Description
TEKsystems Global Services is hiring a Practice Architect – Service Desk / Contact Center Operations to design and improve managed service desk and contact center solutions for current and prospective customers. The role partners with sales, solution architecture, delivery, engagement, and practice leadership to build scalable support models, validate staffing and service-level assumptions, support transitions and go-live readiness, analyze performance data, and enable AI, automation, knowledge management, and workforce-management capabilities. It requires at least seven years of relevant experience, strong ITSM and contact-center platform knowledge, and the ability to lead complex operational transformation. The position is based in Catonsville, Maryland, with onsite reporting to UMBC at least two days per week, and is a permanent hybrid role with a stated annual pay range of $128,000 to $192,000.
