MAS - Tmax Government Solutions LLC - 47QTCA22D00BD

GENERAL SERVICES ADMINISTRATION

Federal Acquisition Service Authorized Federal Supply Schedule FSS Price List

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order are available through GSA Advantage!®, a menu-driven database system. The INTERNET address GSA

Advantage!® is: GSAAdvantage.gov.

Multiple Award Schedule Code F: Information Technology

F05. IT Solutions Subcategory Code G: Miscellaneous

G06. Complimentary SINs Subcategory

Contract number: 47QTCA22D00BD

Contract Period: July 29, 2022 through July 28, 2027 Price list current as of Modification #PO-0004 Effective: August 23, 2023

For more information on ordering go to the following website: https://www.gsa.gov/schedules.

TMAX Government Solutions, LLC 4217 20th St NE

Washington, DC 20018 Tel: (202) 270-3689 Fax: (202) 278-2959 https://www.tmaxgov.com/

Contract Administration: Thomas A. Duckenfield III, Esq.

Phone: (202) 270-3689

Email: thomas.duckenfield@tdbgov.com

Business size: Minority-Owned, Veteran Owned, Service-Disabled Veteran Owned, Black American Owned, SBA Certified Small Disadvantaged Business Joint Venture (JV)

Prices Shown Herein are Net (discount deducted)

TMAX Government Solutions, LLC is a Mentor-Protégé joint venture between Maximus Federal Services, Inc (Mentor) and TDB Communications, Inc. (Small Business Protégé)

Maximus Federal Services, Inc’s (Mentor) GSA Schedule Contracts: GS-35F-685GA & GS-10F-0085Y

TDB Communications, Inc’s (Small Business Protégé) GSA Schedule Contracts: GS-10F-0230W, GS-03F-0099W & GS-07F-5937R

The joint venture partner(s) are prohibited from submitting competing offers for FSS program orders and BPAs using either their own FSS program contract(s) or any joint venture FSS program contract(s) for which they are a joint venture partner.

https://www.gsa.gov/schedules https://www.tmaxgov.com/ mailto:thomas.duckenfield@tdbgov.com

1a. Table of awarded special item number(s) with appropriate cross-reference to item descriptions and awarded price(s).

SIN SIN Description 561422 Automated Contact Center Solutions (ACCS) ANCILLARY Ancillary Supplies and Services OLM Order Level Materials

1b. Identification of the lowest priced model number and lowest unit price for that model for each special item number awarded in the contract. This price is the Government price based on a unit of one, exclusive of any quantity/dollar volume, prompt payment, or any other concession affecting price. Those contracts that have unit prices based on the geographic location of the customer, should show the range of the lowest price, and cite the areas to which the prices apply. N/A

1c. If the Contractor is proposing hourly rates, a description of all corresponding commercial job titles, experience, functional responsibility and education for those types of employees or subcontractors who will perform services shall be provided. If hourly rates are not applicable, indicate “Not applicable” for this item.

Please refer to Page #8, LABOR CATEGORY DESCRIPTIONS.

2. Maximum order:

Special Item No. 561422 -- $500,000 Special Item No. ANCILLARY -- $250,000 Special Item No. OLM -- $250,000

*Ordering activities may request a price reduction at any time before placing an order, establishing a BPA, or in conjunction with the annual BPA review. However, the ordering activity shall seek a price reduction when the order or BPA exceeds the simplified acquisition threshold. Schedule contractors are not required to pass on to all schedule users a price reduction extended only to an individual ordering activity for a specific order or BPA.

3. Minimum order: $100.00

4. Geographic coverage (delivery area): Domestic delivery - delivery within the 48 contiguous states, Alaska, Hawaii, Puerto Rico, Washington, DC, and U.S. Territories.

5. Point(s) of production (city, county, and State or foreign country): Same as company address.

6. Discount from list prices or statement of net price: Government Net Prices (discounts already deducted)

7. Quantity discounts: None

8. Prompt payment terms: Information for Ordering Offices: Prompt payment terms cannot be negotiated out of the contractual agreement in exchange for other concessions: 0%; Net 30 days

9. Foreign items (list items by country of origin): N/A

10a. Time of delivery: As Negotiated with the Ordering Agency.

10b. Expedited Delivery: As Negotiated with the Ordering Agency.

10c. Overnight and 2-day delivery: None

10d. Urgent Requirements: Agencies can contact the Contractor’s representative to affect a faster delivery.

CUSTOMER INFORMATION

11. F.O.B. point(s): Destination

12a. Ordering address.

For mailed orders, please submit to: TMAX Government Solutions, LLC

Washington, DC 20018

12b. Ordering procedures: See Federal Acquisition Regulation (FAR) 8.405-3.

13. Payment address(es).

For mailed payments, please submit to: TMAX Government Solutions, LLC

Washington, DC 20018

14. Warranty provision: None

15. Export packing charges, if applicable: N/A

16. Terms and conditions of rental, maintenance, and repair (if applicable): N/A

17. Terms and conditions of installation (if applicable): N/A

18a. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices (if applicable): N/A

18b. Terms and conditions for any other services (if applicable): N/A

19. List of service and distribution points (if applicable): N/A

20. List of participating dealers (if applicable): N/A

21. Preventive maintenance (if applicable): N/A

22a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants): N/A

22b. If applicable, indicate that Section 508 compliance information is available for the information and communications technology (ICT) products and services and show where full details can be found (e.g. contractor’s website or other location.) ICT accessibility standards can be found at: https://www.Section508.gov/: Not Applicable

23. Unique Entity Identifier (UEI) number: HPDAUNTA9GH7

24. Notification regarding registration in System for Award Management (SAM) database: TMAX Government Solutions, LLC is registered in SAM and the registration is current. CAGE code: 8ZQE2.

https://www.section508.gov/

561422 -- Automated Contact Center Solutions (ACCS) - ACCS is defined as any combination of products, equipment, software and/or services that are required to establish and maintain contact center capabilities managed by the contractor for an agency. These include a wide range of automated and attended managed solutions that allow agencies to respond to inquiries from the public. Permissible offerings under this SIN may include any technologies or services required to deliver and support ACCS to agencies, including but not limited to: Technology: Automated services to include but not limited to Artificial Intelligence (AI), Chat Bots, Robotic Process Automation, Interactive Voice Response (IVR), Voice/Speech Recognition, Text-to-Speech, Voicemail, Callback, Web Callback, Email Delivery, Hosted Online Ordering, Hosted Email Web Form, Hosted FAQ Service, etc. NOTE: Subject to Cooperative Purchasing

ANCILLARY --- Ancillary Supplies and Services - Ancillary supplies and/or services are support supplies and/or services which are not within the scope of any other SIN on this schedule. These supplies and/or services are necessary to compliment a contractor's offerings to provide a solution to a customer requirement. This SIN may be used for orders and blanket purchase agreements that involve work or a project that is solely associated with the supplies and/or services purchased under this schedule. NOTE: When used in conjunction with a Cooperative Purchasing eligible SIN, this SIN is Cooperative Purchasing Eligible.

OLM -- Order-Level Materials (OLMs): Order-Level Materials (OLMs) are supplies and/or services acquired in direct support of an individual task or delivery order placed against a Federal Supply Schedule (FSS) contract or FSS blanket purchase agreement (BPA). OLMs are not defined, priced, or awarded at the FSS contract level. They are unknown before a task or delivery order is placed against the FSS contract or FSS BPA. OLMs are only authorized for inclusion at the order level under a Time-and-Materials (T&M) or Labor-Hour (LH) Contract Line-Item Number (CLIN) and are subject to a Not To Exceed (NTE) ceiling price. OLMs include direct materials, subcontracts for supplies and incidental services for which there is not a labor category specified in the FSS contract, other direct costs (separate from those under ODC SINs), and indirect costs. OLMs are purchased under the authority of the FSS Program and are not "open market items."

SIN DESCRIPTIONS

1) Organizational Conflicts of Interest

a) Definitions.

"Contractor" means the person, firm, unincorporated association, joint venture, partnership, or corporation that is a party to this contract.

"Contractor and its affiliates" and "Contractor or its affiliates" refers to the Contractor, its chief executives, directors, officers, subsidiaries, affiliates, subcontractors at any tier, and consultants and any joint venture involving the Contractor, any entity into or with which the Contractor subsequently merges or affiliates, or any other successor or assignee of the Contractor.

An "Organizational conflict of interest" exists when the nature of the work to be performed under a proposed ordering activity contract, without some restriction on ordering activities by the Contractor and its affiliates, may either (i) result in an unfair competitive advantage to the Contractor or its affiliates or (ii) impair the Contractor's or its affiliates' objectivity in performing contract work.

b) To avoid an organizational or financial conflict of interest and to avoid prejudicing the best interests of the ordering activity, ordering activities may place restrictions on the Contractors, its affiliates, chief executives, directors, subsidiaries and subcontractors at any tier when placing orders against schedule contracts. Such restrictions shall be consistent with FAR 9.505 and shall be designed to avoid, neutralize, or mitigate organizational conflicts of interest that might otherwise exist in situations related to individual orders placed against the schedule contract. Examples of situations, which may require restrictions, are provided at FAR 9.508

2) Services Performed

a) All services performed by the Contractor under the terms of this contract shall be as an independent Contractor, and not as an agent or employee of the ordering activity.

b) The Contractor shall commence performance of services on the date agreed to by the Contractor and the ordering activity.

c) The Contractor agrees to render services only during normal working hours, unless otherwise agreed to by the Contractor and the ordering activity.

3) Travel. Any Contractor travel required in the performance of services must comply with the

Pub. L. 99-234 and FAR Part 31.205-46, as applicable, in effect on the date(s) the travel is performed. Established Federal Government per diem rates will apply to all Contractor travel.

4) Warranty

a) Unless otherwise specified in this contract, the Contractor's standard commercial warranty as stated in the contract's commercial pricelist will apply to this contract.

b) The Contractor's commercial guarantee/warranty shall be included in the Commercial Supplier Agreement to include Enterprise User License Agreements or Terms of Service (TOS) agreements, if applicable.

c) Except as otherwise provided by an express or implied warranty, the Contractor will not be liable to the ordering activity for consequential damages resulting from any defect or deficiencies in accepted items.

