• Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models • Design future-state support models emphasizing AI, automation, self-service, and workflow orchestration • Develop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectives • Analyze client data to create value-based proposals demonstrating return on investment and measurable cost savings • Advise clients on reducing manual effort and repetitive support activities through intelligent automation and AI-driven solutions • Brief internal and customer stakeholders on the technologies and methodologies described in the required qualifications • Support capture and business development efforts such as responding to proposals, request for information and whitepapers • Evaluate and recommend technologies including Conversational AI/chatbots, Virtual agents, Intelligent routing, Knowledge-centered service (KCS), Robotic Process/Agentic Automation (RPA), Workflow automation platforms, Agent assist capabilities, Predictive analytics and reporting • Support transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service management • Facilitate workshops, stakeholder interviews, and operational assessments • Convert operational pain points into scalable technical and process solutions • Produce architectural documentation, transformation strategies, business cases, and executive-level briefings • Collaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirements