JOB
Cloud Contact Center Supervisor
(IT Network & Telecommunications-Senior Specialist)
WaTech: Leading the way in technology!
Washington Technology Solutions (WaTech) is at the forefront nationally in integrating innovative technologies that revolutionize how state services are delivered to the people of Washington. WaTech establishes the strategic technological framework for various state domains and programs, overseeing the primary technology services throughout the state.
About the opportunity:
This position is part of the Cloud Contact Center (CCC) team within WaTech’s Network Services Division (NSD). The Cloud Contact Center (CCC) team designs, deploys and supports Microsoft Teams and AWS Connect cloud contact centers, enabling agencies to efficiently deliver services to constituents through voice, chat and other omni channels. The CCC team designs and deploys contact centers and applications that enable agencies to provide services such as economic benefits to residence, processing licenses and certificates, supporting child support and childcare programs, taking reports of abuse, and assisting with responses to wildfires. The Cloud Contact Center supervisor position reports to the Telephony Service Manager within NSD.
The Cloud Contact Center Supervisor provides operational leadership, workforce planning, service delivery oversight, vendor coordination and customer engagement to ensure reliable, secure, and scalable contact center services that support state agency business operations and constituent services. This role is responsible for team performance, service quality, resource management, and alignment of service delivery with organizational priorities and customer needs.
EXAMPLE OF DUTIES
Some of what to expect with this role:
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Provide leadership, mentoring, and supervision to personnel responsible for business needs assessments, requirements analysis, and capacity planning to design contact center technologies that support both WaTech and other state agencies.
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Direct and monitor Cloud Contact Center staff.
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Manage the development and implementation of standards and procedures for Cloud Contact Center staff.
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Identify goals for the Contact Center, focusing on improving customer satisfaction, reducing operational costs and increasing scalability.
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Provide leadership and oversight for the planning, design, implementation, and lifecycle management of Cloud Contact Center solutions delivered by the team.
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Evaluate emerging technologies and service capabilities to improve customer experience, operational efficiency and service value.
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Continuously monitor KPIs and customer feedback to identify areas for improvement and ensure optimization of operations post-launch.
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Analyze service metrics and operational trends.
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Coordinate incident response and escalation activities.
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Lead the development and implementation of service standards, operational procedures and customer engagement practices.
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Build and maintain productive relationships with state agency leadership and customer representatives to understand business needs and ensure successful service outcomes.
SUPPLEMENTAL INFORMATION
Telework: This position is approved for telework; however, the incumbent must reside in Washington state due to onsite requirements related to supervisory duties, customer engagement, whiteboarding sessions, and other in-person needs.
We value diversity and different perspectives:
WaTech is committed to providing equal access and opportunities to all qualified applicants and employees. We seek to attract and retain a diverse staff and welcome your experiences, perspectives and unique identity. We invite you to include your preferred name and pronouns in your material to ensure we address you correctly throughout the application process.
What WaTech offers:
As an employee of WaTech, you’ll have access to an outstanding employee benefits package that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.
While WaTech is headquartered in Olympia, Washington, which is near some of the country’s most scenic national parks, we are able to offer many of our positions telework and flexible schedule options to help support a healthy work-life balance.
To learn more about WaTech and what our employees enjoy about working here, please visit our website.
Additional information about this role:
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This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability to perform in the position and is a continued condition of employment.
How to apply:
Applications for this recruitment will be accepted electronically. Please select the large “apply” button at the top of this announcement. In addition to completing your online application, please also include the following attachments:
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A current resume detailing your applicable experience, training and/or education.
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A letter of interest highlighting how your experience aligns with the outlined job posting.
Top candidates will be asked to provide a list of their professional references with contact information.
Reminders:
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A real person is reviewing your application material. It is in your best interest to complete the application in its entirety and review thoroughly before submitting. You will not be eligible to re-apply for this posting for 30 days.
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Applications with missing or incomplete fields, or supplemental question responses such as “see resume” may be considered incomplete and removed from consideration.
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WaTech complies with the employment eligibility verification requirements of the federal Form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States. WaTech does not use the E-Verify system. We are not eligible to extend STEM Optional Practice Training (OPT) opportunities. For more information, please visit https://www.uscis.gov.
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Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. (Please redact any personally identifiable data such as social security number and date of birth prior to submittal.)
By submitting your materials, you affirm that all information is true and correct. Any untruthful information is cause for removal from the applicant pool. If hired as a result of this recruitment, the discovery of incorrect or falsified information may lead to disciplinary action or dismissal.
Recruitment process:
The first round of application assessments will be conducted seven days after the initial job posting date. The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date. It is to the applicant's advantage to apply as early as possible. This recruitment may be used to fill multiple positions.
The salary range reflected above reflects the full potential for this position. The base pay offered to the selected candidate will consider the candidate’s specific qualifying experience and internal equity of the existing team.
Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to [email protected]
If you’d like to request an accommodation for any part of the selection process, or to receive the application material in an alternate format, please contact Human Resources at (360) 407-8242 or [email protected] of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
