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 experience, constituent journey, agent workflow, operational, workforce, security, accessibility, and technical requirements into an integrated solution architecture.
- Design omnichannel capabilities spanning voice, interactive voice response, callback, web chat, SMS, email, virtual assistants, secure messaging, and self-service.
- Define routing, queue, skill, prioritization, escalation, and case-handling strategies based on customer needs, mission criticality, workforce capacity, and service-level requirements.
- Architect integrations among contact center platforms, customer relationship management and case management systems, knowledge management, workforce management, quality management, identity services, analytics, payment services, and systems of record.
- Develop logical, physical, integration, data-flow, security, deployment, and operating-model views of the solution.
- Define resiliency, scalability, continuity-of-operations, disaster recovery, observability, and support requirements.
- Evaluate platform alternatives and document architectural decisions, tradeoffs, assumptions, dependencies, constraints, and accepted risks.
- Validate high-risk solution elements through demonstrations, prototypes, proofs of concept, and performance modeling.
- Develop phased modernization roadmaps that support transition from legacy environments while maintaining uninterrupted public service.
- Assess and design responsible uses of conversational AI, virtual agents, agent assistance, automated summarization, intent recognition, sentiment-independent interaction analytics, knowledge retrieval, and workflow automation.
- Define human-in-the-loop controls, escalation paths, confidence thresholds, auditability, monitoring, data protections, and fallback procedures for AI-enabled interactions.
- Evaluate where automation improves service without limiting constituent access to a qualified human representative.
- Define model, knowledge, data, testing, and operational dependencies for AI-enabled contact center capabilities.
- Develop metrics to measure containment, successful completion, transfer rates, agent adoption, response accuracy, service quality, and customer outcomes.
Technical Architecture & Innovation:
- Design scalable, extensible, and flexible solutions leveraging cutting-edge technologies.
- Incorporate capabilities from Maximus Accelerators and internal reusable capabilities and offerings to drive differentiation.
- Leverage reference architectures, demonstrations, playbooks, and various technology artifacts.
- Stay current with leading solution architectures and industry hyperscalers (AWS, Microsoft, Google, ServiceNow, Salesforce).
- Drive capability and needs priorities by evaluating, analyzing, and communicating business demand and potential impacts on overall growth and value.
- Ensure compliance with technical requirements and validate solution feasibility.
- Define security and privacy controls for voice, chat, email, recordings, transcripts, screen captures, customer data, authentication, payment information, and AI-generated content.
- Address identity verification, role-based access, privileged administration, encryption, retention, redaction, consent, audit logging, and records management.
- Incorporate applicable government security, privacy, accessibility, records, and cloud authorization requirements into the architecture.
- Partner with cybersecurity, privacy, legal, and compliance teams to identify control responsibilities and resolve architectural gaps.
- Design segmentation and least-privilege access across contact center, CRM, case management, analytics, integration, and recording environments.
Proposal Development & Competitive Analysis:
- Lead RFI, RFP, and RFQ response development including whitepaper creation and concept development in coordination with technologists, operations, and business development leaders.
- Conduct competitive analysis of industry pricing approaches and award trends (best value vs LPTA).
- Support Black Hat exercises at bid level and perform market/sector competitive analysis.
- Perform question/gap assessments and labor category evaluations.
- Review technology solutions for compliance with federal and corporate standards.
Estimation & Cost Management:
- Own and drive competitive top-down estimates using expert judgment, comparative/analogous estimation, parametric estimation, and three-point estimation techniques.
- Develop initial basis of estimate (BOE) and competitive estimation concepts.
- Guide teams on estimation best practices, cost optimizations, risk quantification, and pricing strategies.
- Interface with pricing and delivery teams to ensure solution viability and cost realism.
- Assess market trends, seasonal impacts, and service level agreement implications.
Team Leadership & Collaboration:
- Lead and mentor teams of Solution Architects to advance in both their capabilities and their careers.
- Provide guidance, coaching, and training to technical employees across the organization.
- Act as bridge between technical teams and non-technical stakeholders both internal and external to Maximus.
- Collaborate with operations, information security, and human resource teams early in capture process to ensure implementable solutions.
- Work directly with customers to understand needs to design tailored solutions.
Transition & Implementation Planning:
- Develop comprehensive transition plans addressing operational readiness.
- Plan knowledge transfer, training, and operational handoff activities.
- Guide teams through technology transitions and support adoption efforts.
- Ensure solutions are designed with implementation and operational considerations.
- Collaborate with delivery teams to guarantee effective operational implementation.
Communication & Stakeholder Management:
- Develop and deliver presentations and demonstrations to internal and external stakeholders.
- Communicate complex technical concepts to senior leadership and non-technical audiences.
- Build trust and credibility through consistent delivery and transparency.
- Present high-level solution concepts and estimation models to stakeholders.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
