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Infographic showing various Quality Assurance Analyst job openings at Systems Integration in the United States as of August 2026, with employment types broken down into 67% Full Time, and 33% Temporary. Highlights an 89% Physical, and 11% Remote job distribution.

Federal Contact Center Program Manager

Systems Integration, Inc.

Washington, DC • On-site

Full-time

Re-posted 11 days ago

Job description

Location: Washington DC metro area
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Federal Contact Center Program Manager to oversee the full execution of a government contact center program, ensuring all project requirements are met and operations run effectively across a workforce of approximately 200 staff. This role directs planning, staffing, financial coordination, performance monitoring, and communication with government officials. The Program Manager ensures the program meets contractual obligations, maintains high-quality service delivery, and drives continuous improvement in processes, technology, and customer experience.
Key Responsibilities:
Program Leadership & Oversight
  • Manage and implement all project requirements for a Contact Center supporting a federal government program.
  • Organize, direct, and coordinate all program support activities, including staffing, operations, and resource planning.
  • Monitor and analyze performance data, reporting results and trends to government leadership.
  • Lead program communications and ensure stakeholders receive clear, timely, and comprehensive updates.

Stakeholder & Government Coordination
  • Serve as the primary point of contact for government program officials regarding project status, issues, and escalations.
  • Keep the Federal Program Director and CORs informed of emerging issues, risks, and operational concerns.
  • Ensure all communications with government stakeholders are accurate, consistent, and aligned with expectations.

Operational & Financial Management
  • Coordinate financial and staffing resources to support program goals and maintain operational readiness.
  • Oversee subcontractor activities to ensure compliance, performance, and alignment with program standards.
  • Prepare operational, management, and financial reports as required.

Training & Process Governance
  • Coordinate training activities to ensure staff remain current on agency programs and customer service requirements.
  • Create, revise, and maintain program SOPs and operational documentation.
  • Manage IT change control requests and ensure updates are communicated and implemented effectively.

Innovation & Continuous Improvement
  • Research emerging contact center technologies and recommend opportunities to enhance program processes and service delivery.
  • Track, report, and communicate the status of ongoing program projects and initiatives.
  • Support continuous improvement efforts to strengthen customer experience and operational efficiency.

Qualifications:
  • Experience managing a contact center operation of approximately 200 staff or larger.
  • Proven leadership experience in program or project management within a government contract or regulated environment.
  • Strong understanding of contact center operations, performance metrics, and customer service best practices.
  • Experience managing budgets, staffing plans, and subcontractor performance.
  • Excellent communication, stakeholder-management, and problem-solving skills.
  • Ability to oversee SOP development, training coordination, and change control processes.
  • PMP certification is a strong plus.
  • Bachelor's degree in Business Administration, Project Management, Public Administration, or a related field.

Must be able to pass a federal background check that inlcudes a credit check.

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