DTI Customer Engagement Specialist

This position is Exempt from the State of Delaware Merit System

Recruitment #112619-MUAD02-110400


Looking for a rewarding career in the fast-paced technology industry? Look no further!

The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. 

In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale.

To learn more visit DTI’s Website at https://dti.delaware.gov/

Summary Statement

The Customer Engagement Specialist (CES) is responsible for business relationships with DTI customers and providing support to the State’s business organizations through the transformational processes involving change through major project implementations.  The CES serves as an agent of change and supporter for both DTI and the customer, using influence to facilitate the various transactions between the parties.


Principal responsibilities are

  • Owning and maintaining the relationship between DTI and other state organizations (agencies, legislature, judiciary, school districts and other educational organizations, various other elected officials and state related boards and commissions.  In some cases, this may include quasi state organizations.
  • Partnering with customers to understand and evaluate the “as-is” business operation and processes and to define the “to-be” state based upon business requirements and best practices.
  • Recommending solutions that improve business process performance for the customer and align with DTI’s technology strategy, policies and standards.
  • Working with DTI technical team and vendors to achieve delivery of required solutions.
  • Analyzing and documenting functional impacts in support of new business or technical initiatives.
  • Representing the customer’s interests within DTI, including service level management, business case processes, project oversight, change scheduling, incident handling, service issue escalation, and various other functions.
  • Representing DTI’s interests to the customers, including policies, standards, procedures, best practices, business case issues, and various other functions.
  • Provide an organizational change management strategy for assigned projects by using DTI’s unique methodology, processes and tool sets in order to afford the structure and guidance necessary to effectively prepare people to accept change in order for their organization to accomplish their business strategy.
  • Enable business process management solutions to modify and/or create policies and practices that will improve productivity or reduce risk.
  • Developing effective communication strategies


The CES is part of the Customer Engagement Team.  The CES understands technology, and possesses a track record of demonstrated technical experience and expertise. More importantly, the CES knows how to apply this knowledge to a customer’s business goals and translate technical terms and processes in a manner that will continually increase the end-user confidence in the new system and sustain the integrity of the project


The CES will have high expectations of accomplishments, proficient strategic business and industry knowledge, ambition, talent, and interpersonal skills.  Based upon important DTI customer relationships, this position must represent the highest degree of professionalism and display a genuine interest in assisting customers in finding the appropriate business solution(s) through implementation of the solution.

Job Requirements

JOB REQUIREMENTS for Customer Engagement Specialist

Please attach a resume with your online application or use the resume tab in DEL to provide a detailed description of how your education, training and/or experience meets each job requirement including employer, experience/responsibilities and dates (month/year) of employment/training.

  • Possess a bachelor’s degree OR equivalent work experience.
  • Possess a minimum of 3 years’ experience in customer relationship management and experience in working successfully with a wide range and large number of people and/or organizations, preferably in a technology setting.
  • Possess a minimum of 3 years’ of hands-on experience within a relevant IT discipline, such as computer networks, application development, network administration, etc.

Conditions of Hire

Criminal background check: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire.

Applicants must be legally authorized to work in the United States.  DTI participates in E-Verify.  DTI does not provide employment-based sponsorship.


To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at www.delawarestatejobs.com.


Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.  The State of Delaware – An Equal Opportunity and Affirmative Action Employer.

Selection Plan

Ongoing Application Review