Practice Architect

We are looking to hire a Practice Architect to work 2 days onsite in Catonsville and 3 days remote. The Practice Architect partners with sales, solution architecture, delivery leadership, engagement management, and practice leadership to build scalable, measurable, customer-centered service models. The role supports pre-sales and post-sales efforts by defining solution strategy, validating staffing models, improving service offerings, and ensuring solutions are operationally sound, financially viable, and aligned to customer outcomes.

Key Responsibilities • Design end-to-end Tier 1 service desk and contact center solutions that align customer needs, contract commitments, service levels, staffing models, technology platforms, and operating processes. • Develop scalable support models across calls, chat, email, tickets, self-service, automation, and escalation management. • Assess customer environments and recommend improvements across intake, triage, escalation, knowledge management, communication, and reporting.

• Ensure solutions are practical, measurable, repeatable, and aligned to managed services best practices. • Provide delivery assurance by validating that service desk solutions can be implemented, governed, and operated effectively. • Support transition planning, knowledge transfer, go-live readiness, stabilization, and continuous improvement. • Build and validate staffing models using volume, handle time, service targets, shrinkage, occupancy, coverage, and channel mix.

• Advise on shift design, coverage models, after-hours support, peak planning, cross-training, and queue management. Required Qualifications • 7+ years of experience in managed services, service desk operations, contact center operations, IT service management, or service delivery leadership. • Deep understanding of Tier 1 service desk models across phone, chat, email, ticketing, escalation, knowledge management, and self-service.

• Experience designing or managing support models in MSP, enterprise IT, or outsourced delivery environments. • Demonstrated ability to build staffing models, coverage plans, service level assumptions, and performance models. • Experience with ITSM platforms, preferably ServiceNow or comparable tools. • Experience with contact center platforms such as NICE CXone, Genesys, Five9, Amazon Connect, or comparable technologies.

• Strong command of service level management, SLA design, KPI reporting, ticket lifecycle management, incident/request processes, and operational governance. Location Requirement This position is required to be in Baltimore, Maryland and must report onsite two days a week. Regular onsite engagement with the Baltimore delivery team is a mandatory requirement of the role and is necessary to maintain operational visibility, drive timely issue resolution, strengthen client alignment, and ensure solution decisions are informed by real-time delivery needs.

Job Type & Location This is a Permanent position based out of Catonsville, MD. Pay and Benefits The pay range for this position is $128000.00 - $192000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Our full-time, internal employment benefits include the following: • Medical, Dental, and Vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life and AD&D for employee and dependents) • Short and Long-Term Disability • Health Spending Account (HSA) • Transportation Benefits • Employee Assistance Program • Time Off/Leave (