TERMS AND CONDITIONS FOR ALL IT

CONTRACTORS

Regulation Number Regulation Title/Comments

52.222-46 EVALUATION OF COMPENSATION FOR PROFESSIONAL EMPLOYEES (FEB 1993)

52.222-48 EXEMPTION FROM APPLICATION OF THE SERVICE CONTRACT LABOR STANDARDS TO CONTRACTS FOR

MAINTENANCE, CALIBRATION, OR REPAIR OF CERTAIN EQUIPMENT CERTIFICATION (MAY 2014)

52.223-19 COMPLIANCE WITH ENVIRONMENTAL MANAGEMENT SYSTEMS (MAY 2011)

52.223-2 AFFIRMATIVE PROCUREMENT OF BIOBASED PRODUCTS UNDER SERVICE AND CONSTRUCTION CONTRACTS (SEP 2013)

52.229-1 STATE AND LOCAL TAXES (APR 1984)

52.222-62 PAID SICK LEAVE UNDER EXECUTIVE ORDER 13706 (JAN 2017)

52.223-13 ACQUISITION OF EPEAT - REGISTERED IMAGING EQUIPMENT (JUN 2014)

52.223-14 ACQUISITION OF EPEAT® - REGISTERED TELEVISIONS (JUN 2014)

52.223-16 ACQUISITION OF EPEAT® - REGISTERED PERSONAL COMPUTER PRODUCTS (OCT 2015)

552.238-115 SPECIAL ORDERING PROCEDURES FOR THE ACQUISITION OF ORDER-LEVEL MATERIALS (MAY 2019)

552.238-107 TRAFFIC RELEASE (SUPPLIES) (MAY 2019)

552.238-73 IDENTIFICATION OF ELECTRONIC OFFICE EQUIPMENT PROVIDING ACCESSIBILITY FOR THE HANDICAPPED (MAY 2019)

552.238-86 DELIVERY SCHEDULE (MAY 2019)

552.238-89 DELIVERIES TO THE U.S. POSTAL SERVICE (MAY 2019)

552.238-90 CHARACTERISTICS OF ELECTRIC CURRENT (MAY 2019)

552.238-91 MARKING AND DOCUMENTATION REQUIREMENTS FOR SHIPPING (MAY 2019)

552.238-92 VENDOR MANAGED INVENTORY (VMI) PROGRAM (MAY 2019)

552.238-93 ORDER ACKNOWLEDGMENT (MAY 2019)

552.238-94 ACCELERATED DELIVERY REQUIREMENTS (MAY 2019)

Automated services include, but not limited to Artificial Intelligence (AI), Chat Bots, Robotic Process Automation, Interactive Voice Response (IVR), Voice/Speech Recognition, Text-to-Speech, Voicemail, Callback, Web Callback, Email Delivery, Hosted Online Ordering, Hosted Email Web Form, Hosted FAQ Service, etc.).

IT Professional Services are included in this SIN.

Ancillary supplies and/or services shall neither be the primary purpose, nor the preponderance of the work ordered but be an integral part of the total solution offered.

a.) Transition of Contact Center Services i.) The time period required to transition from an ordering activity’s existing contact center solution and requirements to new requirements (as defined in the task order) and shall be in accordance with the ordering activity's task order.

ii.) Transition shall begin at Notice-To-Proceed and continue for a period as specified in the task order.

During the transition period, the Contractor shall work with the ordering activity to develop a sound project implementation plan and to perform all preparatory work to establish one or more fully functional multi-channel contact centers in support of the task.

iii.) The Government will transfer business and procedural data, including appropriate training material, to the Contractor, and work with the Contractor to establish appropriate system feeds.

iv.) The transition period will provide the Contractor with the opportunity to prepare and staff its contact center; develop the support of the knowledge base and scripts for automated response in support of the project; establish a fully functional contact center to handle the expected work volume; and complete all transition related activities to migrate the service to the new center.

v.) Based on the Contractor's ability and expert advice on transitioning the work volume, the ordering activity reserves the right to coordinate with the Contractor to achieve a staffing plan that minimizes disruption of the existing services and seamlessly transitions the customer base and work volumes to the new center.

The work performed under this SIN shall be associated with existing SIN(s) under the contract. Ancillary supplies and/or services shall not be the primary purpose of the work ordered but be an integral part of the total solution offered. Ancillary supplies and/or services may only be ordered in conjunction with or in support of supplies or services purchased under another SIN(s). Offerors may be required to provide additional information to support a determination that their proposed ancillary supplies and/or services are commercially offered in support of one or more SIN(s).

