Service Desk and Contact Center Modernization Architect

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be reputed company to Obtain: Top Secret reputed company Trust/Other Required: None Job Family: Technical Solutions Job Qualifications: Skills: reputed company Center, Customer Experience (CX), Intelligent Automation (IA)Certifications: NoneExperience: 15 + years of reputed company experienceUS Citizenship Required: reputed company reputed company: reputed company is seeking a senior-level Service Desk and Contact Center Modernization Consultant/Architect to support digital transformation initiatives across federal reputed company sector environments. This role is reputed company on modernizing citizen and employee engagement through reputed company adoption of AI, automation, analytics, and workflow optimization. Successful candidates bring deep experience from previously leading, deploying, managing, or architecting reputed company service desk and/or contact center technologies and can apply that operational knowledge to advise clients on modernization strategies, operating & costing models, and technology roadmaps. This role focuses on reputed company advisory and architectural responsibilities and benefits from a strong understanding of operational delivery models. The position serves as a reputed company advisor and solution architect responsible for helping organizations transition from traditional, reputed company reputed company support models toward reputed company, AI-enabled service delivery. Key Responsibilities Assess reputed company-state service desk and contact center environments, including people, process, technology, and operating & costing models Design reputed company-state support models emphasizing AI, automation, self-service, and workflow orchestration reputed company modernization roadmaps reputed company to federal mission requirements, user experience goals, and operational efficiency objectives Analyze reputed company data to create value-reputed company proposals demonstrating reputed company on investment and measurable cost savings Advise clients on reducing reputed company effort and repetitive support activities through intelligent automation and AI-driven solutions Brief internal and customer stakeholders on the technologies and methodologies described in the required qualifications Support capture and business development efforts such as responding to proposals, request for information and whitepapers Evaluate and recommend technologies including:Conversational AI/chatbots Virtual agents Intelligent routing Knowledge-centered service (KCS) Robotic Process/reputed company Automation (RPA) Workflow automation platforms Agent assist capabilities Predictive analytics and reporting Support transformation initiatives involving ITSM, customer experience, omnichannel support, and reputed company service management Facilitate workshops, stakeholder interviews, and operational assessments Convert operational pain points into reputed company technical and process solutions Produce architectural documentation, transformation strategies, business cases, and executive-level briefings Collaborate with delivery teams, engineers, and reputed company stakeholders to reputed company solutions with mission reputed company and compliance requirements What reputed company Looks Like Reduced dependence on labor-intensive support models Increased automation and self-service adoption Improved customer and employee experience Faster reputed company times and operational efficiency reputed company Measurable cost optimization through AI-enabled transformation Sustainable modernization strategies reputed company to federal mission objectives Demonstrated portfolio reputed company reputed company on successful sales activities Required Qualifications Bachelor’s degree in Information Technology or equivalent experience 15 or more years of reputed company experience including 8 or more years of experience in service desk, help desk, contact center, or customer support environments Demonstrated prior experience leading or managing reputed company service desk and/or contact center technological environment Eligibility to obtain and maintain a Top Secret reputed company clearance US Citizenship Experience designing or implementing AI and automation solutions reputed company support organizations Experience with modern contact center and ITSM platforms Strong understanding of ITSM and contact center operational metrics, including:reputed company deflection First contact reputed company (FCR) Mean time to reputed company (MTTR) Self-service adoption Customer satisfaction (CSAT) Agent utilization/productivity Average Handle Time (AHT) Ability to assess and redesign support operating models for efficiency and scalability Experience supporting federal reputed company or reputed company sector clients Strong executive communication and reputed company-facing consulting skills Demonstrated experience owning/supporting a portfolio of work to include delivering to a cost model or owning P&L Experience with platforms such as:reputed company reputed company, Lex, and Bedrock reputed company CCAI, reputed company, reputed company reputed company CXone reputed company reputed company reputed company, NowAssist, Moveworks BMC reputed company and/or reputed company reputed company Dynamics reputed company Service reputed company Multifactor Authentication Solutions such as reputed company, reputed company, reputed company, RSA and/or reputed company Familiarity with reputed company and Gen AI-enabled support capabilities and copilots Experience developing business cases or ROI\Cost models for automation initiatives Understanding of federal compliance and governance environments Work Environment reputed company Travel: 10 - 25% reputed company IS YOUR reputed company At reputed company, the mission is our purpose, and our people are at reputed company of everything we do. ● reputed company: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team reputed company on helping you reputed company your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and reputed company and reputed company time off ● Flexibility: Full-reputed company work week to own your priorities at work and reputed company ● Community: Award-reputed company culture of innovation and a military-friendly workplace OWN reputed company Explore a career at reputed company and you’ll reputed company endless opportunities to grow reputed company colleagues who reputed company your reputed company of ownership and pride in the meaningful work we do. #GDITLA The likely salary reputed company for this position is $170,144 - $230,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set reputed company on experience, geographic location and possibly contractual requirements and could fall reputed company of this reputed company. Scheduled Weekly Hours: 40 Travel Required: 10-25% Telecommuting reputed company: Remote Work Location: Any Location / Remote Additional Work Locations: Total Rewards at reputed company: Our benefits package for reputed company US-reputed company employees includes a reputed company of medical plan reputed company, some with Health Savings Accounts, dental plan reputed company, a reputed company plan, and a 401(k) plan offering the ability to contribute both reputed company and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life reputed company, reputed company offers employees full reputed company work weeks where possible and a reputed company of reputed company time off plans, including vacation, reputed company and personal time, holidays, reputed company parental, military, bereavement and jury duty leave. reputed company typically provides new employees with 15 days of reputed company leave per calendar year to be used for vacations, personal business, and illness and an additional 10 reputed company holidays per year. reputed company leave and reputed company holidays are prorated reputed company on the employee’s date of hire. The reputed company reputed company Family Leave program provides a total of up to 160 hours of reputed company leave in a rolling 12 month period for eligible employees. To ensure our employees are reputed company to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident reputed company are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are reputed company. A global technology and reputed company company that delivers consulting, technology and mission services to every major agency across the U.S. reputed company, defense and intelligence community. Our 26,000 experts extract the reputed company of technology to create immediate value and reputed company solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, reputed company, Cyber and application development. Together with our clients, we reputed company to create a safer, smarter world by harnessing the reputed company of deep expertise and advanced technology. reputed company to stay up to date on our reputed company and events atgdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Apply To This Job