Contact Center Manager

Job overview

The Contact Center Manager role is full-time and onsite in Washington, DC. Compensation is not specified. Business Technology Integrators (BTI) provides IT and engineering solutions to the Federal Government, including cybersecurity, program management, enterprise IT, and technical oversight. The contact center leader oversees user exchange operations, staffing, service delivery, and performance. The role also guides user experience improvements and the deployment and ongoing refinement of AI-supported contact center tools, helping ensure effective service across automated and human-agent channels.

What you'll do

• Manage contact center operations, capacity planning, staffing, schedules, and workload projections
• report operational issues, risks, and accomplishments to federal program and project managers
• coordinate with third-party developers and service providers
• oversee UX research and issue resolution
• guide deployment, training, and improvement of chatbots and automated issue-resolution tools
• integrate AI tools with human-agent workflows and monitor performance.

What we're looking for

Skills & competencies

contact center manager

full-time

washington dc

bti

contact center operations

staffing and capacity planning

user experience

ai tools

chatbots

federal government

pmp certification

u.s. citizen required

Work arrangement

• Weekend coverage required

Why this role

The posting requires U.S. citizenship, a related undergraduate degree, PMP certification or equivalent, and at least eight years of contact center experience, including management and supervisory experience.

About the employer

BTI is hiring for this role. Industry: Process, Physical Distribution, and Logistics Consulting Services. Sector: 54.