Service Desk and Contact Center Modernization Architect

Type of Requisition:RegularClearance Level Must Currently Possess:NoneClearance Level Must Be Able to Obtain:Top SecretPublic Trust/Other Required:NoneJob Family:Technical SolutionsJob Qualifications:Skills:Call Center, Customer Experience (CX), Intelligent Automation (IA)Certifications:NoneExperience:15 + years of related experienceUS Citizenship Required:YesJob 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 ResponsibilitiesAssess current-state service desk and contact center environments, including people, process, technology, and operating & costing modelsDesign future-state support models emphasizing AI, automation, self-service, and workflow orchestrationDevelop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectivesAnalyze client data to create value-based proposals demonstrating return on investment and measurable cost savingsAdvise clients on reducing manual effort and repetitive support activities through intelligent automation and AI-driven solutionsBrief internal and customer stakeholders on the technologies and methodologies described in the required qualificationsSupport capture and business development efforts such as responding to proposals, request for information and whitepapersEvaluate and recommend technologies including:Conversational AI/chatbotsVirtual agentsIntelligent routingKnowledge-centered service (KCS)Robotic Process/Agentic Automation (RPA)Workflow automation platformsAgent assist capabilitiesPredictive analytics and reportingSupport transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service managementFacilitate workshops, stakeholder interviews, and operational assessmentsConvert operational pain points into scalable technical and process solutionsProduce architectural documentation, transformation strategies, business cases, and executive-level briefingsCollaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirementsWhat Success Looks LikeReduced dependence on labor-intensive support modelsIncreased automation and self-service adoptionImproved customer and employee experienceFaster resolution times and operational efficiency gainsMeasurable cost optimization through AI-enabled transformationSustainable modernization strategies aligned to federal mission objectivesDemonstrated portfolio growth based on successful sales activitiesRequired QualificationsBachelor’s degree in Information Technology or equivalent experience15 or more years of related experience including 8 or more years of experience in service desk, help desk, contact center, or customer support environmentsDemonstrated prior experience leading or managing enterprise service desk and/or contact center technological environmentEligibility to obtain and maintain a Top Secret security clearanceUS CitizenshipExperience designing or implementing AI and automation solutions within support organizationsExperience with modern contact center and ITSM platformsStrong understanding of ITSM and contact center operational metrics, including:Call deflectionFirst contact resolution (FCR)Mean time to resolution (MTTR)Self-service adoptionCustomer satisfaction (CSAT)Agent utilization/productivityAverage Handle Time (AHT)Ability to assess and redesign support operating models for efficiency and scalabilityExperience supporting federal government or public sector clientsStrong executive communication and client-facing consulting skillsDemonstrated experience owning/supporting a portfolio of work to include delivering to a cost model or owning P&LExperience with platforms such as:Amazon Connect, Lex, and BedrockGoogle CCAI, Vertex, GeminiNICE CXoneFreshWorksGenesysServiceNow, NowAssist, MoveworksBMC Remedy and/or HelixMicrosoft DynamicsSalesforce Service CloudMultifactor Authentication Solutions such as OKTA, Microsoft, ID.ME, RSA and/or CLEARFamiliarity with Agentic and Gen AI-enabled support capabi