Specific Instructions for SIN 561422 - Automated Contact Center Solutions (ACCS)

SPECIFIC INSTRUCTIONS FOR SIN ANCILLARY

Ancillary Supplies and Services

EDUCATION SUBSTITUTIONS, ALL LABOR CATEGORY LEVELS:

Master’s Degree counts for 6 years of experience

Bachelor’s (BA/BS) Degree counts for 4 years of experience

Associate degree counts for 2 years of experience

LABOR CATEGORY DESCRIPTIONS FOR SINS 561422 Automated Contact Center Solutions (ACCS)

& ANCILLARY

CONTACT CENTER ADMINISTRATIVE ASSISTANT

LABOR CATEGORY / LEVEL: CONTACT CENTER ADMINISTRATIVE ASSISTANT I** (MAXIMUS FEDERAL SERIVCES, INC)

Description: Provides principal administrative support in a Contact Center environment, usually to one individual, and, in some cases, to the subordinate staff of that individual. Maintains a close and highly responsive relationship to the day-to-day activities of the supervisor and staff, works fairly independently under direct supervision and guidance, and performs various clerical and secretarial duties requiring knowledge of office routine and an understanding of the organization, programs, and procedures related to the work of the office. Requires working knowledge of certain office software programs.

Minimum Experience: 0 years

Minimum Education: High School

LABOR CATEGORY / LEVEL: CONTACT CENTER ADMINISTRATIVE ASSISTANT II** (MAXIMUS FEDERAL SERIVCES, INC)

Description: Provides principal secretarial support in a Contact Center, usually to one individual, and, in some cases, to the subordinate staff of that individual. Maintains a close and highly responsive relationship to the day-to-day activities of the supervisor and staff, works fairly independently under moderate supervision and guidance, and performs various clerical and secretarial duties requiring knowledge of office routine and an understanding of the organization, programs, and procedures related to the work of the office. May be responsible for creating reports and distributing on a regular schedule. Computers may exist in the environment, requiring working knowledge of certain office software programs.

Minimum Experience: 2 years

LABOR CATEGORY / LEVEL: CONTACT CENTER ADMINISTRATIVE ASSISTANT III** (MAXIMUS FEDERAL SERIVCES, INC)

Description: Provides principal secretarial support in a Contact Center, usually to one individual, and, in some cases, to the subordinate staff of that individual. Assists with more complex tasks. Maintains a close and highly responsive relationship to the day-to-day activities of the supervisor and staff, works independently receiving a minimum of detailed supervision and guidance, and performs various clerical and secretarial duties requiring knowledge of office routine and an understanding of the organization, programs, and procedures related to the work of the office.

Responsible for creating reports and distributing on a regular schedule. Computers may exist in the environment, requiring working knowledge of certain office software programs.

Minimum Experience: 4 years

LABOR CATEGORY / LEVEL: CONTACT CENTER ADMINISTRATIVE ASSISTANT IV** (MAXIMUS FEDERAL SERIVCES, INC)

Description: Leads the execution of complex tasks. Provides principal secretarial support in a Contact Center environment, usually to one individual, and, in some cases, to the subordinate staff of that individual. Maintains a close and highly responsive relationship to the day-to-day activities of the supervisor and staff, works fairly independently receiving a minimum of detailed supervision and guidance, and performs various clerical and secretarial duties requiring knowledge of office routine and an understanding of the organization, programs, and procedures related to the work of the office. Computers may exist in the environment, requiring working knowledge of certain office software programs. Works independently or with little management oversight.

Minimum Experience: 6 years

CONTACT CENTER FINANCE & ACCOUNTING

LABOR CATEGORY / LEVEL: CONTACT CENTER ASSOCIATE ANALYST - FINANCE & ACCOUNTING (MAXIMUS FEDERAL

SERIVCES, INC)

Description: In support of Contact Center, responsible for assisting in preparation, coordination, and documentation of financial analysis projects. Provides analytical support for forward-looking financial and business-related projects.

Assists in the preparation of forecasts and analysis of trends. Assists in financial forecasting and reconciliation of internal accounts. Works on projects/matters of limited complexity in a support role. Work is closely managed.

Minimum Education: Bachelors

LABOR CATEGORY / LEVEL: CONTACT CENTER ANALYST - FINANCE & ACCOUNTING (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responsible for the preparation, coordination, and documentation of financial analysis projects such as financial and expense performance, rate of return, depreciation, working capital, and investments. Provides analysis for forward-looking financial and business-related projects. Prepares forecasts and analysis of trends. Responsible for the reconciliation of internal accounts. Identifies trends and developments in competitive environments and presents findings to senior management. Gaining exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work.

Minimum Experience: 3+ years RE

Minimum Education: Bachelors

LABOR CATEGORY / LEVEL: CONTACT CENTER SENIOR ANALYST - FINANCE & ACCOUNTING (MAXIMUS FEDERAL

SERIVCES, INC)

Description: In support of Contact Center, responsible for the preparation, coordination, and documentation of financial analysis projects such as financial and expense performance, rate of return, depreciation, working capital, and investments. Provides analysis for forward-looking financial and business-related projects. Prepares forecasts and analysis of trends. Identifies trends and developments in competitive environments and presents findings to senior management. Creates and analyzes monthly, quarterly, and annual reports and ensures financial information has been recorded accurately. May conduct special financial and business-related studies and cooperates with other departments in the preparation of analyses. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature.

Minimum Experience: 5 years

Minimum Education: Bachelors

LABOR CATEGORY / LEVEL: CONTACT CENTER SENIOR ADMIN - FINANCE & ACCOUNTING** (MAXIMUS FEDERAL

SERIVCES, INC)

Description: In support of Contact Center, assists with the maintenance of the general ledger, preparation of various accounting statements and financial reports and accounts payable or receivable functions. Assists in preparation, coordination, and documentation of financial analysis projects. Provides analytical support for forward-looking financial and business-related projects. Assists in the preparation of forecasts and analysis of trends.

