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6 results (6 new)

Lead Solution Architect

ITCON Services

Remote • Today

Easy Apply

Full-time

175000 - 200,000

Quality Manager

ITCON Services

Remote • Today

Easy Apply

Full-time

110,000 - 130,000

Technical Infrastructure Lead

ITCON Services

Remote • Today

Easy Apply

Full-time

150,000 - 200,000

AI & Automation Lead

ITCON Services

Remote • Today

Easy Apply

Full-time

150000 - 190000

Program Manager

ITCON Services

Remote • Today

Easy Apply

Full-time

150,000 - 180,000

Director Service Delivery

ITCON Services

Hybrid in Vienna, Virginia • Today

Easy Apply

Full-time

150,000 - 200,000

Job Details

Skills

Telephony
Artificial Intelligence
Amazon Web Services
Cloud Computing
Customer Relationship Management (CRM)
IT Management
FedRAMP
Solution Architecture
Enterprise Architecture

Summary

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: RTX14faa3
Position Id: 9122343
Posted 2 hours ago

Fitment

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Contact the job poster

Brad Haarala

Sr. Technical Recruiter @ ITCON Services

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The TechnicalInfrastructure Lead is responsible for designing, implementing, and managing the cloud, network, telecommunications, platform, monitoring, and resiliency capabilities that support a large-scale, mission-critical customer contact environment. This role provides technical leadership across infrastructure operations and engineering, ensuring the platform is secure, scalable, highly available, and capable of supporting significant fluctuations in contact volume. The ideal candidate is

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Job Details

Skills

Telephony
Artificial Intelligence
Amazon Web Services
Cloud Computing
Customer Relationship Management (CRM)
IT Management
FedRAMP
Solution Architecture
Enterprise Architecture

Summary

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

Dice Id: RTX14faa3
Position Id: 9122343
Posted 2 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Contact the job poster

Brad Haarala

Sr. Technical Recruiter @ ITCON Services

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Solution Architect Lead(Top Secret)

Remote or Herndon, Virginia

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Technical Infrastructure Lead

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