Contact Center Technical Manager

Job Family:

Travel Required:

Clearance Required:

What You Will Do:
Ensures all systems (telephony, CRM, software) are functioning correctly and support day-to-day operations.

• Lead the technical team to maintain and troubleshoot contact center technology (e.g., ACD systems, chatbots, IVR systems).

• Support the implementation of new tools or upgrades.

• Ensure data security and compliance with relevant regulations.

• Collaborate with external vendors for system integration or support.

What You Will Need:

• An ACTIVE and MAINTAINED SECRET Federal or DoD security clearance

• Bachelor's degree

• SEVEN (7) or more years of experience managing technical systems

• Experience in building, customizing, and maintaining major contact center systems such as Amazon Connect, Genesys, NICE, etc.

• Experience overseeing command center operation including real-time monitoring and adjustment of phone system, 300+ support agents, and issue resolution

What Would Be Nice To Have:

• Federal government experience is a plus

• Knowledge/Experience in Genesys software

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Student Loan PayDown

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend

About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.