Customer Engagement SME

Improvix Technologies•Washington, DC

5d•Hybrid

About The Position

Improvix Technologies is seeking a Customer Engagement SME / Solutions Architect to support a Department of State program focused on customer engagement, demand management, and enterprise solutioning. This role serves as a key interface between business stakeholders and technical delivery teams, translating mission needs into practical, scalable, and secure solution approaches. The ideal candidate is experienced in leading discovery efforts, shaping requirements, evaluating solution paths, and guiding customers toward the most effective enterprise platforms and services. Success in this role requires strong technical judgment, clear communication, and the ability to bring structure to ambiguous requests while driving toward actionable outcomes.

Requirements

Active Secret Clearance
Experience supporting federal government programs, preferably within the Department of State or a similar mission environment
Demonstrated experience in solution architecture, technical consulting, enterprise solutioning, or customer-facing technical advisory roles
Strong ability to translate business needs into technical recommendations and implementation strategies
Experience developing solution recommendations, AoAs, or similar decision-support materials
Ability to manage multiple efforts simultaneously in a fast-paced, ambiguous environment
Strong written and verbal communication skills, including facilitating meetings and briefing stakeholders

Nice To Haves

Familiarity with Department of State stakeholders, governance processes, and enterprise service environments
Experience supporting headquarters, regional, and overseas customer communities
Working knowledge of platforms such as Microsoft Power Platform, ServiceNow, SharePoint, Microsoft 365, Azure, or AWS
Experience evaluating low-code, SaaS, COTS, and custom development solution paths
Experience working with Agile teams and cross-functional delivery organizations
Experience identifying practical AI-enabled workflows that improve customer engagement, analysis, and documentation quality

Responsibilities

Lead customer intake, discovery, and solutioning sessions with Department of State stakeholders
Gather, refine, and translate business and technical requirements into actionable solution approaches
Develop high-level solution recommendations and implementation options across enterprise platforms and services
Produce and present Analyses of Alternatives (AoAs), decision support materials, and technical recommendations
Assess feasibility, risks, dependencies, and architectural alignment of proposed solutions
Guide customers on when to leverage existing enterprise capabilities versus custom-built approaches
Manage demand requests from intake through solution recommendation and transition to delivery teams
Coordinate with architects, engineers, product teams, and stakeholders to validate and refine solution approaches
Ensure requests are routed to the appropriate teams for execution
Leverage enterprise-approved AI tools, including Microsoft Copilot or similar capabilities, to enhance analysis, documentation, and solution development in a secure and responsible manner