Salary: $96,491.00 - $138,794.00 Annually
Location : Lansing, MI
Job Type: Permanent Full Time
Remote Employment: Flexible/Hybrid
Job Number: 2301-26-CTD008
Department: Department of State
Opening Date: 09/17/2026
Closing Date: 9/27/2026 11:59 PM Eastern
Bargaining Unit: NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)

Job Description
This position serves as the day-to-day manager of the Contact Center Technology Section (CCTS) and provides supervision to staff responsible for supporting and overseeing the contact center system(s). The position leads activities within this complex work area. The position oversees development of section processes and project planning activities. This position works to promote technology managed by the section and ensure it progresses in alignment with stakeholders' needs.
The Contact Center Technology Section is responsible for technology utilized by the agency's call centers. It is focused on effectively managing contact center software platforms, working to optimize these solutions and support stakeholder needs. CCTS is located within the Core Technology Division, which is focused on the management and progression of technology utilized across MDOS operations.
Position Description -

MDOSJOBS

Required Education and Experience
Education
Possession of a bachelor's degree in any major.

Experience

Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Alternate Education and Experience
Alternate Education and Experience

Education level typically acquired through completion of high school and two years of safety and regulatory or law enforcement experience at the 14 level; or, one year of safety and regulatory or law enforcement experience at the 15 level, may be substituted for the education and experience requirements
Additional Requirements and Information
Please attach a resume, cover letter, and copy of your official transcripts (if applicable) to your application. Failure to attach these documents may result in your application being screened out.

As outlined by Civil Service, an official transcript must bear the applicant's name, college, or university certification (e.g., seal, logo, watermark, or letterhead), date and name of the conferred degree and registrar's signature. Transcripts that do not meet these requirements are considered unofficial. For more information regarding official transcripts, clickhere (

Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA). Go to for a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process.

View the job specification at:
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact the for the agency that posted this position vacancy.
Updated: 2/28/24
01

Are you related to anyone working at the Department of State (Secretary of State)?

• Yes
• No

02

If you answered "yes" to question #1, please list the name of each relative with the work area they are employed. If you answered "no" to question #1, please enter "none" in the box below.
03

Please select which of the following you possess.

• A bachelor's degree or higher in any major AND at least four years of professional experience, including two years equivalent to the P11 level or one year equivalent to the 12 level. If so, please attach a copy of your official transcripts.
• At least an educational level typically acquired through completion of high school AND at least two years of safety and regulatory or law enforcement experience at the 14 level.
• At least an educational level typically acquired through completion of high school AND at least one year of safety and regulatory or law enforcement experience at the 15 level.
• At least an educational level typically acquired through completion of high school AND at least four years of professional experience including two years equivalent to the P11 level or one year equivalent to the 12 level gained in the State of Michigan classified service.
• None of the above

04

Please list all previous names, to include name at birth, and any alias name(s) used. If you do not have any previous/alias names to list, please enter "none"
05

How many years of experience do you have managing cross-functional teams involving both technology and operations?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

06

Please provide an example of a role or project where you were responsible for aligning technology with operational needs. What challenges did you face and how did you overcome them? If you do not possess this experience, please answer "None."
07

How many years of experience do you have managing projects with multiple stakeholders?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

08

How many years of experience do you have managing more than one IT project concurrently?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

09

Please provide an example of a complex project you led. How did you handle planning, communication, and delivery? If you do not possess this experience, please answer "None."
10

How many years of experience do you have with change management practices?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

11

Provide an example of how you led a team through a significant process or system change. How did you address resistance and drive adoption? If you do not possess this experience, please answer "None."
12

How many years of experience do you have working with call center technology platforms (e.g., IVR systems, ACDs, CRM, workforce management tools)?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

13

Please describe a time when you implemented or optimized a system to enhance call center performance. What was the outcome?
14

How many years of experience do you have leading strategic planning, organizational planning, program development, or statewide initiatives?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 yearrs
• More than 5 years

15

How many years of experience do you have supervising professional staff, including assigning work, evaluating performance, coaching employees, and managing workloads? Please ensure this is documented in your application.

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

16

Please describe a time when you supported a team member's growth. What steps did you take and what was the result? If you do not possess this experience, please answer "None."
17

Do you have experience working with the DTMB MiECC?

• Yes
• No

18

From the following options, please select your employment status.

• Currently employed at the Department of State (Secretary of State)
• Previously employed by the Department of State (Secretary of State)
• Currently employed at another State of Michigan agency
• Previously employed by another State of Michigan agency
• None of the above

19

Did you remember to attach your resume, cover letter, and official transcripts (if applicable)?

• Yes
• No

20

Due to the nat