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General Dynamics Information Technology
General Dynamics Information Technology
H1B Visa SponsorConsultingHealthcareLogistics
General Dynamics Information Technology (GDIT) provides consulting, digital modernization, and application services for government and defense organizations. Its work spans artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies, alongside mission-critical programs in logistics and supply chain management, intelligence, and homeland security. The company also operates across consulting, healthcare, and logistics, with hiring efforts that emphasize diverse teams and employee well-being. GDIT’s roles may suit professionals interested in applying emerging technologies to complex public-sector and national-security challenges.
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Customer Experience Platforms Manager - Remote

Manage GDIT’s CCaaS platforms, service delivery, vendors, budgets, and customer experience operations. Support technology solutions serving U.S. government, defense, and intelligence missions.

USUnited States
$121,125 – $163,875 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support
CloudITSMRPAServiceNow

Description

  • Lead Customer Experience Platforms as a full-time Information Systems Manager
  • Expand modules, integrate platforms, and automate support for critical solutions
  • Manage daily operating relationships between service delivery teams and mission customers
  • Coordinate resources to support effective service delivery
  • Resolve issues in line with procedures and service-level requirements
  • Oversee CCaaS delivery and act as the primary management contact for service agreements
  • Collaborate with strategy, finance, human resources, supply chain, cross-functional, and vendor teams
  • Implement process improvements that strengthen effectiveness, efficiency, performance, and customer experience
  • Manage the service area budget
  • Use customer feedback to improve service delivery quality
  • Maintain system availability through design best practices, testing, controlled promotion, and root cause analysis
  • Create and advance service roadmaps with leaders, executives, and vendor partners
  • Lead marketing toolkits, platform demonstrations, white papers, and recommendation materials
  • Estimate team workload and prioritize incoming requests
  • Identify and address people, process, and technology risks and inefficiencies
  • Create and execute sales strategies for existing and future services
  • Support capture and business development activities, including proposals, RFIs, and white papers
  • Manage strategic vendor relationships, pricing, technology roadmaps, and operational support
  • Oversee CCaaS finances, including forecasts, invoice approvals, labor report validation, and budget alignment

Requirements

  • Bachelor’s degree in computer science, software engineering, or a related discipline
  • At least five years of experience with contact center or service desk technology
  • At least two years of experience managing people
  • Strong analytical and organizational capabilities
  • Excellent communication and client-facing consulting abilities
  • Demonstrated intellectual curiosity and commitment to ongoing professional development
  • Experience implementing conversational AI and chatbots, virtual agents, intelligent routing, KCS, RPA or agentic automation, workflow automation platforms, Agent Assist, predictive analytics, and reporting
  • Strong knowledge of ITSM and contact center metrics, including call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization or productivity, and AHT
  • Experience with Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy or Helix, Microsoft Dynamics, Salesforce Service Cloud, and MFA solutions such as Okta, Microsoft, ID.ME, RSA, and CLEAR
  • Ability to obtain and maintain a Top Secret security clearance
  • U.S. citizenship required
  • Willingness to travel 10–25%

Benefits

  • Choice of comprehensive medical plans, including Health Savings Account options
  • Dental plan choices
  • Vision plan choices
  • 401(k) plan with company matching
  • Full-flex work weeks
  • Paid vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave
  • Typically 15 days of paid leave per calendar year
  • 10 paid holidays annually
  • Up to 160 hours of paid family leave during a rolling 12-month period for eligible employees
  • Short- and long-term disability coverage
  • Life insurance
  • Accidental death and dismemberment coverage
  • Personal accident insurance
  • Critical illness insurance
  • Business travel and accident insurance
  • AI-powered career tool for identifying career steps and learning opportunities
  • Internal mobility team to support career goals
  • Award-winning culture of innovation and military-friendly workplace
  • Competitive pay

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