Position Overview:
Business Technology Integrators (BTI) is seeking an experienced
Project Coordinator/Program Manager to support the Equal Employment Opportunity Commission's technology support program for a national contact center utilizing cloud-hosted telephony solutions.
The Project Coordinator/Program Manager will serve as the
required primary Point of Contact (POC) for the contract and will provide overall program leadership, coordination, governance, and delivery oversight. This individual will be responsible for ensuring that all services, personnel, schedules, deliverables, risks, and performance requirements are effectively managed and aligned with EEOC objectives.
The successful candidate must possess at least
10 years of federal program or project delivery experience, a current
PMP certification, demonstrated governance experience, and related experience supporting complex technology or contact center environments.
Responsibilities:
- Serve as the contract's required primary POC and principal liaison between the contractor, EEOC stakeholders, the Contracting Officer's Representative (COR), and other designated government representatives.
- Provide overall leadership and management for technology support services associated with the EEOC's national contact center and cloud-hosted telephony environment.
- Coordinate program activities, technical resources, contractor personnel, schedules, priorities, and deliverables.
- Establish and maintain an effective program governance structure, including decision-making processes, escalation procedures, reporting protocols, and performance controls.
- Ensure contract activities are completed in accordance with the statement of work, established service levels, federal requirements, and approved schedules.
- Develop, maintain, and monitor project plans, milestones, work breakdown structures, staffing plans, risk registers, action items, and deliverable schedules.
- Track program performance, service delivery, operational issues, risks, dependencies, and corrective actions.
- Prepare and deliver program status reports, executive briefings, meeting materials, performance metrics, and other required contract documentation.
- Lead recurring program reviews, governance meetings, technical coordination sessions, and stakeholder briefings.
- Coordinate across technical, operational, contact center, telecommunications, cloud, security, and customer-support teams.
- Support the planning, implementation, operation, maintenance, and continuous improvement of cloud-hosted contact center and telephony services.
- Identify potential risks, service disruptions, resource constraints, and schedule issues and develop appropriate mitigation or corrective-action plans.
- Ensure issues and government requests are acknowledged, escalated, tracked, and resolved within required timeframes.
- Monitor contractor performance and ensure personnel understand and fulfill their assigned responsibilities.
- Manage changes in scope, schedule, priorities, resources, and technical requirements through established governance and change-control processes.
- Promote consistent communication and collaboration among EEOC leadership, business stakeholders, technical teams, vendors, and contractor personnel.
- Ensure all program activities comply with applicable federal policies, security requirements, accessibility standards, and agency procedures.
- Identify opportunities to improve contact center operations, service quality, system performance, customer experience, and program efficiency.
Required Qualifications- Bachelor's degree in information technology, computer science, business administration, project management, telecommunications, or a related field.
- Minimum of 10 years of experience managing or coordinating technology programs and service delivery within a federal government environment.
- Current Project Management Professional (PMP) certification.
- Demonstrated experience serving as a primary contract, program, or government customer POC.
- Demonstrated experience with program governance, performance management, risk management, issue resolution, change control, and executive-level reporting.
- Related experience supporting technology services, telecommunications, cloud-hosted platforms, contact center systems, or comparable enterprise environments.
- Experience coordinating multidisciplinary technical and operational teams.
- Experience developing and maintaining project schedules, program plans, status reports, risk registers, action-item logs, and contract deliverables.
- Demonstrated ability to manage competing priorities and coordinate activities across multiple stakeholders, teams, and workstreams.
- Strong understanding of federal contract delivery, government reporting expectations, and customer-service requirements.
- Excellent leadership, organization, problem-solving, written communication, and verbal communication skills.
- Ability to communicate effectively with government leadership, contracting officials, technical personnel, vendors, and business stakeholders.
- Ability to work in Washington, DC and meet all position-specific work-location requirements.
- Ability to obtain and maintain any required federal background investigation or suitability determination.
Preferred Qualifications- Experience supporting the EEOC or another federal civilian agency.
- Experience managing a national or geographically dispersed contact center environment.
- Experience with cloud-hosted contact center, Contact Center as a Service (CCaaS), Voice over Internet Protocol (VoIP), or enterprise telephony solutions.
- Familiarity with contact center performance measures, service-level agreements, call routing, workforce coordination, incident escalation, and operational reporting.
- Experience overseeing technology modernization, cloud migration, system implementation, or service transition initiatives.
- Knowledge of federal cybersecurity, privacy, records-management, and Section 508 accessibility requirements.
- Experience working in Agile, hybrid, or traditional project delivery environments.
Core Competencies- Federal Program and Project Delivery
- Program Governance
- Contract POC Leadership
- Cloud-Hosted Telephony
- Contact Center Technology
- Stakeholder Management
- Risk and Issue Management
- Change Control
- Performance and SLA Monitoring
- Executive Reporting
- Resource Coordination
- Vendor and Team Management
- Continuous Service Improvement
