Manager, Customer Experience Platforms
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Job Description
Customer Experience Platforms Manager leading CCaaS delivery, automation, and vendor strategy. Supporting GDIT’s technology and mission services for the U.S. government.
Responsibilities:
- Lead Customer Experience Platforms and oversee delivery of CCaaS offerings
- Serve as the primary management contact for service agreements
- Manage day-to-day operational relationships between service delivery teams and mission customers
- Coordinate resources to ensure optimal service delivery and resolve issues according to procedures and service-level requirements
- Partner with strategy, finance, human resources, supply chain, executives, leaders, vendors, and customers
- Identify, design, and implement process improvements to improve effectiveness, efficiency, performance, and customer experience
- Manage the service area budget and CCaaS financial management
- Evaluate customer feedback and develop quality improvements in service delivery
- Ensure systems availability through design best practices, testing, disciplined promotion, and root cause analysis
- Develop and drive service roadmaps with leaders, executives, and vendor partners
- Lead marketing toolkits, demo platform capabilities, white papers, and recommendation materials
- Estimate work effort and prioritize requests for self and team
- Reduce risk and inefficiency across people, process, and technology
- Identify, develop, recommend, and implement sales strategies and tactics
- Support capture and business development, including proposals, RFIs, and whitepapers
- Manage strategic vendor relationships, negotiate product pricing, align technology roadmaps, and identify opportunities
- Forecast volumes and labor needs, review and approve vendor invoices, and validate monthly labor reports
- Align forecasted customer demand with annual budget expectations
Requirements:
- 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 and commitment to ongoing professional development
- Experience implementing conversational AI/chatbots, virtual agents, intelligent routing, KCS, RPA/agentic automation, workflow automation platforms, Agent Assist capabilities, and predictive analytics/reporting
- Strong understanding of ITSM and contact center operational metrics, including call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization/productivity, and AHT
- Experience with Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy/Helix, Microsoft Dynamics, Salesforce Service Cloud, and multifactor authentication solutions
- Must be able to obtain and maintain a Top Secret Security Clearance
- US Citizenship Required
Benefits:
- Comprehensive medical plan options, including plans with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan with pre-tax and post-tax contributions and company match
- Full-flex work weeks
- Paid vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave
- Typically 15 days of paid leave per calendar year
- 10 paid holidays per year
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
- AI-powered career tool identifying career steps and learning opportunities
- Internal mobility team
- Wellness packages
- Competitive pay
- Award-winning culture of innovation
- Military-friendly workplace
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