Contact Center Lead

BTI•Washington, DC

About The Position

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: 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 chatbots and automated resolution channels — support comfortable, effective, and accessible use. 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.

Requirements

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.
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.

Responsibilities

Overall management of user exchange operations within the Contact Center.
Serve as the subject matter expert and primary authority for contact center performance, staffing, and service delivery.
Perform capacity planning, staff scheduling, and workload projections in accordance with performance standards.
Keep Federal Program/Project Managers informed of all operational problems, risks, and accomplishments.
Anticipate operational challenges and proactively mitigate them using current contact center technologies, including AI-based automation and virtual agent solutions.
Serve as the single point of contact for all aspects of contact center operations.
Coordinate activities with the third-party developer community.
Resolve questions and disputes with service providers.
Apply knowledge of human abilities, limitations, and characteristics to ensure user-facing tools and interfaces support comfortable, effective, and accessible use.
Oversee the development of UX artifacts such as personas.
Guide the look, feel, and interaction design of websites and web-enabled applications used by the contact center.
Identify UX problems surfaced through testing or customer feedback and validate, prioritize, document, and track those issues to resolution.
Lead or oversee qualitative and quantitative research, including surveys, to deliver UX-related recommendations to stakeholders.
Oversee the deployment, training, and continuous improvement of AI-based tools supporting the contact center, ensuring accuracy, effectiveness, and appropriate integration with human-agent workflows.