Job Details

Job Title

Technical Advisor, Project Manager, Change Manager, Availability and Capacity Manager, Configuration Manager

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Serves as an expert advisor to management on all technical issues relating to the Contact Center Environment. This includes researching complex issues that impact the CCE in order to offer potential solutions for management to consider.
• Serves as project manager for the most complex and important projects within the CCE. This includes developing Work Breakdown Structures, managing project schedule progress, managing resources assigned to project tasks, reporting progress to management, coordinating vendor support, and following the Enterprise Life Cycle.
• Serves as Change Manager for the CCE. Leads the implementation of critical infrastructure changes for major projects at various Contact sites to provide Contact Center services that support Business Operating Divisions' missions. Leads the planning, design, development, and integration of new Contact Center systems consistent with the existing or future Contact Center infrastructure.
• Leads significant mission critical projects to develop complex technical requirements for the acquisition of Contact Center hardware, software, and services. This includes understanding customer requirements and transforming into the technical requirements for the development of solutions. Further activities include serving as the Availability or Capacity Manager for the CCE, designing and maintaining an availability management DB, ensuring critical targets/thresholds are met and reviewing reports to determine process improvement.
• Develops and implements complex Configuration Databases, serving as Configuration Manager for complex Contact Center Environment components. This includes developing and implementing plans for new components or keeping existing components current as changes are made. The employee identifies and controls all ACD hardware and software configuration.