Tittle: Senior Solution Architect
Location: Remote
Duration; 9 Months
Education: BS in Computer Science, Information Systems, Engineering, or other related disciplines, or equivalent technical experience/certification. An advanced degree (MS) is preferred but not required.
Experience: Must have at least 8 10 years of progressive experience in solution architecture, with at least 3 5 years designing and implementing enterprise-scale contact center or customer engagement platforms in a federal government contracting environment, including:
Solution Design & Architecture - Experience designing and delivering scalable, end-to-end enterprise contact center solutions including telephony, IVR, omnichannel routing, and CRM integration aligned with business requirements and federal IT standards.
Technology & Platform Expertise - Hands-on experience architecting solutions on major contact center and CRM platforms (e.g., Salesforce, Amazon Connect, Genesys, Cisco, ServiceNow) and integrating them within complex enterprise environments.
Federal IT Compliance - Working knowledge of federal IT security and compliance frameworks (FISMA, FedRAMP, NIST SP 800-53) and experience supporting Authority to Operate (ATO) processes for cloud-hosted or hybrid contact center platforms.
Systems Integration - Experience designing and implementing APIs, middleware, and data integration pipelines to connect contact center platforms with enterprise systems (e.g., CRM, ERP, knowledge management, workforce management tools).
Optimization & Modernization - Experience leading contact center modernization initiatives, including cloud migration, AI/ML-driven automation (e.g., chatbots, virtual agents, predictive analytics), and process optimization to improve operational efficiency and customer experience.
Stakeholder Engagement & Government Interface - Demonstrated ability to translate complex technical concepts for non-technical audiences, including CORs, agency leadership, and business stakeholders, and to produce formal architecture artifacts (e.g., system architecture diagrams, technical specifications, CDRLs).
Governance & Standards - Experience developing and maintaining architecture documentation, roadmaps, and standards in alignment with federal enterprise architecture frameworks (e.g., TOGAF, FEA) and agency-specific IT governance requirements.
Certifications (Preferred):
AWS Certified Solutions Architect, Google Cloud Professional Architect, or Microsoft Azure Solutions Architect
Microsoft Architect or equivalent CRM platform certification
TOGAF certification (enterprise architecture framework)
CISSP or equivalent security certification preferred given federal compliance requirements