Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

Position Overview

The Program Manager will provide executive-level leadership and oversight for the IRS Contact Center Enterprise Infrastructure Software & Solutions (CCEISS) . This individual will serve as the authorized representative and will be fully responsible for all programmatic, operational, financial, and administrative actions. .

The Program Manager will oversee the full lifecycle management of IT programs supporting enterprise contact center infrastructure and telephony technologies, ensuring successful delivery of services in alignment with IRS mission objectives, contract requirements, and performance standards.

Key Responsibilities

• Serve as the Contractor’s primary authorized representative for all contract matters.

• Provide overall lifecycle program management, including planning, execution, monitoring, and closeout.

• Oversee enterprise contact center infrastructure, telephony systems, and related IT operations.

• Ensure timely delivery of all contract requirements, milestones, and deliverables.

• Manage program resources, staffing, and workforce allocation to meet performance objectives.

• Direct and oversee all contractor personnel assigned to the program.

• Maintain accountability for cost control, budgeting, billing, and invoicing accuracy.

• Ensure compliance with IRS policies, federal regulations, and contractual obligations.

• Identify, assess, and mitigate program risks and issues.

• Develop and maintain strong working relationships with IRS stakeholders and executive leadership.

• Provide regular program status reporting, performance metrics, and executive briefings.

• Drive continuous improvement initiatives to enhance contact center performance, reliability, and efficiency.

Required Qualifications

• Bachelor’s degree or higher in Business, Computer Science, Information Systems, or a related field (or equivalent experience).

• Minimum of ten (10) years of experience managing IT projects or IT operations.

• At least three (3) years of experience within the contact center or telephony technology domain.

• Project Management Institute (PMI) Project Management Professional (PMP) certification or equivalent PMI certification required.

• Demonstrated experience managing large-scale federal IT programs.

• Strong knowledge of enterprise contact center technologies, telephony infrastructure, and IT service delivery.

• Proven leadership experience overseeing cross-functional teams and subcontractors.

• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project).

• Excellent written and verbal communication skills.

• Strong organizational, financial management, and stakeholder engagement skills.

Preferred Qualifications

• Experience supporting IRS or other federal civilian agencies.

• Familiarity with ITIL-based service management practices.

• Experience managing contracts with performance-based service level agreements (SLAs).