Technology Lead, Contact Center Platforms

Edgewater Federal Solutions, Inc.

12h•Remote

About The Position

Edgewater Federal Solutions is seeking a Technology Lead, Contact Center Platforms to own the technical foundation of a large-scale, 24/7/365 contact center supporting mission-critical operations in a Department of Defense environment. This role combines hands-on platform administration, data and reporting leadership, and forward-looking technology evolution — including AI, automation, and process modernization — to drive operational efficiency and deliver a best-in-class service experience. The Technology Lead serves as the technical SME across the contact center's core platforms (NICE CXone, Oracle Service Cloud / RightNow, and related reporting and integration tools), serves as the technical point of contact for the Oracle Service Cloud to Oracle Fusion Service migration, and leads the identification and implementation of AI, automation, and process improvement initiatives that modernize how the contact center operates. This is a transformation-oriented role. The successful candidate will be equally comfortable administering production platforms and pitching a roadmap for modernization.

Requirements

Active Secret clearance (required at time of hire).
Minimum 5 years administering a production contact center platform (NICE CXone, Genesys Cloud, Five9, Avaya, or equivalent) supporting 20+ concurrent agents in a 24/7 operational environment.
Demonstrated experience leading AI, automation, or modernization initiatives in a contact center environment. Examples include agent-assist tools, virtual agent or chatbot deflection, RPA workflows, predictive routing, automated quality scoring, AI-augmented knowledge retrieval, or conversational AI design. The successful candidate will be able to speak concretely about initiatives they have led, the outcomes delivered, and the lessons learned.
Working knowledge of enterprise CRM or ticketing platforms (Oracle Service Cloud, Salesforce Service Cloud, ServiceNow, Zendesk, or equivalent) sufficient to own configuration, reporting, and data management. Prior Oracle experience is preferred but not required; candidates with strong platform fundamentals and the ability to ramp quickly on Oracle Service Cloud will be considered.
Strong analytical and reporting skills, including report development, data validation, and dashboard design in a contact center context.
Experience working within a structured change management framework in a regulated or compliance-driven environment.
Bachelor's degree in a technical discipline, or equivalent combination of education and professional experience.
Ability to operate effectively in a fully remote environment with distributed team members, vendors, and customer stakeholders.

Nice To Haves

Hands-on experience with RPA or low-code automation platforms (UiPath, Microsoft Power Automate, Microsoft Copilot Studio).
Experience designing or administering conversational AI, virtual agent, or IVR bot solutions.
NICE CXone certification (CCCA, Implementation Certification, or Studio Developer).
Experience administering Oracle Service Cloud, Oracle RightNow, or Oracle Fusion Service.
Prior experience supporting a CRM / ITSM platform migration (Oracle, Salesforce, ServiceNow, or equivalent).
Experience supporting contact center operations on a federal or Department of Defense contract.
Experience with SAML/OIDC-based SSO and MFA implementations integrated with enterprise contact center platforms.
Experience with ISO 9001, ISO/IEC 20000-1, ISO/IEC 27001, or CMMI-aligned operational environments.
Understanding of federal cybersecurity frameworks including DFARS 252.204-7012 and NIST SP 800-171.

Responsibilities

Serve as the senior administrator for NICE CXone, including IVR design, ACD queue configuration, skill-based routing, workforce management integration, user and role management, and studio script maintenance.
Own Oracle Service Cloud / RightNow administration, including workspace configuration, workflow rules, custom fields, report development, and system integrations.
Lead troubleshooting and root cause analysis for platform-level issues; coordinate vendor escalations with NICE, Oracle, and supporting partners.
Maintain configuration documentation, change logs, and the contact center CMDB; ensure all platform changes follow the program's change management process.
Own the contact center's reporting architecture across Oracle Service Cloud, NICE CXone, and supporting data sources; ensure data integrity, report accuracy, and timeliness of all recurring and ad-hoc deliverables.
Design and maintain operational dashboards, SLA monitoring views, and executive-level reporting for program leadership and the customer.
Develop and refine metrics that measure contact center performance, quality, customer experience, and operational efficiency.
Support the program's monthly, weekly, and daily reporting cadence by ensuring underlying data pipelines and report queries function reliably.
Provide analytical support for capacity planning, volume forecasting, staffing models, and performance trend analysis.
Serve as the program's technical point of contact for the Oracle Service Cloud to Oracle Fusion Service migration, partnering with the systems integrator, customer technical leadership, and program stakeholders.
Own program-side migration readiness, including data validation, workflow and configuration review, UAT participation, test case development, and defect tracking.
Lead post-migration stabilization, including user support, issue triage, and optimization of Fusion configuration based on operational feedback.
Translate operational requirements into technical specifications the SI can execute against; represent the contact center's operational needs in design and architecture discussions.
Maintain a working knowledge of Oracle Fusion Service capabilities and proactively identify opportunities to leverage native Fusion features post-migration.
Develop and maintain a modernization roadmap for the contact center technology stack, aligned to program strategic objectives and customer priorities.
Identify, evaluate, and pilot AI capabilities including agent-assist, conversational AI, automated ticket classification and routing, knowledge retrieval augmentation, quality monitoring automation, and customer self-service deflection.
Evaluate and implement automation opportunities using RPA, low-code platforms (Power Automate, UiPath, or equivalent), and native platform automation features to reduce manual effort and improve consistency.
Partner with Operations, Quality, and Training leadership to identify high-friction processes and design technology-enabled solutions that improve efficiency, analyst experience, and customer outcomes.
Measure and report on modernization initiative outcomes, including efficiency gains, quality impact, cost avoidance, and customer satisfaction.
Maintain external awareness of contact center technology trends, emerging AI capabilities, and industry best practices; translate that awareness into actionable recommendations.