The Technical Lead is responsible for the overall technical architecture, implementation, operation, and maintenance of all contact center systems and infrastructure supporting the DOL National Contact Center (NCC).
This role ensures that all technology platforms (telephony, CRM, IVR, network, and reporting systems) are secure, reliable, scalable, and compliant with federal standards, enabling seamless multi-channel customer service delivery.
- Lead technical architecture: Design and oversee all contact center systems (telephony, CRM, IVR, network).
- Manage system implementation & integration: Ensure all technologies are properly deployed and integrated.
- Oversee infrastructure & network: Maintain system availability, performance, and redundancy.
- Ensure security & compliance: Enforce federal security standards (FISMA, NIST) and data protection.
- Monitor and optimize performance: Track system performance and implement improvements.
- Handle incidents & escalations: Resolve critical system issues and outages.
- Manage changes: Oversee system updates, upgrades, and releases with minimal disruption.
- Lead technical team: Supervise IT staff and provide technical guidance.
- Support reporting & documentation: Maintain system documentation and provide technical reports.
Ensure continuity of operations: Manage disaster recovery and COOP readiness.
Education- Bachelor's degree in Business Administration, Management, IT, or related field preferred
Minimum requirements
Experience- 8-10+ years of experience in:
- IT systems and infrastructure management
- Contact center technologies
- 3-5 years in a technical leadership role
- Experience managing:
- Large-scale, multi-site environments
- High-availability systems
