Contact Center Systems Manager (ACD/IVR)

Fort Belvoir, VA
Full Time
Lawelawe Technology Services
Mid Level

Who We Are

Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training. Lawelawe leverages our NHO status to secure federal contracts that not only drive business success but also support our overall mission to uplift economically disadvantaged Native Hawaiian families and preserve the Native Hawaiian heritage.

You Are

You’re a mission-minded Contact Center Systems Manager (ACD/IVR) who thrives in high-visibility environments where uptime, accuracy, and patient experience matter. You combine strong ACD platform expertise with disciplined troubleshooting — able to pinpoint issues across ACD application servers, agent workstations, desktop telephony, and endpoint hardware without guesswork. You’re comfortable owning call flow and IVR design, managing agent/supervisor accounts, and producing performance reporting that leaders actually use.

How You Will Make An Impact

You’ll help deliver measurable performance for Alexander T. Augusta Military Medical Center (ATAMMC) by sustaining and optimizing the Automated Call Distribution (ACD) / Automated Call Management System in a large healthcare environment supporting hundreds of call center agents. You will configure and maintain IVR scripting, call flows, and routing rules to reduce caller wait times, improve agent utilization, and ensure clinics have fully functional call trees that are easy for patients to follow.

Responsibilities

  • Remediate security vulnerabilities across all servers, desktops, and infrastructure devices to ensure compliance with security and operational requirements.
  • Automatically generate, publish, and retain historical ACD call metrics and reporting data
  • Coordinate with the Government Service Integrator and other service providers to resolve incidents, problems, and service requests.
  • Provide support for Install, Move, Add, and Change (IMAC) requests, including installations in accordance with Government-provided standard operating procedures for analog and VoIP devices used with the ACD system.
  • Deliver technical support, system analysis (e.g., Root Cause Analysis), data management, and server administration to sustain the Automated Call Management System.
  • Optimize call routing rules to reduce caller wait times, improve agent utilization, and enhance overall customer experience.
  • Assist with all reporting functions available within the current ACD system.
  • Provide user training via Microsoft Teams and in-person (over-the-shoulder) support.
  • Create, manage, and maintain ACD user accounts, including agent and supervisor roles.
  • Develop and maintain end-user standard operating procedures (SOPs) to enable users to manage their own call trees.
  • Install, configure, and maintain ACD servers and associated software.
  • Ensure the ACD system maintains Authority to Operate (ATO) on the Government network.
  • Maintain, troubleshoot, repair, and build call trees for approved clinics and departments.

The Team

Lawelawe Technology Services ("LTech") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Technology Services provides first-class IT solutions with expertise in application development, health IT, infrastructure management (IM), cyber security, and systems design and engineering. Our team is composed of highly skilled professionals who are passionate about technology and committed to making a difference. We work together to solve complex challenges and drive successful outcomes for our clients.

Here's What You Need

  • Experience with T-Metrics ACD systems highly preferred.
  • Advanced knowledge of Automated Call Distribution (ACD) platforms.
  • Strong understanding of call flow design and IVR menu configuration.
  • Experience supporting large healthcare environments with hundreds of call center agents.
  • Working knowledge of Windows servers, workstations, and Cisco Call Manager.
  • Demonstrate the ability to methodically troubleshoot ACD-related issues, including application servers and agent workstations.
  • Effective written and verbal communication skills and ability to work with a blended team of government and contractor staff.
  • Must be able to configure and maintain the ACD system, including Interactive Voice Response (IVR) scripting and routing to optimize call distribution.
  • Must be able to create, edit, and inactivate agent and supervisor accounts with the ACD System.
  • Must be able to support and troubleshoot ACD agent hardware (phones, headsets. etc.) and desktop telephony software.
  • Must be able to produce custom reports related to telephone and call center performance.
  • Must be able to develop ACD system documentation for operational sustainment.
  • Manage projects for new call trees and ACD technology.
  • Manage objects, workloads, workflows, demand, and capacity management for all employees.
  • Must be able to coordinate with vendors for system maintenance, support and submitting requests for necessary hardware or software upgrades and/or changes.
  • Must be able to ensure compliance with security and privacy policies, including reporting any potential breaches and managing vulnerabilities.
  • Experience in assembling technical documents and providing detailed analysis of various business system functions.
  • Experience with Microsoft Office Suite programs such as Word, Excel, Access, Project Management, Power Point and Visio.
  • Must be able to coordinate with the Clinicals to develop fully functional call trees that are easy to follow by our patients.
  • Bachelor’s degree in Information Technology and five (5) to (7) years expertise in ACD Call Center Management.
  • Must possess required certifications per DoD 8570.1M for privileged level access. CompTIA Security+, and a computer environment certification.
  • CCNA Voice or Industry - recognized ACD certification.
  • Must be a US citizen--verification required.
  • Secret clearance required.

Bonus Points If

  • Working Knowledge of ITIL’s Incident, Service, and Change Management Methodologies.

The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.

Lawelawe Technology Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.

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