CONTACT CENTER CUSTOMER SERVICE

LABOR CATEGORY / LEVEL: CONTACT CENTER CUSTOMER SERVICE REPRESENTATIVE I ENGLIGH** (MAXIMUS

FEDERAL SERIVCES, INC)

Description: In support of Contact Center, respond to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Resolve routine and basic problems and communicates solution or requested information to the customer. Analyze a customer's service needs and refer to other service or technical departments for follow up as needed. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area.

*See Pricelist for Nights, Weekends and Holiday Rates.

LABOR CATEGORY / LEVEL: CONTACT CENTER CUSTOMER SERVICE REPRESENTATIVE I BILINGUAL** (MAXIMUS

FEDERAL SERIVCES, INC)

Description: Respond to customer inquiries by telephone or e-mail to provide non-technical problem resolution in support of Contact Center. Resolve routine and basic problems and communicates solution or requested information to the customer. Analyze a customer's service needs and refer to other service or technical departments for follow up as needed. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. Must speak and read English and Spanish clearly, professionally, and fluently.

Minimum Experience: 0 years

Minimum Education: High School

LABOR CATEGORY / LEVEL: CONTACT CENTER CUSTOMER SERVICE REPRESENTATIVE II ENGLISH** (MAXIMUS

FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Resolves mostly routine and some non-routine, more complex problems and communicates solution or requested information to the customer. Analyze a customer's service needs and refer to other service or technical departments for follow up as needed. Gaining or has attained full proficiency in a specific area of discipline. Works under moderate supervision.

*See Pricelist for Nights, Weekends and Holiday Rates.

Minimum Experience: 6 months

LABOR CATEGORY / LEVEL: CONTACT CENTER CUSTOMER SERVICE REPRESENTATIVE III ENGLISH** (MAXIMUS

FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Resolves more non-routine, more complex problems and communicates solution or requested information to the customer. Analyze a customer's service needs and refer to other service or technical departments for follow up as needed. Deviates from standard procedures as needed to provide appropriate resolutions. Has attained full proficiency in a specific area of discipline and may provide coaching and support to lower-level representatives. Works under limited to moderate supervision.

*See Pricelist for Nights, Weekends and Holiday Rates.

LABOR CATEGORY / LEVEL: CONTACT CENTER CUSTOMER SERVICE REPRESENTATIVE III BILINGUAL** (MAXIMUS

FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Resolves more non-routine, more complex problems and communicates solution or requested information to the customer. Analyze a customer's service needs and refer to other service or technical departments for follow up as needed. Deviates from standard procedures as needed to provide appropriate resolutions. Has attained full proficiency in a specific area of discipline and may provide coaching and support to lower-level representatives. Works under limited to moderate supervision. Must speak and read English and Spanish clearly, professionally, and fluently.

*See Pricelist for Nights, Weekends and Holiday Rates.

CONTACT CENTER FACILITIES

LABOR CATEGORY / LEVEL: CONTACT CENTER FACILITIES SUPERVISOR (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, supervises and coordinates the day-to-day activities of teams that ensure optimal functioning and maintenance of all building properties. Oversees installation, inspections, repairs, routine maintenance and troubleshooting of building systems including mechanical, electrical, fire/life safety, plumbing, and waste management. Tracks facilities service requests with applicable system and completes requests within established timelines and quality specifications. Maintains a safe and effective working environment. Trains team on policies and procedures. May coordinate work to be completed by contractors and skilled trades. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of functional area and department processes.

Minimum Experience: 3 years

LABOR CATEGORY / LEVEL: CONTACT CENTER FACILITIES MANAGER (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, manages and coordinates the administrative and operational staff, systems, and activities that ensure optimal functioning and maintenance of all building properties. Directs the maintenance of all building systems including mechanical, electrical, fire/life safety, plumbing, and waste management. Prepares and implements preventive maintenance schedules. Manages and trains a staff of employees in the general maintenance of buildings, grounds, infrastructures, equipment. Ensures facilities maintenance work follows safety standards, conforms to specifications, and work orders are tracked and completed within the budgeted guidelines. May oversee contractors engaged for facility renovation projects. Manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of the function and department processes.

Minimum Experience: 5 years

CONTACT CENTER HELP DESK

LABOR CATEGORY / LEVEL: CONTACT CENTER HELP DESK TECHNICIAN I** (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, provides end user support and customer service for basic computer and hardware issues. When unable to resolve issues, serves as liaison between staff and technical support. Tracks and reports complaints in order to spot trends or problem areas for quick resolution. May use problem-tracking databases or other specialized Help Desk software. May escalate problems to appropriate departments, where appropriate.

LABOR CATEGORY / LEVEL: CONTACT CENTER HELP DESK TECHNICIAN II** (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, works closely with user community and Help Desk staff to identify, research, isolate and resolve problems of moderate complexity relating to all aspects of office automation and data center operations. Tracks and reports complaints in order to spot trends or problem areas for quick resolution. May use problem-tracking databases or other specialized Help Desk software. Responsible for ensuring timely and effective resolutions to problems. May escalate problems to appropriate departments, where appropriate.

