Senior Contact Center Leader - Federal Programs

Systems Integration, Inc. (SII); United States; On-site; USD 120,000 - 170,000; Full time

Job summary

Systems Integration, Inc. (SII) seeks a Sr. Contact Center Manager to lead enterprise-wide contact center operations for a Federal agency, overseeing omnichannel service delivery, workforce performance, quality, and continuous improvement.

You will drive forecasting, scheduling, escalations, and reporting, ensuring security, privacy, and compliance with FedRAMP/NIST standards while coordinating with ServiceNow and Genesys Cloud.

Qualifications

• Bachelor's degree in business, information systems or related field.
• 8–10 years of progressive contact center leadership experience.
• Experience managing enterprise, multi-site, multi-channel centers.
• Strong skills in workforce management, QA, training, reporting.
• Knowledge of CRM and cloud contact center platforms.

Responsibilities

• Lead day-to-day contact center operations across agency programs.
• Oversee workforce, quality, training, and performance coaching.
• Coordinate omnichannel engagement across voice, email, web, chat.
• Manage ServiceNow and Genesys Cloud integrations.
• Ensure compliance with federal security and records management.

Skills

Leadership

Forecasting

Workforce management

Quality assurance

Stakeholder management

Education

Bachelor's degree or higher

Tools

ServiceNow

Genesys Cloud

Job description

Systems Integration, Inc. (SII) seeks a Sr. Contact Center Manager to lead enterprise-wide contact center operations for a Federal agency, overseeing omnichannel service delivery, workforce performance, quality, and continuous improvement.

You will drive forecasting, scheduling, escalations, and reporting, ensuring security, privacy, and compliance with FedRAMP/NIST standards while coordinating with ServiceNow and Genesys Cloud.