Telephony Solutions Architect (REMOTE) - Maximus

Maximus is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under Maximus's founding mission of Helping Government Serve the People® since 1975, Maximus Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

This critical position will help support our CMS client.

You will work closely with the COTS vendors, product owners, and other government contractors to help develop solutions that addresses a government program's current and anticipated needs with innovative solutions. This senior technical solutions role requires experience and expertise in identifying effective solutions that meet the government client's needs. The candidate must leverage knowledge gained from previous implementations and working with government help desk programs. Some possible role requirements include conducting market research, generating product requirements with the government client; determine design specifications, production implementation timetables, pricing, capacity management, and determine operations support requirements (such labor and technical resources).

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.
- 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.

Position-Specific Responsibilities:

- Lead the identification and development of production environment innovative solutions for help desk solutions supporting a federal government client

- Manage solutions backlog including prioritization, work estimation, production implementation schedule, and cost determination with government product owner

- Provide input on solution implementation planning such as resources needed and implementation timeline

- Work with the government product owner and other government contractors to develop solution implementation schedule

- Determine platform configurations, development and implementation approach aligned with customer requirements on an ongoing basis.

- Monitor platform configuration and operations on a regular basis to evaluate, analyze and recommend enhancements and upgrades

- Lead discussions with help desk team to evaluate solution effectiveness. Recommend the nature and scope of present and future product lines by reviewing platform specifications and requirements, appraising new ideas and/or platform changes

- Provide source data for product line communications by defining product objectives

- Engage with the product owner to assess capacity and platform availability requirements by reviewing program implementation ppipeline and adjusting capacity levels to program schedules.

- Demonstrates experience with the Maximus MGEP platform

- Coordinates with all other IT team(s) to appropriately engage and support the upkeep of the MAXIMUS MGEP platform

- Provides on call support based on critical reported incidents, and coordinates with program team and government product owner for incident resolution options

- Participates and supports platform solution architecture for new implementations, enhancements and upgrades

- Assists with the update and maintenance of all platforms specific documentation

- Demonstrates experience working on a FedRAMP production site including

understanding infrastructure requirements needed for successful implementation.

- Supports regular, ongoing platform certification activities (FedRAMP) as required

- Supports customer specific Authority to Operate (ATO) activities, as required

- Maintains professional and technical knowledge by attending vendor provided platform workshops; reviewing release notes, professional publications; establishing personal networks; participating in professional societies

- Contributes to team effort by accomplishing related results as needed

Additional Requirements:

- At least ten (10) years' technology background in development or infrastructure

- At least seven (7) years of detailed telephony infrastructure engineering knowledge and experience configuring and supporting (including Switch installation and configuration as well as routing design and platform trouble shooting) the following telephony platforms; NICE (required), and other Cloud Contact Center platform

- At least ten (10) years of experience with Contact Center technology; IVR, ACD, WFM & Reporting preferred

- Certification on one or more Contact Center Suites such as Genesys, Nice, Avaya or inContact (or other Cloud Contact Center platform) Advanced knowledge of networking principles and applications

- Experience using Service Now, AWS Cloud, Verizon Telephony solutions, and NICE Customer Experience Platform

- Federal or State Government experience strongly preferred

- Ability to manage vendor relationships

- Demonstrate expertise and confidence while discussing or presenting solutions to government client

- Knowledge of the contact center market and related products and industry

- Bachelor's Degree, or 4 additional years of experience

• Excellent networking skills, especially regarding distribution channels and vendor relations

- Up to 10 percent travel

- Strong motivational skills, especially when it comes to leading a team

- Ability to work independently and within a team structure

- Excellent oral and written communication skills. The ideal candidate must be able to develop and execute presentations to senior government officials.

Preferred:

- Experience supporting federal government help desks and/or call centers

- Experience supporting Department of Health and Human Services agencies

Minimum Requirements

- Bachelor's degree in related field.
- 10-12 years of relevant professional experience required.
- Equivalent combination of education and experience considered in lieu of degree.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position

$

180,000.00

Annual Base Pay Maximum for this Position

$

210,000.00