CONTACT CENTER HUMAN CAPITAL

LABOR CATEGORY / LEVEL: CONTACT CENTER HUMAN CAPITAL MANAGER (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responsible for the overall management of Human Capital support functions to ensure high quality and effective Human Capital operations and administration. Experience assisting in preparing workforce analysis plans that detail how organizations will be assessed in terms of current and future HR needs. Evaluates organizational structures in relation to designed organizational strategies and mission requirements and recommends organizational structures to bring those elements into alignment. Manages Human Capital staff, including performance development and review. May have experience recommending succession planning, career pathways, and future growth into organizational design components. Tasks may include Uses skill inventories and other means to identify current organizational. Recommends communication strategies and methods for adapting structures. Makes recommendations on appropriate mission/function statements. Makes recommendations on new positions in line with the recommended or revised structure.

LABOR CATEGORY / LEVEL: CONTACT CENTER HUMAN CAPITAL SENIOR MANAGER (MAXIMUS FEDERAL SERIVCES, Description: In support of Contact Center, responsible for the overall management of Human Capital support functions to ensure high quality and effective Human Capital operations and administration. Provide oversight for all Human Capital initiatives, direct project recruitment and hiring efforts to ensure compliance with contract requirements. Maintain personnel data including employment and other pertinent information. Participate in the development, delivery, and coordination of training activities at all levels. Review and make recommendations on salary, bonuses, and awards.

Minimum Experience: 7 years

LABOR CATEGORY / LEVEL: CONTACT CENTER HUMAN CAPITAL DIRECTOR (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, plans, directs, and implements policies for all areas of the Human Capital function including staffing, compensation, benefits, training, employee relations, safety, and compliance. Experience assisting in preparing workforce analysis plans that detail how organizations will be assessed in terms of current and future HR needs. Evaluates organizational structures in relation to designed organizational strategies and mission requirements and recommend organizational structures to bring those elements into alignment. May have experience recommending succession planning, career pathways, and future growth into organizational design components. Tasks may include Uses skill inventories and other means to identify current organizational structures.

Recommends communication strategies and methods for adapting structures. Makes recommendations on appropriate mission/function statements. Makes recommendations on new positions in-line with the recommended or revised structure.

Minimum Experience: 9 years

LABOR CATEGORY / LEVEL: CONTACT CENTER ASSOCIATE SPECIALIST - HUMAN CAPITAL (MAXIMUS FEDERAL

Description: Assists in administering human resources policies and procedures in support of Contact Center. Collects and maintains HR data related to compensation, benefits, training, recruitment, etc. to help make recommendations for improvement. Processes paperwork for functional area according to established procedures. May prepare internal employee communications regarding compensation, benefits, or company policies. Works on projects/matters of limited complexity in a support role. Work is closely managed.

Minimum Education: Associates

LABOR CATEGORY / LEVEL: CONTACT CENTER SPECIALIST - HUMAN CAPITAL (MAXIMUS FEDERAL SERIVCES, INC)

Description: Administers human resources policies and procedures in support of Contact Center. Collects and maintains HR data related to compensation, benefits, training, recruitment, etc. to help make recommendations for improvement. Processes paperwork for functional area according to established procedures. Provides support for all human resources related activities. May prepare internal employee communications regarding compensation, benefits, or company policies. Gaining exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work.

LABOR CATEGORY / LEVEL: CONTACT CENTER SENIOR SPECIALIST - HUMAN CAPITAL (MAXIMUS FEDERAL SERIVCES, Description: Designs and administers human resources policies and procedures in support of Contact Center.

Collects and analyzes HR data related to compensation, benefits, training, recruitment, etc. to determine improvements and report to management. Processes paperwork for functional area according to established procedures. Prepares internal employee communications regarding compensation, benefits, or company policies.

Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature.

LABOR CATEGORY / LEVEL: CONTACT CENTER WORKFORCE ANALYST (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, will work closely with site operations and leadership to ensure service levels are met or exceeded, and to maximize efficiencies regarding call volume and staffing. Will provide analytical review and determinations around forecasting to ensure appropriate staffing levels are met. Provide complex staffing plans based on volume expectations and past performance, while monitoring intraday, staffing data, and agent adherence in real-time.

LABOR CATEGORY / LEVEL: CONTACT CENTER WORKFORCE ADMIN II** (MAXIMUS FEDERAL SERIVCES, INC)

Description: Works on assignments that are moderately routine and complex in nature, with responsibilities that may be learned on the job. Monitor call volume and staffing data to ensure workers are performing in accordance with established quality and performance standards. Research inquiries using various tools, databases, written materials, and online resources to provide knowledgeable responses and solutions to staffing requirements. Works under limited to moderate supervision.

LABOR CATEGORY / LEVEL: CONTACT CENTER WORKFORCE SUPERVISOR (MAXIMUS FEDERAL SERIVCES, INC)

Description: Responsible for daily supervision of lower-level Workforce Management staff to ensure appropriate staffing performance levels are met. Provides coaching and development to staff, and deliver corrective action plans, as needed. Provides direction to Workforce Management staff based on current needs as mandated by service levels and client expectations.

