We are seeking an experienced Lead Solution Architect to lead the design and delivery of a secure, scalable, AI-powered contact center solution supporting mission-critical government services. This individual will define the end-to-end architecture for an integrated customer engagement platform encompassing voice, web chat, self-service, automation, analytics, reporting, and government-system integrations.
The ideal candidate brings deep expertise in enterprise architecture, cloud technologies, contact center solutions, AI-driven customer engagement, and high-availability systems operating at large scale.
Key Responsibilities
- Own the overall solution architecture for a modern Contact Center as a Service (CCaaS) environment.
- Architect integrated solutions across voice, chat, IVR, CRM, AI, automation, APIs, analytics, reporting, and data platforms.
- Design highly scalable and resilient architectures capable of supporting significant fluctuations in demand and peak transaction volumes.
- Develop a unified omnichannel customer experience that seamlessly integrates self-service automation with live agent interactions.
- Define system interfaces, data flows, integration patterns, environments, and technical dependencies.
- Collaborate with stakeholders, implementation teams, and technology vendors to ensure architectural alignment and successful delivery.
- Establish architecture standards, technical roadmaps, and solution governance processes.
- Support performance testing, security validation, failover testing, disaster recovery planning, and operational readiness activities.
- Create and maintain architecture diagrams, technical documentation, and solution baselines.
- Provide technical leadership and guidance throughout the system development lifecycle.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent experience.
- Minimum 10 years of enterprise solution architecture experience.
- Demonstrated experience designing large-scale, high-availability, mission-critical systems.
- Strong expertise with:
- Contact Center as a Service (CCaaS) platforms
- Voice and telephony technologies
- Interactive Voice Response (IVR) solutions
- Web chat and omnichannel customer engagement platforms
- CRM systems
- API architecture and enterprise integration
- Artificial Intelligence and automation technologies
- Cloud platforms and cloud-native architectures
- Experience designing complex integrations across enterprise applications and external systems.
- Strong understanding of security, resiliency, scalability, and performance engineering principles.
- Exceptional communication, leadership, and stakeholder management skills.
Preferred Qualifications
- 5+ years of experience with cloud-based contact center technologies.
- Experience supporting federal government programs and large public-sector initiatives.
- Knowledge of FedRAMP-authorized environments and federal security requirements.
- Experience designing platforms supporting high transaction volumes and 24x7 operations.
- Industry certifications such as:
- AWS Certified Solutions Architect
- Microsoft Azure Solutions Architect Expert
- TOGAF
- SAFe Architect or equivalent
Desired Skills
- Enterprise Architecture
- Contact Center Technologies
- AI & Intelligent Automation
- Omnichannel Customer Experience
- Cloud Architecture
- Systems Integration
- API Management
- Security & Compliance
- High Availability & Disaster Recovery
- Vendor Management
- Technical Leadership
- Federal Government Solutions
Position Contingency Notice
This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.
