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
• Identity standards (SSO, MFA, federation)
Apply for this Position
Ready to join Confidential? Click the button below to submit your application.
Submit Application