Today
Public Trust
Unspecified
Unspecified
IT - Support
Woodlawn, MD (On-Site/Office)
Who We Are:
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
Job Description:
We are seeking a dynamic and experienced Solutions Architect to lead the design and delivery of next-generation contact center and IT help desk solutions. In this role, you will be responsible for architecting scalable, resilient, and user-centric platforms built primarily on Nice CXone and ServiceNow, enabling outstanding customer and employee support experiences.
You will collaborate with stakeholders across customer service, IT operations, engineering, and vendor teams to modernize support capabilities, automate workflows, and integrate technologies to align with enterprise goals.
Basic Requirements:
Responsibilities:
Public Trust Clearance: This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.
As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more.
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
California Consumer Privacy Act (CCPA)
We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa .
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
Job Description:
We are seeking a dynamic and experienced Solutions Architect to lead the design and delivery of next-generation contact center and IT help desk solutions. In this role, you will be responsible for architecting scalable, resilient, and user-centric platforms built primarily on Nice CXone and ServiceNow, enabling outstanding customer and employee support experiences.
You will collaborate with stakeholders across customer service, IT operations, engineering, and vendor teams to modernize support capabilities, automate workflows, and integrate technologies to align with enterprise goals.
Basic Requirements:
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field (or equivalent experience)
- 5+ years of experience designing or implementing solutions in Contact Center, Help Desk, or Customer Experience (CX) environments
- Deep expertise with Nice CXone (routing, IVR design, Studio scripting, reporting), ServiceNow (ITSM, workflows, integrations), AWS Connect, QuickSight.
- Proven experience with REST APIs, webhooks, and middleware/integration platforms
- Strong understanding of contact center KPIs, workforce operations, and customer service best practices
- Strong understanding of CX tools (e.g., NICE CXone, ServiceNow, AWS Connect, QuickSight).
- Knowledge of AI/ML applications in customer service (e.g., chatbots, sentiment analysis).
- Hands-on experience with agile methodology, journey mapping, and CX design thinking.
- Excellent communication, leadership, and cross-functional collaboration skills.
- Must have experience working in healthcare, government, or regulated environments with >100,000 inquiries/month.
Responsibilities:
- Solution & Architecture
- Architect and document end-to-end technical solutions for contact center and help desk systems using Nice CXone, ServiceNow, and complementary tools
- Build scalable, modular frameworks that support high availability, disaster recovery, and future extensibility
- Develop and lead the customer experience innovation roadmap aligned with company and client priorities.
- Identify and evaluate emerging technologies (AI, chatbots, IVA/IVR, WFM, self-service tools) for practical implementation.
- Champion the adoption of omnichannel experiences and ensure seamless integration across touchpoints (chat, phone, web, email, self-service).
- Design and implement experiments or POCs to test innovative CX solutions, measure impact, and scale successful pilots.
- Integration & Automation
- Lead integrations between CXone, ServiceNow, and third-party platforms such as CRM systems, workforce management (WFM), knowledge bases, and analytics tools
- Design automation for incident creation, call disposition, contact routing, and post-call workflows using scripting, APIs, and orchestration platforms
- Stakeholder Engagement
- Work closely with business owners, program managers, IT, and contact center operations teams to gather requirements and align solutions to business outcomes
- Serve as a technical advisor and lead architectural discussions with internal and external stakeholders
- Serve as the CX innovation point-of-contact for internal business units, client teams, and strategic partners.
- Translate customer insights and analytics into actionable opportunities.
- Performance & Optimization
- Implement monitoring strategies and dashboards for key performance indicators (e.g., handle time, resolution rate, first contact resolution)
- Identify areas for system improvements, automation opportunities, and CX enhancements
- Governance & Compliance
- Ensure adherence to industry standards, security protocols, and data privacy regulations (e.g., HIPAA, FedRAMP)
- Contribute to documentation, architecture reviews, and change control processes
Public Trust Clearance: This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.
As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more.
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
California Consumer Privacy Act (CCPA)
We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa .
group id: 91140539
