Your Impact

Own your opportunity to support the missions that matter. From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world while building new skills to propel your career forward.

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

1. Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models
2. Design future-state support models emphasizing AI, automation, self-service, and workflow orchestration
3. Develop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectives
4. Analyze client data to create value-based proposals demonstrating return on investment and measurable cost savings
5. Advise clients on reducing manual effort and repetitive support activities through intelligent automation and AI-driven solutions
6. Brief internal and customer stakeholders on the technologies and methodologies described in the required qualifications
7. Support capture and business development efforts such as responding to proposals, request for information and whitepapers
8. Evaluate and recommend technologies including:
9. Conversational AI/chatbots
10. Virtual agents
11. Intelligent routing
12. Knowledge-centered service (KCS)
13. Robotic Process/Agentic Automation (RPA)
14. Workflow automation platforms
15. Agent assist capabilities
16. Predictive analytics and reporting
17. Support transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service management
18. Facilitate workshops, stakeholder interviews, and operational assessments
19. Convert operational pain points into scalable technical and process solutions
20. Produce architectural documentation, transformation strategies, business cases, and executive-level briefings
21. Collaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirements

What Success Looks Like

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

Required Qualifications

1. Bachelor’s degree in Information Technology or equivalent experience
2. 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
3. Demonstrated prior experience leading or managing enterprise service desk and/or contact center technological environment
4. Eligibility to obtain and maintain a Top Secret security clearance
5. US Citizenship
6. Experience designing or implementing AI and automation solutions within support organizations
7. Experience with modern contact center and ITSM platforms
8. Strong understanding of ITSM and contact center operational metrics, including:
9. Call deflection
10. First contact resolution (FCR)
11. Mean time to resolution (MTTR)
12. Self-service adoption
13. Customer satisfaction (CSAT)
14. Agent utilization/productivity
15. Average Handle Time (AHT)
16. Ability to assess and redesign support operating models for efficiency and scalability
17. Experience supporting federal government or public sector clients
18. Strong executive communication and client-facing consulting skills
19. Demonstrated experience owning/supporting a portfolio of work to include delivering to a cost model or owning P&L
20. Experience with platforms such as:
21. Amazon Connect, Lex, and Bedrock
22. Google CCAI, Vertex, Gemini
23. NICE CXone
24. FreshWorks
25. Genesys
26. ServiceNow, NowAssist, Moveworks
27. BMC Remedy and/or Helix
28. Microsoft Dynamics
29. Salesforce Service Cloud
30. Multifactor Authentication Solutions such as OKTA, Microsoft, ID.ME, RSA and/or CLEAR
31. Familiarity with Agentic and Gen AI-enabled support capabilities and copilots
32. Experience developing business cases or ROI\Cost models for automation initiatives
33. Understanding of federal compliance and governance environments

Work Environment

1. 100% Remote
2. 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.

1. Growth: AI-powered career tool that identifies career steps and learning opportunities
2. Support: An internal mobility team focused on helping you achieve your career goals
3. Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
4. Flexibility: Full-flex work week to own your priorities at work and at home
5. 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

Work Requirements

Years of Experience

15 + years of related experience

1. may vary based on technical training, certification(s), or degree

Certification

Travel Required

10-25%

Citizenship

U.S. Citizenship Required

Salary and Benefit Information

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.

View information about benefits and our total rewards program.

About Our Work

We are GDIT. A global technology and professional services company that delivers 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 over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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