Call Center Technical Lead

ITCON Services

Vienna, VA

JOB DETAILS
SKILLS
Business Administration, Call Center Evaluation, Call Center Telephony, Call Centers, Change Management, Contact Management, Customer Relationship Management (CRM), Customer Support/Service, FISMA - Federal Information Security Management Act, High Availability, Information Technology & Information Systems, Information/Data Security (InfoSec), Maintain Compliance, Management of Information Systems/Technology (MIS), Network Monitoring, People Management, Performance Analysis, Performance Management, Performance Tuning/Optimization, Problem Solving Skills, Reporting Skills, Service Delivery, Support Documentation, System Integration (SI), Systems Administration/Management, Systems Maintenance, Team Lead/Manager, Technical Leadership, Technical Writing, Technical/Engineering Design, Telephony, U.S. National Institute of Standards and Technology (NIST), Voice Response Systems
LOCATION
Vienna, VA
POSTED
30+ days ago
The Technical Lead is responsible for the overall technical architecture, implementation, operation, and maintenance of all contact center systems and infrastructure supporting the DOL National Contact Center (NCC).
This role ensures that all technology platforms (telephony, CRM, IVR, network, and reporting systems) are secure, reliable, scalable, and compliant with federal standards, enabling seamless multi-channel customer service delivery.
  • Lead technical architecture: Design and oversee all contact center systems (telephony, CRM, IVR, network).
  • Manage system implementation & integration: Ensure all technologies are properly deployed and integrated.
  • Oversee infrastructure & network: Maintain system availability, performance, and redundancy.
  • Ensure security & compliance: Enforce federal security standards (FISMA, NIST) and data protection.
  • Monitor and optimize performance: Track system performance and implement improvements.
  • Handle incidents & escalations: Resolve critical system issues and outages.
  • Manage changes: Oversee system updates, upgrades, and releases with minimal disruption.
  • Lead technical team: Supervise IT staff and provide technical guidance.
  • Support reporting & documentation: Maintain system documentation and provide technical reports.
Ensure continuity of operations: Manage disaster recovery and COOP readiness.

Education
  • Bachelor's degree in Business Administration, Management, IT, or related field preferred
Minimum requirements
Experience
  • 8–10+ years of experience in:
    • IT systems and infrastructure management
    • Contact center technologies
  • 3–5 years in a technical leadership role
  • Experience managing:
    • Large-scale, multi-site environments
    • High-availability systems

About the Company

I

ITCON Services

Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations.  We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.

As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs.  We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.

At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2008
WEBSITE
https://itcon-inc.com/