**Introduction** As the Customer Service Contact Center GTM Lead, you will support IBM’s consistent growth by bringing to the table your business development, sales, technical, account management, and delivery skills. Picture yourself working with a highly motivated, highly successful team with a proven sales record in IBM’s top technologies. If you’re ready to bring insights and experience in areas such as Customer Contact Center, Salesforce, ServiceNow, Generative AI and digital transformation, we are ready to offer you a best in class career development. **Your role and responsibilities** The IBM Consulting Federal Customer Practice Area is seeking to hire experienced consulting sales and delivery leaders to help drive client transformations in the age of cloud and GenerativeAI. This is a hands-on sales and delivery role with a targeted focus at our most valued US Federal clients. This individual will have in-depth Contact Center, business process and technical applications knowledge as well as the ability to lead discussions with client decision makers to clearly demonstrate how the Contact Center enables business transformation to drive business results. Responsibilities include providing advice & counsel to clients on best practices and architecture, oversight & accountability for delivery success, and achieving the highest level of client satisfaction.JOB RESPONSIBILITIES: * Lead and support pre-sales activities, assessments, and the delivery of transformational consulting solutions for our largest Federal clients * Participate in account planning sessions with strategic partners and IBM Client Account Leads to drive pipeline growth * Collaborate internally with industry Lead Account Partners to establish client relationships and identify new and add-on opportunities * Provide delivery leadership for multiple complex engagements * Build and manage executive relationships * Lead executive whiteboard/strategy sessions discussion around sales, marketing, and customer care processes * Develop client value proposition across areas of customer experience, service, security, channels and marketing. * Act as a key contributor to the Federal Capture process, proposal development; the implementation strategy, approach, timelines, and costs * Contribute to the growth and eminence of the practice through thought leadership and practice development activities, including coaching and mentoring talent * Establish and maintain trusted relationships with clients and partners to scope, solution, propose, close, and deliver Contact Center engagements * Managing process, projects and personnel involved in the fulfillment and delivery of work products * Manage expectations and day to day interactions with clients and sponsors * This role requires strong communication skills and executive presence This role can be hired anywhere in the Virginia, Maryland, or Washington DC area. **Required technical and professional expertise** Significant experience in sales and/or delivery in the Federal Sector • Significant experience in Federal Contact Center Design, Delivery, Business Case creation and deep knowledge of technology platform providers to support the Customer Contact Center ecosystem • Experience in the Federal Sales lifecycle, including account planning, capture, solution development, proposal development, and pricing • Experience working with clients to deliver large transformational programs • Evidence of working in a complex / matrixed environment **Preferred technical and professional experience** Certifications in Agile, Salesforce (Service Cloud), ServiceNow, Microsoft, Genesys, AWS or other call center technology is preferred IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.