IT Principal Contact Center Solution Architect

Maximus

4d • $197,840 - $296,760 • Remote

About The Position

Maximus is currently seeking an IT Principal Contact Center Solution Architect. This role is for a leadership position focused on driving growth by engaging with customers, identifying and prioritizing critical problems, and applying technologies to make real impacts on important missions and challenges. The Senior Principal Contact Center Solution Architect will lead the design and strategy of complex contact center modernization solutions for government customers. This role translates mission, customer experience, operational, workforce, security, and technical requirements into integrated, scalable, and executable solutions across the opportunity lifecycle, from early shaping through transition to delivery. The architect defines omnichannel service models, customer and agent journeys, intelligent routing, workforce optimization, automation, analytics, integration, security, resiliency, and cloud architecture. The ideal candidate combines deep contact center domain expertise with government capture, proposal, estimation, compliance, and implementation experience to develop differentiated solutions that improve constituent access, agent effectiveness, service quality, operational efficiency, and mission outcomes. This is a remote position.

Requirements

• Bachelor's degree in related field.
• 10-12 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree.
• Minimum 10 years of technical IT experience including estimation and successful bid development.
• Deep understanding of current federal solution landscape.
• Demonstrated experience with government initiatives and compliance requirements.
• Proven capture, proposal, estimation, and/or bid experience in government sector.
• Experience with US State and Federal proposal processes.
• Proven experience leading competitive top-down estimates and BOE development.
• Expertise in estimation techniques: Expert Judgment, Comparative/Analogous Estimation, Parametric Estimation, Top-down Estimation, Wideband Delphi, Three-point Estimation.
• Experience with Managed Services, IT Services, and Software Development opportunities.
• Knowledge of security, monitoring, performance, and SLA standards.
• Strong written and verbal communication skills with senior management presentation experience.
• Ability to articulate high-level architecture and design concepts to diverse audiences.
• Proven experience communicating with non-technical business personnel.
• Demonstrated ability to work effectively in team environments.
• Ability to thrive in flexible, fast-paced environments across multiple time zones.
• Proven ability to work independently as contributing member of high-paced teams.
• Experience with competitive analysis and market/sector analysis.
• Demonstrated ability to influence others and drive adoption of new practices.

Nice To Haves

• Master's degree preferred
• Large scale contact center design and implementation for Government agencies.
• Experience in one or more technology areas such as Case Management, telephony, FedRAMP/Secure Cloud Computing, systems integration, identity and access management.
• Experience with cloud solution architectures and modern technology stacks.
• Proven track record in innovation activities and collaborative solution development.
• Contact center platform or cloud architecture certification.
• Experience modernizing legacy telephony and IVR environments.
• Experience with multilingual service delivery and accessibility.
• Experience designing zero-downtime or low-disruption contact center transitions.
• Experience with conversational AI, agent assistance, knowledge retrieval, interaction analytics, and workflow automation.
• Experience planning pilots, phased migrations, coexistence, cutover, rollback, and stabilization.
• Familiarity with contact center performance, workforce, quality, customer experience, and financial metrics.

