Service Desk and Contact Center Modernization Architect

General Dynamics Information Technology

10d•$170,144 - $230,000•Remote

About The Position

GDIT is seeking a senior-level Service Desk and Contact Center Modernization Consultant/Architect to support digital transformation initiatives across federal public sector environments. This role is focused on modernizing citizen and employee engagement through strategic adoption of AI, automation, analytics, and workflow optimization. Successful candidates bring deep experience from previously leading, deploying, managing, or architecting enterprise 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 strategic advisory and architectural responsibilities and benefits from a strong understanding of operational delivery models. The position serves as a strategic advisor and solution architect responsible for helping organizations transition from traditional, human centric support models toward scalable, AI-enabled service delivery.

Requirements

Bachelor’s degree in Information Technology or equivalent experience
15 or more years of related 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 enterprise service desk and/or contact center technological environment
Eligibility to obtain and maintain a Top Secret security clearance
US Citizenship
Experience designing or implementing AI and automation solutions within support organizations
Experience with modern contact center and ITSM platforms
Strong understanding of ITSM and contact center operational metrics, including: Call deflection, First contact resolution (FCR), Mean time to resolution (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 government or public sector clients
Strong executive communication and client-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: Amazon Connect, Lex, and Bedrock; Google CCAI, Vertex, Gemini; NICE CXone; FreshWorks; Genesys; ServiceNow, NowAssist, Moveworks; BMC Remedy and/or Helix; Microsoft Dynamics; Salesforce Service Cloud
Multifactor Authentication Solutions such as OKTA, Microsoft, ID.ME, RSA and/or CLEAR
Familiarity with Agentic 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

Nice To Haves

Call Center
Customer Experience (CX)
Intelligent Automation (IA)

Responsibilities

Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models
Design future-state support models emphasizing AI, automation, self-service, and workflow orchestration
Develop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectives
Analyze client data to create value-based proposals demonstrating return on investment and measurable cost savings
Advise clients on reducing manual 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/Agentic Automation (RPA), Workflow automation platforms, Agent assist capabilities, Predictive analytics and reporting
Support transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service management
Facilitate workshops, stakeholder interviews, and operational assessments
Convert operational pain points into scalable technical and process solutions
Produce architectural documentation, transformation strategies, business cases, and executive-level briefings
Collaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirements

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay
Paid time off
Full-flex work week
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
15 days of paid leave per calendar year to be used for vacations, personal business, and illness
10 paid holidays per year
Paid leave and paid holidays are prorated based on the employee’s date of hire
GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance