Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Call Center, Customer Experience (CX), Innovation

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT seeks a full-time Information Systems Manager to lead Customer Experience (CX) Platforms. With increasing demand for new platform capabilities, we require an experienced hands-on leader to enhance our discipline in supporting these critical platforms and solutions while broadening impact through module expansion, platform integration, and automation.

The successful candidate will own the day-to-day operational relationships between service delivery teams and mission customers. This includes managing and coordinating resources to ensure optimal service delivery, resolving issues in accordance with procedures and service level requirements, and maintaining high standards of customer satisfaction.

Expertise in CCaaS design and development principles is essential, enabling collaboration with external development partners and key stakeholders to deliver enterprise business solutions.

Primary Responsibilities

• Oversee delivery of CCaaS offerings, serving as the primary management contact for service agreements.
• Maintain effective partnerships with cross-functional teams, including strategy, finance, human resources, and supply chain management.
• Identify, design, and implement process improvements to maximize organizational effectiveness and efficiency, drive performance, and deliver exceptional customer experiences. Manage the service area budget.
• Evaluate customer feedback to develop quality improvements in service delivery. Support efforts to simplify and enhance the customer experience.
• Ensure overall systems availability by developing and enforcing design best practices, thorough testing, disciplined promotion, and responsive root cause analysis.
• Partner with leaders, executives, and vendor partners to develop and drive service roadmaps.
• Lead development of marketing toolkits, including demo platform capabilities, white papers, and other materials to shape recommendations.
• Estimate relative work effort for requests to enable effective prioritization for self and team.
• Continuously address people, process, and technology to reduce risk and inefficiency.
• Identify, develop, recommend, and implement sales strategies and tactics for current and future services.
• Support capture and business development efforts, including responding to proposals, requests for information, and whitepapers.
• Manage strategic vendor relationships by engaging TAMs, sales teams, and partner executives to ensure strong operational support, negotiate competitive product pricing, align technology roadmaps with organizational needs, and identify opportunities that advance mission and business objectives
• Own financial management for the CCaaS practice by coordinating with Finance to forecast volumes and labor needs, review and approve vendor invoices, and validate monthly labor reports. Partner with customers to align forecasted demand with annual budget expectations, ensuring accurate planning and accountable fiscal stewardship across the service portfolio.

Required Qualifications

• Bachelor’s Degree in Computer Science, Software Engineering, or a related field.
• Minimum five (5) years’ experience with Contact Center/Service Desk Technology.
• Minimum two (2) years of people management experience.
• Strong analytical and organizational skills.
• Excellent communication and client-facing consulting skills.
• Demonstrated intellectual curiosity; stays current with emerging technologies, maintains a clear plan for ongoing professional development, and actively shares knowledge to elevate team capability.
• Experience implementing technologies such as:
  • Conversational AI/chatbots
  • Virtual agents
  • Intelligent routing
  • Knowledge-Centered Service (KCS)
  • Robotic Process/Agentic Automation (RPA)
  • Workflow automation platforms
  • Agent Assist capabilities
  • Predictive analytics and reporting
• Strong understanding of ITSM and contact center operational metrics, including:
  • Call deflection
  • First contact resolution (FCR)
  • Mean time to resolution (MTTR)
  • Self-service adoption
  • Customer satisfaction (CSAT)
  • Agent utilization/productivity
  • Average Handle Time (AHT)
• Experience with platforms such as:
  • Amazon Connect, Lex, and Bedrock
  • Google CCAI, Vertex, Gemini
  • NICE CXone
  • FreshWorks
  • Genesys
  • ServiceNow, NowAssist, Moveworks
  • BMC Remedy and/or Helix
  • Microsoft Dynamics
  • Salesforce Service Cloud
  • Multifactor Authentication Solutions (OKTA, Microsoft, ID.ME, RSA, CLEAR)

● Security Clearance Level: Must be able to obtain and maintain a Top Secret Security Clearance

● US Citizenship Required

● Location: Remote

The likely salary range for this position is $121,125 - $163,875. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

10-25%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

 

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.