LABOR CATEGORY / LEVEL: CONTACT CENTER WORKFORCE MANAGER (MAXIMUS FEDERAL SERIVCES, INC)

Description: Oversees Contact Center Workforce Management team and programs. Establishes standards, procedures, and policies that governs appropriate actions to ensure staffing levels and call forecasting performance goals are met or exceeded. Develops and defines major and minor goals for Workforce Management division. May provide coaching and development plans for staff, as needed.

CONTACT CENTER IT

LABOR CATEGORY / LEVEL: CONTACT CENTER IT SUPERVISOR (MAXIMUS FEDERAL SERIVCES, INC)

Description: Leads employees and oversees the technical projects and work associated with the information technology department in accordance with Contact Center policies and goals, including Contact Center helpdesk professionals. Manage internal and external timelines, coordinate and prioritize technical resources, and drive effective delivery. Recommend changes and improvements to processes and policies to optimize efficiency. Ensure IT team members are complying with quality and customer standards.

LABOR CATEGORY / LEVEL: CONTACT CENTER IT MANAGER (MAXIMUS FEDERAL SERIVCES, INC)

Description: Manage all Contact Center IT activities for a program, project, or function relating to resources and facilities management, database planning and design, systems analysis and design, network services, programming, conversion and implementation support, network services, data/records management, and other computer related services. Implement and maintain the policies and goals for the IT department to support the Contact Center's needs. Ensure proper information system operations and plan necessary upgrades. Manage IT team members and deliver coaching and performance reviews as needed.

CONTACT CENTER OPERATIONS

LABOR CATEGORY / LEVEL: CONTACT CENTER OPERATIONS ADMIN I** (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, provides administrative support in a variety of functions to an individual, team, department, or other group in an organization. Collects, reviews, and analyzes data, and prepares reports, charts, budgets, and other presentation materials. Responds to or routes routine inquiries from external or internal sources with standard correspondence or other messaging. Schedules and coordinates meetings, travel, and other group activities. Has basic word processing, spreadsheet, and graphics software skills

LABOR CATEGORY / LEVEL: CONTACT CENTER OPERATIONS ADMIN II** (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, provides administrative support in a variety of functions to an individual, team, department, or another group in an organization. Collects, reviews, and analyzes data and prepares reports, charts, budgets, and other presentation materials. Responds to or routes routine inquiries from external or internal sources with own correspondence or other messaging. Schedules and coordinates meetings, travel, and other group activities. May be responsible for creating reports and distributing on a regular schedule. Has advanced word processing, spreadsheet, and graphics software skills.

LABOR CATEGORY / LEVEL: CONTACT CENTER OPERATIONS ADMIN III** (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center Operations, provides administrative support in a variety of functions to a department head, team, department, or another group in an organization. Collects, reviews, analyzes complex and/or confidential data and prepares reports, charts, budgets, and other presentation materials. Responds to or routes non-routine or confidential inquiries from external or internal sources with correspondence or other messaging. Schedules and coordinates meetings, travel, and other group activities. Has advanced word processing, spreadsheet, and graphics software skills.

CONTACT CENTER QUALITY ASSURANCE

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE SUPERVISOR (MAXIMUS FEDERAL SERIVCES, Description: Responsible for the day-to-day activities and supervision of the Contact Center Quality Assurance team members with a focus on measuring adherence to policy and procedure. Provide direction to Contact Center Quality Assurance staff in regard to completing monitors and evaluations of customer interaction quality. Provide coaching and development as necessary to staff, and deliver corrective action plans, if needed.

Minimum Experience: 3 years

Minimum Education: Bachelors

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE MANAGER (MAXIMUS FEDERAL SERIVCES, INC)

Description: Oversees Contact Center Quality Assurance programs and establishes standards governing customer interactions and implements monitoring programs. Develops and implements quality control methodologies to ensure compliance with quality assurance standards, guidelines, and procedures. Develops and defines major and minor characteristics of quality including quality metrics and scoring parameters and determines requisite quality control resources. Establishes and maintains a process for evaluating deliverables and associated documentation and or assists in the evaluation.

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE SPECIALIST (MAXIMUS FEDERAL SERIVCES, INC)

Description: Responsible for completing quality evaluations as part of the Quality Management Plan and analyzing results to drive continuous improvement. Provide support for Contact Center staff, including monitoring and evaluating customer interactions for quality and tracking issues in the quality monitoring systems or tools. Provide feedback to improve performance and develop training programs.

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE SENIOR SPECIALIST (MAXIMUS FEDERAL

Description: Responsible for completing quality evaluations as part of the Quality Management Plan and analyzing results to drive continuous improvement. Provide support for Contact Center staff, including monitoring and evaluating customer interactions for quality and tracking issues in the quality monitoring systems or tools. Provide feedback to improve performance and develop training programs. Work with team members to define quality metrics. May suggest and identify process improvements.

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE - ADMIN I** (MAXIMUS FEDERAL SERIVCES, INC)

Description: "Responsible for monitoring and evaluating inbound and outbound calls, data entry, faxes, emails and other transactions against established standards and criteria in support of Contact Center Quality Assurance.

