Technology Lead, Contact Center Platforms

Role Summary

Edgewater Federal Solutions is seeking a Technology Lead, Contact Center Platforms to own the technical foundation of a large-scale, 24/7/365 contact center supporting mission-critical operations in a Department of Defense environment. This role combines hands-on platform administration, data and reporting leadership, and forward-looking technology evolution — including AI, automation, and process modernization — to drive operational efficiency and deliver a best-in-class service experience.

The Technology Lead serves as the technical SME across the contact center's core platforms (NICE CXone, Oracle Service Cloud / RightNow, and related reporting and integration tools), serves as the technical point of contact for the Oracle Service Cloud to Oracle Fusion Service migration, and leads the identification and implementation of AI, automation, and process improvement initiatives that modernize how the contact center operates.

This is a transformation-oriented role. The successful candidate will be equally comfortable administering production platforms and pitching a roadmap for modernization.

Platform Administration & Operations

• Serve as the senior administrator for NICE CXone, including IVR design, ACD queue configuration, skill-based routing, workforce management integration, user and role management, and studio script maintenance.
• Own Oracle Service Cloud / RightNow administration, including workspace configuration, workflow rules, custom fields, report development, and system integrations.
• Lead troubleshooting and root cause analysis for platform-level issues; coordinate vendor escalations with NICE, Oracle, and supporting partners.
• Maintain configuration documentation, change logs, and the contact center CMDB; ensure all platform changes follow the program's change management process.

Reporting, Data & Analytics

• Own the contact center's reporting architecture across Oracle Service Cloud, NICE CXone, and supporting data sources; ensure data integrity, report accuracy, and timeliness of all recurring and ad-hoc deliverables.
• Design and maintain operational dashboards, SLA monitoring views, and executive-level reporting for program leadership and the customer.
• Develop and refine metrics that measure contact center performance, quality, customer experience, and operational efficiency.
• Support the program's monthly, weekly, and daily reporting cadence by ensuring underlying data pipelines and report queries function reliably.
• Provide analytical support for capacity planning, volume forecasting, staffing models, and performance trend analysis.

Oracle Fusion Migration Support

• Serve as the program's technical point of contact for the Oracle Service Cloud to Oracle Fusion Service migration, partnering with the systems integrator, customer technical leadership, and program stakeholders.
• Own program-side migration readiness, including data validation, workflow and configuration review, UAT participation, test case development, and defect tracking.
• Lead post-migration stabilization, including user support, issue triage, and optimization of Fusion configuration based on operational feedback.
• Translate operational requirements into technical specifications the SI can execute against; represent the contact center's operational needs in design and architecture discussions.
• Maintain a working knowledge of Oracle Fusion Service capabilities and proactively identify opportunities to leverage native Fusion features post-migration.

Modernization, AI & Automation

• Develop and maintain a modernization roadmap for the contact center technology stack, aligned to program strategic objectives and customer priorities.
• Identify, evaluate, and pilot AI capabilities including agent-assist, conversational AI, automated ticket classification and routing, knowledge retrieval augmentation, quality monitoring automation, and customer self-service deflection.
• Evaluate and implement automation opportunities using RPA, low-code platforms (Power Automate, UiPath, or equivalent), and native platform automation features to reduce manual effort and improve consistency.
• Partner with Operations, Quality, and Training leadership to identify high-friction processes and design technology-enabled solutions that improve efficiency, analyst experience, and customer outcomes.
• Measure and report on modernization initiative outcomes, including efficiency gains, quality impact, cost avoidance, and customer satisfaction.
• Maintain external awareness of contact center technology trends, emerging AI capabilities, and industry best practices; translate that awareness into actionable recommendations.

Operational Support Model

• The Technology Lead is supported by a designated technical support resource who handles routine user provisioning and tier-1 platform support. This allows the Technology Lead to focus on architecture, analytics, migration, and modernization work rather than day-to-day administrative tasks.

Required Qualifications

• Clearance: Active Secret clearance (required at time of hire).
• Experience: Minimum 5 years administering a production contact center platform (NICE CXone, Genesys Cloud, Five9, Avaya, or equivalent) supporting 20+ concurrent agents in a 24/7 operational environment.
• Demonstrated experience leading AI, automation, or modernization initiatives in a contact center environment. Examples include agent-assist tools, virtual agent or chatbot deflection, RPA workflows, predictive routing, automated quality scoring, AI-augmented knowledge retrieval, or conversational AI design. The successful candidate will be able to speak concretely about initiatives they have led, the outcomes delivered, and the lessons learned.
• Working knowledge of enterprise CRM or ticketing platforms (Oracle Service Cloud, Salesforce Service Cloud, ServiceNow, Zendesk, or equivalent) sufficient to own configuration, reporting, and data management. Prior Oracle experience is preferred but not required; candidates with strong platform fundamentals and the ability to ramp quickly on Oracle Service Cloud will be considered.
• Strong analytical and reporting skills, including report development, data validation, and dashboard design in a contact center context.
• Experience working within a structured change management framework in a regulated or compliance-driven environment.
• Bachelor's degree in a technical discipline, or equivalent combination of education and professional experience.
• Ability to operate effectively in a fully remote environment with distributed team members, vendors, and customer stakeholders.

Preferred Qualifications

• Hands-on experience with RPA or low-code automation platforms (UiPath, Microsoft Power Automate, Microsoft Copilot Studio).
• Experience designing or administering conversational AI, virtual agent, or IVR bot solutions.
• NICE CXone certification (CCCA, Implementation Certification, or Studio Developer).
• Experience administering Oracle Service Cloud, Oracle RightNow, or Oracle Fusion Service.
• Prior experience supporting a CRM / ITSM platform migration (Oracle, Salesforce, ServiceNow, or equivalent).
• Experience supporting contact center operations on a federal or Department of Defense contract.
• Experience with SAML/OIDC-based SSO and MFA implementations integrated with enterprise contact center platforms.
• Experience with ISO 9001, ISO/IEC 20000-1, ISO/IEC 27001, or CMMI-aligned operational environments.
• Understanding of federal cybersecurity frameworks including DFARS 252.204-7012 and NIST SP 800-171.

Salary: $90,000 – $130,000 annually

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• May require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law