U.S. Based Contact Center Technology and Process Lead

Join an award-winning mission-driven team at Delta Defense - one of Newsweeks Top 100 Americas Most Loved Workplaces. We provide Marketing Operations and Customer Service for the U.S. Concealed Carry Association. The USCCA safeguards life freedom and finances for responsible American protectors. Learn more about the USCCA at is a headquarters based role. For those opting for a hybrid schedule this involves working in-office three days a week.

Why youll love working here:

• We are a fun fast-paced and rewarding place to work and grow!
• Nationally recognized in 2025 as number 25 on The Wall Street Journal Top 100 list of Americas Most Loved Workplaces
• Nationally recognized in 2023 and 2024 as a Newsweek Top 100 Americas Most Loved Workplace
• Named on Inc. 5000 Fastest Growing Private Companies list 14 years in a row!
• 23 Days of Personal Time Off 8 Company Holidays plus paid day of Volunteer Service annually
• Robust Insurance Coverage Options: Medical Dental Vision HSA FSA Life STD & LTD

Were seeking a Contact Center Technology & Process Lead to help shape the future of our contact center. Youll blend technology process optimization and innovation to improve how our advisors work and how our members are served.

This is a high-impact individual contributor role with significant cross-functional influence. This opportunity is ideal for someone ready to blend process excellence and technical expertise to enhance and optimize our contact center operations.

Contact Center Technology and Process Lead - Essential Duties & Responsibilities:

• Own & optimize contact center systems including inbound/outbound telephony IVR and call routing.
• Partner with IT to enhance Salesforce integrations and ensure systems connect seamlessly.
• Improve processes by identifying inefficiencies and implementing smarter workflows. Split time 75% hands-on execution and 25% strategic planning/innovation.
• Lead projects from concept through completion ensuring alignment and measurable results.
• Analyze data to drive improvements in technology performance and advisor experience.
• Explore new tech like AI automation and emerging technologies to elevate both advisor and customer outcomes.
• Collaborate cross-functionally with IT Finance Marketing and external vendors.

Required Skills/Experience:

• High School diploma or equivalent required. Bachelors degree in business administration management or a related field preferred.
• 5 years of experience in contact center operations or systems management.
• Hands-on expertise with phone systems IVR and Salesforce (Service Cloud preferred).
• Proven project management and process improvement success with measurable outcomes.
• Strong communication analytical and collaboration skills.
• Excellent communication and collaboration skills with the ability to influence at multiple levels.
• Demonstrates the Core Values of Delta Defense LLC.

Preferred Skills/Experience:

• Salesforce certifications (Admin Business Analyst or Service Cloud Consultant).
• Experience with knowledge management tools (Guru) or collaboration platforms (Slack).
• Familiarity with AI tools and automation in contact center environments.
• Lean Six Sigma or other process improvement training/certification.
• Demonstrated leadership or mentoring experience with a strong interest in developing people.

Target salary range $76000 - $95000 based on experience. This role is also bonus-eligible for company incentive plan.

Benefits information can be reviewed at: Delta Defense Careers

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