IT Principal Contact Center Solution Architect

Essential Duties and Responsibilities:

- Design and develop specific solutions leveraging technologies and design practices that enable a scalable, extensible and flexible solution.
- Develop and provide presentations and demonstrations of technology solutions to both internal and external stakeholders as needed.
- Extend and partner with internal/external resources to identify and contribute to continuous improvements of open source projects across multiple open source technologies/projects.

- Engage with internal teams to understand and architect technical solutions, facilitate solutions design and manage implementations.

- Collaborate with delivery teams to ensure solutions can be effectively implemented by operations teams.
- Mentor Solution Architects and integrate contributions across the team.

Provide guidance, coaching, and training to technical employees across the company.
- Interface with pricing and delivery teams to ensure solution viability and cost realism.
- Lead major solution components or technical volumes as part of a capture team.
- Translate client requirements into viable solution elements and architecture views.
- Lead large complex initiatives of strategic importance to the organization, which involve large cross-functional teams.

- Work closely with business leaders, customers, or other stakeholders to understand priorities and constraints.

Facilitate collaboration across organizations and act as a bridge between technical teams and non-technical stakeholders.

- Work directly with customers to understand their needs and design tailored solutions.

Build trust and credibility through consistent delivery and transparency.

- Help guide teams through technology transitions.

Support training and adoption efforts to ensure successful implementation.

- Review, guide and support RFIs, RFPs and RFQs, response development including writing of whitepapers and concept development.
- Provide technical solution support during proposal process, to include technology stack, solution architecture, and implementation methodology.

Job-Specific Essential Duties and Responsibilities:

Solution Leadership & Strategy:

- Lead solution design and strategy for large, complex government pursuits.

- Define and oversee technical win themes, discriminators, and innovation differentiators.

- Collaborate with capture managers and business development teams to shape opportunities pre-RFP through deep, meaningful and direct engagement with customers.

- Own technical volume development and ensure differentiation and cohesive integration with cost, management, and past performance volumes.

- Facilitate and lead solution reviews with executives and subject matter experts.

- Lead large, complex initiatives of strategic importance involving cross-functional teams.

Contact Center Solution Architecture:

- Lead the end-to-end design of cloud, on-premises, and hybrid contact center solutions for large government programs.

- Translate customer e...