Job Description
Required Qualifications
- 8+ years leading customer engagement/contact center modernization initiatives, with public-sector or regulated industry delivery experience.
- Proven requirements leadership: workshop facilitation, documentation, traceability, and stakeholder consensus.
- Hands-on functional/architectural capability with:
- Dynamics 365 Customer Service
- Self-service portals (Power Pages or equivalent)
- Voice/IVR contact center design and routing concepts
- Practical GenAI/Copilot use cases with governance considerations
- Strong understanding of security and privacy fundamentals (least privilege, audit trails, data minimization).
Preferred Qualifications
- Experience in government environments with one or more of:
- Accessibility standards (e.G., Section 508/WCAG)
- Records retention / public records / eDiscovery considerations
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