Req ID: RQ220374
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Top Secret
Public Trust/Other Required: None
Job Family: Technical Solutions
Skills:
Call Center,Customer Experience (CX),Intelligent Automation (IA)
Experience:
15 + years of related experience
US Citizenship Required:
Yes
Job Description:
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.
GDITLA
The likely salary range for this position is $170,144 - $230,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The 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. To ensure our employees are able 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 insurance 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 GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
