Service Desk and Contact Center Modernization Architect

First Job Previous Job 1,300 of 2,859 Next Job Last Job Share More Like This Between $170k and $230k Per Year Position range in Missouri $36k - $51k Per Year Service Desk and Contact Center Modernization Architect General Dynamics Corporation

Occupation:

Customer Service Representatives

Location:

Louisiana, MO - 63353

Job Type:

Full Time (30 Hours or More)

Posted:

05/26/2026 Positions available: 1

Source:

General Dynamics Corporation

Web Site:

www.gd.com Job #:

RQ220374

Job Requirements and Properties Help for Job Requirements and Properties. Opens a new window. Work Onsite Full Time Schedule Full Time Hours 40 Hours Per Week Job Description Help for Job Description. Opens a new window. Responsibilities for this

Position Location:

Any Location / Remote

Full Part/Time:

Full time

Job Req:

RQ220374

Type of Requisition:

Regular Clearance Level Must Currently Possess:

None Clearance Level Must Be Able to

Obtain:

Top Secret Public Trust/Other Required:

None Job Family:

Technical Solutions Additional Information Help for Additional Information. Opens a new window.

Job Qualifications:

Skills:

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

Certifications:

None 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 platfo.

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