Service Desk and Contact Center Modernization Architect

General Dynamics Information Technology

. Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models .

Posted 5/24/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $170,144 - $230,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMRPA

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

US Citizenship Required
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
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
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
Familiarity with Agentic and Gen AI-enabled support capabilities and copilots

Benefits

Comp & perks

Health insurance
401(k) with company match
Competitive pay
Paid time off
Full-flex work week to own your priorities at work and at home
Comprehensive benefits and wellness packages
Paid parental leave
Military leave
Bereavement leave
Jury duty leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI solutionsautomation solutionsConversational AIRobotic Process Automation (RPA)workflow automationpredictive analyticsITSM platformscontact center metricsbusiness case developmentarchitectural documentation

Soft Skills

executive communicationclient-facing consultingstakeholder engagementworkshop facilitationanalytical skillscollaborationproblem-solvingstrategic thinkingorganizational skillspresentation skills

Certifications

Bachelor’s degree in Information TechnologyITIL certificationProject Management Professional (PMP)Certified Information Systems Security Professional (CISSP)Six Sigma certificationCertified ScrumMaster (CSM)AWS Certified Solutions ArchitectMicrosoft Certified: Azure Solutions Architect ExpertCertified Business Analysis Professional (CBAP)Lean certification