Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Office of Technology (IOT):
The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.
Role Overview:
The Enterprise Contact Center Deputy Director plays a pivotal leadership role in overseeing the State of Indiana’s deployment and ongoing operations on the Genesys Cloud Platform. This position is responsible for leading the team that designs, configures, deploys, and supports all state agency contact centers, ensuring seamless integration with enterprise systems and alignment with statewide service delivery goals.
Essential to this role are:
-Strong management and people skills.
-Ability to lead a small and busy team in making continual and measurable progress.
-Ability to set clear expectations and to hold staff accountable.
-Ability to understand budgets, forecasting, cost management, and billing.
Salary :
This position traditionally starts at an annual salary of $93,002 but may be commensurate with education and job experience.
Use our Compensation Calculator to view the total compensation package.
A Day in the Life:
Platform Ownership & Deployment
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-Lead the end-to-end deployment and configuration of contact centers on the Genesys Cloud platform.
-Oversee integrations with enterprise systems (e.g., CRM, case management, identity platforms).
-Ensure platform scalability, security, and compliance with state and federal standards.
Technical Leadership
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-Provide deep subject matter expertise in VoIP, cloud contact center architecture, and omnichannel communication.
-Establish and enforce best practices for contact center design, routing strategies, and workforce optimization.
Team & Vendor Management
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-Direct a team of engineers, analysts, and implementation specialists responsible for contact center delivery.
-Manage vendor relationships, including Genesys and third-party integrators, to ensure timely and high-quality deliverables.
Project & Budget Oversight
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-Lead planning and execution of multi-agency deployments, ensuring projects are delivered on time and within budget.
-Track and manage platform licensing, usage, and cost optimization strategies.
Stakeholder Engagement
-Collaborate with agency leaders to understand business needs and translate them into technical solutions.
-Serve as a strategic advisor on contact center modernization and digital service delivery.
The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
You must meet the following requirements to be considered for employment:
-Proven experience leading enterprise-scale contact center deployments, preferably in a public sector or regulated environment.
-Deep technical knowledge of Genesys Cloud, VoIP, and contact center technologies.
-Strong project management skills with the ability to manage multiple concurrent initiatives.
-Experience managing budgets, vendor contracts, and cross-functional teams.
-Excellent communication and stakeholder engagement skills.
Supervisory Responsibilities/Direct Reports:
This role may provide direct supervision for one or more staff members.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefits package for full-time employees that includes:
-Three (3) medical plan options (including RX coverage) as well as vision and dental plans
-Wellness Rewards Program: Complete wellness activities to earn gift card rewards
-Health savings account, which includes bi-weekly state contribution
-Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
-Two (2) fully-funded pension plan options
-A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
-150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
-Up to 15 hours of paid community service leave
-Combined 180 hours of paid vacation, personal, and sick leave time off
-12 paid holidays, 14 in election years
-Education Reimbursement Program
-Group life insurance
-Referral Bonus program
-Employee assistance program that allows for covered behavioral health visits
-Qualified employer for the Public Service Loan Forgiveness Program
-Free Parking for most positions
-Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobsspd.IN.gov.
