.
• Demonstrated experience monitoring and improving AI tool performance over time, using metrics such as containment rate, escalation rate, resolution accuracy, and user satisfaction to guide iterative improvements.
• Experience in integrating AI‑based tools with human‑agent workflows, including designing effective handoff points between automated and live support.
• Familiarity with responsible AI practices relevant to customer‑facing deployments, such as bias monitoring, data privacy, and human oversight of automated decisions.
• US Citizen