What are the responsibilities and job description for the Customer Engagement SME position at Improvix Technologies?
Customer Engagement SME / Solutions Architect
Location: Washington, DC (Local – Hybrid, onsite as needed)
Clearance: Active Secret Clearance required
Employment Type: Full-Time
About the Role
Improvix Technologies is seeking a Customer Engagement SME / Solutions Architect to support a Department of State program focused on customer engagement, demand management, and enterprise solutioning.
This role serves as a key interface between business stakeholders and technical delivery teams, translating mission needs into practical, scalable, and secure solution approaches. The ideal candidate is experienced in leading discovery efforts, shaping requirements, evaluating solution paths, and guiding customers toward the most effective enterprise platforms and services.
Success in this role requires strong technical judgment, clear communication, and the ability to bring structure to ambiguous requests while driving toward actionable outcomes.
Key Responsibilities
• Lead customer intake, discovery, and solutioning sessions with Department of State stakeholders
• Gather, refine, and translate business and technical requirements into actionable solution approaches
• Develop high-level solution recommendations and implementation options across enterprise platforms and services
• Produce and present Analyses of Alternatives (AoAs), decision support materials, and technical recommendations
• Assess feasibility, risks, dependencies, and architectural alignment of proposed solutions
• Guide customers on when to leverage existing enterprise capabilities versus custom-built approaches
• Manage demand requests from intake through solution recommendation and transition to delivery teams
• Coordinate with architects, engineers, product teams, and stakeholders to validate and refine solution approaches
• Ensure requests are routed to the appropriate teams for execution
• Leverage enterprise-approved AI tools, including Microsoft Copilot or similar capabilities, to enhance analysis, documentation, and solution development in a secure and responsible manner
Required Qualifications
• Active Secret Clearance
• Experience supporting federal government programs, preferably within the Department of State or a similar mission environment
• Demonstrated experience in solution architecture, technical consulting, enterprise solutioning, or customer-facing technical advisory roles
• Strong ability to translate business needs into technical recommendations and implementation strategies
• Experience developing solution recommendations, AoAs, or similar decision-support materials
• Ability to manage multiple efforts simultaneously in a fast-paced, ambiguous environment
• Strong written and verbal communication skills, including facilitating meetings and briefing stakeholders
Preferred Qualifications
• Familiarity with Department of State stakeholders, governance processes, and enterprise service environments
• Experience supporting headquarters, regional, and overseas customer communities
• Working knowledge of platforms such as Microsoft Power Platform, ServiceNow, SharePoint, Microsoft 365, Azure, or AWS
• Experience evaluating low-code, SaaS, COTS, and custom development solution paths
• Experience working with Agile teams and cross-functional delivery organizations
• Experience identifying practical AI-enabled workflows that improve customer engagement, analysis, and documentation quality
What Success Looks Like
• Customers leave engagements with clear direction and actionable next steps
• Requests are well-defined, appropriately scoped, and aligned to the right solution path
• Stakeholders receive technically sound, realistic, and supportable recommendations
• Delivery teams receive stronger inputs and clearer architectural direction
• Solutioning efforts improve customer experience, reduce ambiguity, and meet mission needs
• Cultivate strong, trust-based relationships with client stakeholders that enable open collaboration, clear communication, and confident decision-making
Equal Opportunity Employer
Improvix Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.