Provide technical and administrative assistance for personnel performing software development tasks, including the review of work products for correctness, adherence to the design concept and to user standards, review of program documentation to assure government standards/requirements are adhered to, and for progress in accordance with schedules. Track problems and provide updates to the Project Manager and/or Quality Assurance Manager. Prepare milestone status reports and deliveries/presentations on the system concept to colleagues, subordinates, and end user representatives.

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE - ADMIN II ENGLISH** (MAXIMUS FEDERAL

Description: Performs work that is occasionally non-routine and more complex. Performs quality assurance functions of higher-level roles. Responsible for monitoring and evaluating inbound and outbound calls, data entry, faxes, emails and other transactions against established standards and criteria in support of Contact Center Quality Assurance. Provide technical and administrative assistance for personnel performing software development tasks, including the review of work products for correctness, adherence to the design concept and to user standards, review of program documentation to assure government standards/requirements are adhered to, and for progress in accordance with schedules. Track problems and provide updates to the Project Manager and/or Quality Assurance Manager. Prepare milestone status reports and deliveries/presentations on the system concept to colleagues, subordinates, and end user representatives. Works under limited to moderate supervision.

*See Pricelist for Holiday Rates.

LABOR CATEGORY / LEVEL: CONTACT CENTER QUALITY ASSURANCE - ADMIN II BILINGUAL** (MAXIMUS FEDERAL

Description: Performs work that is occasionally non-routine and more complex. Performs quality assurance functions of higher-level roles. Responsible for monitoring and evaluating inbound and outbound calls, data entry, faxes, emails and other transactions against established standards and criteria in support of Contact Center Quality Assurance. Provide technical and administrative assistance for personnel performing software development tasks, including the review of work products for correctness, adherence to the design concept and to user standards, review of program documentation to assure government standards/requirements are adhered to, and for progress in accordance with schedules. Track problems and provide updates to the Project Manager and/or Quality Assurance Manager. Prepare milestone status reports and deliveries/presentations on the system concept to colleagues, subordinates, and end user representatives. Works under limited to moderate supervision. Must speak and read English and Spanish clearly, professionally, and fluently.

*See Pricelist for Holiday Rates.

CONTACT CENTER REPORTING

LABOR CATEGORY / LEVEL: CONTACT CENTER REPORTING MANAGER (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, formulates and manages the development and implementation of goals, objectives, and procedures pertaining to reporting across a project. Interfaces with clients and internal requestors to comprehensively scope and document reporting and analysis requirements. Performs complex data analysis, results interpretation, and report preparation in support of ad-hoc and standing customer requests as it relates to Contact Center reporting.

LABOR CATEGORY / LEVEL: CONTACT CENTER ANALYST – REPORTING (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responsible for designing, creating, analyzing, building, and distributing reports based on data collected in order to provide information regarding project performance and compliance.

Tests and validates models and results. Prepares reports that outline and rank proposed solutions and present a range of possible alternatives. Performs data analysis, results interpretation, and report preparation in support of ad-hoc and standing customer requests as it relates to Contact Center reporting.

LABOR CATEGORY / LEVEL: CONTACT CENTER SENIOR ANALYST – REPORTING (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of Contact Center, responsible for designing, creating, analyzing, building, and distributing reports based on data collected in order to provide information regarding project performance and compliance.

Tests and validates models and results. Prepares reports that outline and rank proposed solutions and present a range of possible alternatives. Performs complex data analysis, results interpretation, and report preparation in support of ad-hoc and standing customer requests as it relates to Contact Center reporting.

CONTACT CENTER STAFF

LABOR CATEGORY / LEVEL: CONTACT CENTER VICE PRESIDENT – PROGRAM (MAXIMUS FEDERAL SERIVCES, INC)

Description: Serves in an executive leadership role on the project, reporting to the President. As the Contact Center executive-level point of contact, establishes and maintains relationships with representatives of client agencies, stakeholders, and community organizations to promote and develop services. Ensures project compliance with all applicable corporate, contract, state and federal requirements and regulations. Provides executive management of the project's financial plan and forecast.

Minimum Experience: 10 years

LABOR CATEGORY / LEVEL: CONTACT CENTER DIRECTOR (MAXIMUS FEDERAL SERIVCES, INC)

Description: Directs the entire operations of the organization's Contact Center facility. Implements and reviews policies and operating structure of the Contact Center. Sets standards and guidelines for customer interactions.

Monitors the interactions to ensure that the expectations of the customers are met. Analyzes operations of the Contact Center and oversees any efficiency improvements. Creates functional strategies and specific objectives.

Develops budgets/policies/procedures to support the functional infrastructure.

Minimum Experience: 9 years

Minimum Education: Bachelors

LABOR CATEGORY / LEVEL: CONTACT CENTER SENIOR DIRECTOR (MAXIMUS FEDERAL SERIVCES, INC)

Description: In support of the Contact Center Operations, leads the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience; meets and exceeds compliance requirements. Responsible for managing very complex and/or high-risk programs. Directs daily staff and task activities to meet client and corporate work objectives. Supervises assigned technical and administrative staff, including subordinate managers. Assures quality of task products, services, and deliverables, including participating in reviews, audits, and site visits. Serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems.