Salary: $94,620.00 - $127,248.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number:
Department: Washington Technology Solutions
Division: ETS NSD
Opening Date: 07/07/2026
Closing Date: 7/21/2026 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step

Description
Cloud Contact Center Supervisor

(IT Network & Telecommunications-Senior Specialist)

About the opportunity:
This position is part of the Cloud Contact Center (CCC) team within WaTech's Network Services Division (NSD). The Cloud Contact Center (CCC) team designs, deploys and supports Microsoft Teams and AWS Connect cloud contact centers, enabling agencies to efficiently deliver services to constituents through voice, chat and other omni channels. The CCC team designs and deploys contact centers and applications that enable agencies to provide services such as economic benefits to residence, processing licenses and certificates, supporting child support and childcare programs, taking reports of abuse, and assisting with responses to wildfires. The Cloud Contact Center supervisor position reports to the Telephony Service Manager within NSD.
The Cloud Contact Center Supervisor provides operational leadership, workforce planning, service delivery oversight, vendor coordination and customer engagement to ensure reliable, secure, and scalable contact center services that support state agency business operations and constituent services. This role is responsible for team performance, service quality, resource management, and alignment of service delivery with organizational priorities and customer needs.

Duties
Some of what to expect with this role:

• Provide leadership, mentoring, and supervision to personnel responsible for business needs assessments, requirements analysis, and capacity planning to design contact center technologies that support both WaTech and other state agencies.
• Direct and monitor Cloud Contact Center staff.
• Manage the development and implementation of standards and procedures for Cloud Contact Center staff.
• Identify goals for the Contact Center, focusing on improving customer satisfaction, reducing operational costs and increasing scalability.
• Provide leadership and oversight for the planning, design, implementation, and lifecycle management of Cloud Contact Center solutions delivered by the team.
• Evaluate emerging technologies and service capabilities to improve customer experience, operational efficiency and service value.
• Continuously monitor KPIs and customer feedback to identify areas for improvement and ensure optimization of operations post-launch.
• Analyze service metrics and operational trends.
• Coordinate incident response and escalation activities.
• Lead the development and implementation of service standards, operational procedures and customer engagement practices.
• Build and maintain productive relationships with state agency leadership and customer representatives to understand business needs and ensure successful service outcomes.

Qualifications
Here's what we're looking for:

• Eleven total years of progressive work experience in Information Technology specializing in Telephony and Contact Center. This experience must include:
  • Three years of experience in large-scale Contact Center applications.
  • Three years of progressive supervisor or lead experience.
  • Two years of experience in a customer-facing role.
  • Two years of experience in vendor management and vendor contracts.
• *A bachelor's degree in information technology or a related field can be used in lieu of four years of total years of experience.

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others

Preference may be granted to applicants with the following:

• Two years of AWS Connect experience, building, deploying and supporting Cloud Contact Center.

Supplemental Information
Telework: This position is approved for telework; however, the incumbent must reside in Washington state due to onsite requirements related to supervisory duties, customer engagement, whiteboarding sessions, and other in-person needs.
What WaTech offers:

As an employee of WaTech, you'll have access to an outstanding that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.

While WaTech is headquartered in Olympia, Washington, which is near some of the country's most , we are able to offer many of our positions telework and flexible schedule options to help support a healthy work-life balance.

Additional information about this role:

• This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability to perform in the position and is a continued condition of employment.

How to apply:

Applications for this recruitment will be accepted electronically. Please select the large "apply" button at the top of this announcement. In addition to completing your online application, please also include the following attachments:

• A current resume detailing your applicable experience, training and/or education.
• A letter of interest highlighting how your experience aligns with the outlined job posting.

Top candidates will be asked to provide a list of their professional references with contact information.
Reminders:

• A real person is reviewing your application material. It is in your best interest to complete the application in its entirety and review thoroughly before submitting. You will not be eligible to re-apply for this posting for 30 days.
• Applications with missing or incomplete fields, or supplemental question responses such as "see resume" may be considered incomplete and removed from consideration.

By submitting your materials, you affirm that all information is true and correct. Any untruthful information is cause for removal from the applicant pool. If hired as a result of this recruitment, the discovery of incorrect or falsified information may lead to disciplinary action or dismissal.
Recruitment process:

The first round of application assessments will be conducted seven days after the initial job posting date. The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date. It is to the applicant's advantage to apply as early as possible. This recruitment may be used to fill multiple positions.
The salary range reflected above reflects the full potential for this position. The base pay offered to the selected candidate will consider the candidate's specific qualifying experience and internal equity of the existing team.
Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to
If you'd like to request an accommodation for any part of the selection process, or to receive the application material in an alternate format, please contact Human Resources at (360) 407-8242 or .Persons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required