Responsibilities

• Design and develop specific solutions leveraging technologies and design practices that enable a scalable, extensible and flexible solution.
• Develop and provide presentations and demonstrations of technology solutions to both internal and external stakeholders as needed.
• Extend and partner with internal/external resources to identify and contribute to continuous improvements of open source projects across multiple open source technologies/projects.
• Engage with internal teams to understand and architect technical solutions, facilitate solutions design and manage implementations.
• Collaborate with delivery teams to ensure solutions can be effectively implemented by operations teams.
• Mentor Solution Architects and integrate contributions across the team. Provide guidance, coaching, and training to technical employees across the company.
• Interface with pricing and delivery teams to ensure solution viability and cost realism.
• Lead major solution components or technical volumes as part of a capture team.
• Translate client requirements into viable solution elements and architecture views.
• Lead large complex initiatives of strategic importance to the organization, which involve large cross-functional teams.
• Work closely with business leaders, customers, or other stakeholders to understand priorities and constraints. Facilitate collaboration across organizations and act as a bridge between technical teams and non-technical stakeholders.
• Work directly with customers to understand their needs and design tailored solutions. Build trust and credibility through consistent delivery and transparency.
• Help guide teams through technology transitions. Support training and adoption efforts to ensure successful implementation.
• Review, guide and support RFIs, RFPs and RFQs, response development including writing of whitepapers and concept development.
• Provide technical solution support during proposal process, to include technology stack, solution architecture, and implementation methodology.
• Lead solution design and strategy for large, complex government pursuits.
• Define and oversee technical win themes, discriminators, and innovation differentiators.
• Collaborate with capture managers and business development teams to shape opportunities pre-RFP through deep, meaningful and direct engagement with customers.
• Own technical volume development and ensure differentiation and cohesive integration with cost, management, and past performance volumes.
• Facilitate and lead solution reviews with executives and subject matter experts.
• Lead large, complex initiatives of strategic importance involving cross-functional teams.
• Lead the end-to-end design of cloud, on-premises, and hybrid contact center solutions for large government programs.
• Translate customer experience, constituent journey, agent workflow, operational, workforce, security, accessibility, and technical requirements into an integrated solution architecture.
• Design omnichannel capabilities spanning voice, interactive voice response, callback, web chat, SMS, email, virtual assistants, secure messaging, and self-service.
• Define routing, queue, skill, prioritization, escalation, and case-handling strategies based on customer needs, mission criticality, workforce capacity, and service-level requirements.
• Architect integrations among contact center platforms, customer relationship management and case management systems, knowledge management, workforce management, quality management, identity services, analytics, payment services, and systems of record.
• Develop logical, physical, integration, data-flow, security, deployment, and operating-model views of the solution.
• Define resiliency, scalability, continuity-of-operations, disaster recovery, observability, and support requirements.
• Evaluate platform alternatives and document architectural decisions, tradeoffs, assumptions, dependencies, constraints, and accepted risks.
• Validate high-risk solution elements through demonstrations, prototypes, proofs of concept, and performance modeling.
• Develop phased modernization roadmaps that support transition from legacy environments while maintaining uninterrupted public service.
• Assess and design responsible uses of conversational AI, virtual agents, agent assistance, automated summarization, intent recognition, sentiment-independent interaction analytics, knowledge retrieval, and workflow automation.
• Define human-in-the-loop controls, escalation paths, confidence thresholds, auditability, monitoring, data protections, and fallback procedures for AI-enabled interactions.
• Evaluate where automation improves service without limiting constituent access to a qualified human representative.
• Define model, knowledge, data, testing, and operational dependencies for AI-enabled contact center capabilities.
• Develop metrics to measure containment, successful completion, transfer rates, agent adoption, response accuracy, service quality, and customer outcomes.
• Design scalable, extensible, and flexible solutions leveraging cutting-edge technologies.
• Incorporate capabilities from Maximus Accelerators and internal reusable capabilities and offerings to drive differentiation.
• Leverage reference architectures, demonstrations, playbooks, and various technology artifacts.
• Stay current with leading solution architectures and industry hyperscalers (AWS, Microsoft, Google, ServiceNow, Salesforce).
• Drive capability and needs priorities by evaluating, analyzing, and communicating business demand and potential impacts on overall growth and value.
• Ensure compliance with technical requirements and validate solution feasibility.
• Define security and privacy controls for voice, chat, email, recordings, transcripts, screen captures, customer data, authentication, payment information, and AI-generated content.
• Address identity verification, role-based access, privileged administration, encryption, retention, redaction, consent, audit logging, and records management.
• Incorporate applicable government security, privacy, accessibility, records, and cloud authorization requirements into the architecture.
• Partner with cybersecurity, privacy, legal, and compliance teams to identify control responsibilities and resolve architectural gaps.
• Design segmentation and least-privilege access across contact center, CRM, case management, analytics, integration, and recording environments.
• Lead RFI, RFP, and RFQ response development including whitepaper creation and concept development in coordination with technologists, operations, and business development leaders.
• Conduct competitive analysis of industry pricing approaches and award trends (best value vs LPTA).
• Support Black Hat exercises at bid level and perform market/sector competitive analysis.
• Perform question/gap assessments and labor category evaluations.
• Review technology solutions for compliance with federal and corporate standards.
• Own and drive competitive top-down estimates using expert judgment, comparative/analogous estimation, parametric estimation, and three-point estimation techniques.
• Develop initial basis of estimate (BOE) and competitive estimation concepts.
• Guide teams on estimation best practices, cost optimizations, risk quantification, and pricing strategies.
• Interface with pricing and delivery teams to ensure solution viability and cost realism.
• Assess market trends, seasonal impacts, and service level agreement implications.
• Lead and mentor teams of Solution Architects to advance in both their capabilities and their careers.
• Provide guidance, coaching, and training to technical employees across the organization.
• Act as bridge between technical teams and non-technical stakeholders both internal and external to Maximus.
• Collaborate with operations, information security, and human resource teams early in capture process to ensure implementable solutions.
• Work directly with customers to understand needs to design tailored solutions.
• Develop comprehensive transition plans addressing operational readiness.
• Plan knowledge transfer, training, and operational handoff activities.
• Guide teams through technology transitions and support adoption efforts.
• Ensure solutions are designed with implementation and operational considerations.
• Collaborate with delivery teams to guarantee effective operational implementation.
• Develop and deliver presentations and demonstrations to internal and external stakeholders.
• Communicate complex technical concepts to senior leadership and non-technical audiences.
• Build trust and credibility through consistent delivery and transparency.
• Present high-level solution concepts and estimation models to stakeholders.

Benefits

• health insurance coverage
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior