Service Desk and Contact Center Modernization Architect

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.

Key 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

What Success Looks Like

• Reduced dependence on labor-intensive support models
• Increased automation and self-service adoption
• Improved customer and employee experience
• Faster resolution times and operational efficiency gains
• Measurable cost optimization through AI-enabled transformation
• Sustainable modernization strategies aligned to federal mission objectives
• Demonstrated portfolio growth based on successful sales activities

Required Qualifications

• 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

Work Environment

• 100% Remote
• Travel: 10 - 25%

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your sense of ownership and pride in the meaningful work we do.

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