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.
The work of this position includes implementing and managing the Contact Center Environment to meet current and future business requirements of the IRS and its customers. Specific assignments include many of the following:
- Technical Advisor. 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. The incumbent develops technical standards and procedures for ACD development, implementation, and management; establishes performance management metrics; and evaluates overall ACD performance against relevant standards. The mission requires that the employee exercise considerable judgment to keep abreast of the rapid evolution of Contact Center technologies; maintain continual vigilance against threats to subsystem confidentiality, integrity and availability; and constantly determine ways to efficiently apply scarce resources.
- Project Manager. 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.
- Change Management. 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.
- Availability and Capacity Management. 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.
- Configuration Management. 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.
- Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding.
- Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.
Key Eligibility Requirements:
- U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
- Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so.
- Personal Identity Verification (PIV) - Must provide 2 forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.
ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS OR ADDTIONAL INFORMATION SECTIONS
Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.
You must meet the following requirements by the closing date of this announcement.
QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below:
Minimum requirements for Grade 12 and UP (GS or Equivalent) Applicants must have Information Technology related experience demonstrating each of the following nine competencies: 1) Attention to Detail, 2) Customer Service, 3) Decision Making, 4) Information Management, 5) Interpersonal Skills, 6) Oral Communication, 7) Problem Solving, 8)Team Work and 9) Technical Competence.
Specialized Experience GS-14 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes:
- Leading or coordinating IT projects, application-related efforts, operational initiatives, or system-related activities that affect multiple users, teams, programs, or business processes.
- Applying advanced IT principles, concepts, methods, and practices to evaluate requirements; resolve technical issues; guide system, application, or code testing and configuration decisions; and ensure technical documentation and federal cybersecurity, privacy, or regulatory requirements are addressed.
- Engaging customers, stakeholders, users, product or business owners, and technical teams to define business or technical requirements, communicate technical impacts, and guide delivery of secure, reliable, scalable IT solutions.
- Evaluating system, service, or application performance, availability, reliability, security controls, usability, and operational effectiveness; identifying risks, issues, defects, or gaps; and leading corrective actions or improvement efforts.
- Analyzing competing technical approaches and providing authoritative recommendations to management, stakeholders, or IT specialists on the selection, design, configuration, implementation, or improvement of IT solutions with organizational impact.
- Designing, developing, implementing, and maintaining Cisco Intelligent Contact Management (ICM) and Unified Contact Center Enterprise (UCCE) routing scripts supporting enterprise customer service operations.
- Developing, testing, troubleshooting, and enhancing Cisco Customer Voice Portal (CVP) Studio applications, voice self-service solutions, call flows, and customer interaction workflows.
- Configuring and supporting intelligent call routing, queue management, skills-based routing, precision routing, overflow strategies, and customer interaction workflows within a large-scale contact center environment.
- Developing, analyzing, and supporting Cisco ICM/UCCE reporting solutions, including operational, performance, and management reporting used to monitor service delivery and business outcomes.
- Collaborating with business stakeholders, operations teams, engineers, and technical staff to gather requirements and implement routing, reporting, and self-service solutions that improve customer experience and operational efficiency.
- Analyzing contact center data and performance metrics to identify trends, operational issues, routing inefficiencies, and opportunities for service improvements.
- Experience with contact center operations and key performance indicators (KPIs), including service level, average speed of answer, abandonment rate, average handle time, first contact resolution, agent occupancy, schedule adherence, and customer experience measures;
- Troubleshooting and resolving call routing, reporting, integration, IVR, and application performance issues across Cisco contact center platforms and supporting technologies;
- Supporting system upgrades, change management activities, testing efforts, and production deployments within enterprise Cisco contact center environments;
- Providing technical leadership, guidance, and support related to Cisco ICM/UCCE scripting, CVP Studio development, routing strategy design, reporting, and operational analytics.
For more information on qualifications please refer to OPM's Qualifications Standards.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.
We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).
Suitability Requirements:
- Prior IRS Employment - Former employees will be subject to a screening of their prior conduct with the Service. The Taxpayer First Act of 2019, 26 U.S. Code 7804, prohibits the IRS from rehiring certain former employees who were removed from service.
- Tax Check - Must undergo a review of income tax verification. To check the status of your tax record go to: (https://www.irs.gov/individuals/get-transcript). If you are not in compliance, you will be determined unsuitable for employment with IRS.
- Fingerprint/Criminal History Check - This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. For more information regarding your rights refer to Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov).
Additional Information:
- In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.
- Additional jobs may be filled from this announcement or any other source to fill these vacancies.
- Alternative work schedule, staggered work hours may be available.
- Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages.
- Cost-of-Living Allowances (COLA): Puerto Rico includes COLA. See COLA Rates 2026.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
You will be evaluated for this job based on how well you meet the qualifications above.
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further.
You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
- Accountability
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Attention to Detail
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Customer Service
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Decision Making
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Flexibility
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Influencing/Negotiating
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Integrity/Honesty
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Interpersonal Skills
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Learning
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Reading Comprehension
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Reasoning
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Self-Management
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Stress Tolerance
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Teamwork
The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. assessment.
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.
Rating: Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, CAT A, CAT B or CAT C.
Referral: Eligible applicants rated in the highest category group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in category group order. We will not reimburse costs related to the interview such as travel to and from the interview site
Veterans' preference is applied after applicants are assessed. Qualified preference eligibles who have a compensable service-connected disability of 10 percent or more (CPS, CP) are placed at the top of the highest category on the referral list (except for scientific or professional positions at the GS-9 level or higher). Remaining preference eligibles are placed above non-preference eligibles within their assigned category.
If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a rating of category CAT B to be rated as "well qualified" to receive special selection priority.
If you are selected, you will be subject to all requirements listed in the Requirements, Qualifications, and Additional Information sections of this announcement which includes, Prior Employment/Tax Checks, Fingerprint/Criminal History checks.
The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
Incomplete or insufficient information may result in not being considered for the position, or not receiving special consideration for which you may be eligible.
Please view Application Preparation or How to write a resume for federal job.
1. Resume
… Your resume should:
- Be limited to two (2) pages. Applicants with resumes exceeding two-pages will be removed from consideration. We recommend utilizing a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point for the main text, and page margins of 0.5 inches. Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible. If you update your application, only the most recent resume received (uploaded under the "Resume" document type) will be considered to determine qualifications.
- Include your name and contact information.
- Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), number of hours worked per week, and a brief description of duties that clearly demonstrate your qualifications. To receive full credit for work experience, you must include specific MM/DD/YYYY start and end dates for every position.
- Include pay plan, series, and grade (e.g., GS-0301-09) for all federal service jobs.
- Not include photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content. Resumes containing prohibited information will be deemed ineligible.
- Not include embedded links as they will not be opened or considered when determining qualifications.
- Not include personal information such as age, sex, religion, race, or disability.
- Not include specialized experience copied from the announcement or position description, as this is not a demonstration of your experience.
2. Education (if applicable) - Refer to
Qualification and
Education sections above for requirements
- For positions with an education requirement, or if you are qualifying for this position based on education or training, submit a copy of your transcript(s) or equivalent. An official transcript(s) will be required if you are selected.
3. Registration/License (if applicable) - Current, active registration/license
4. Veterans' Preference (if applicable)
- MUST submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge.
- If you are serving under active duty, provide certification from the Armed Forces that you will be discharged or released within 120 days from the date of certification. The certification must indicate your dates of service, rank and that you will be separated under honorable conditions.
- 10-point preference eligible - Submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the form if you are a 10-point preference eligible. For more information on claiming veterans' preference view here.
5. Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP) (if applicable) Selection priority program for displaced or surplus federal employees:
- Review and submit the required documentation as oulined under CTAP/ICTAP
6. Current and Former Federal Employees Documentation (if applicable)
- Submit a copy of your most recent SF-50 (Notification of Personnel Action) or equivalent personnel action form which shows your grade and competitive service status.
