Contact Center Lead (Must Be A US Citizen)

BTI•Washington, DC

About The Position

Business Technology Integrators (BTI) is seeking a Contact Center Lead to manage user exchange operations within the Contact Center. This role requires expertise in contact center performance, staffing, and service delivery, including capacity planning, staff scheduling, and workload projections. The Lead will proactively address operational challenges using current technologies like AI automation and virtual agents, and serve as the primary point of contact for all contact center operations, coordinating with third-party developers and resolving issues with service providers. The position also involves applying knowledge of human factors to user-facing tools and interfaces, overseeing the development of UX artifacts, and guiding the design of websites and web-enabled applications. The Lead will identify and resolve UX problems, lead research to provide UX recommendations, and oversee the deployment, training, and continuous improvement of AI tools such as chatbots and automated issue resolution systems, ensuring their accuracy, effectiveness, and integration with human agents.

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.
US Citizen

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 that user-facing tools and interfaces are effective.
Oversee the development of UX artifacts such as personas to organize, structure, and label content effectively.
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 — across both human-agent and AI-assisted channels — 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, including chatbots and automated issue resolution systems.
Ensure AI tools are accurate, effective, and appropriately integrated with human-agent workflows.
Train and tune AI/conversational models, including intent design, conversation flow development, and knowledge base curation.
Monitor and improve AI tool performance over time using relevant metrics.
Integrate AI-based tools with human-agent workflows, including designing effective handoff points.
Ensure adherence to responsible AI practices relevant to customer-facing deployments.