Senior Solutions Architect

We currently have a career opportunity for a Strategic AI Operations Leader to join our team. This is a remote position, must live in the United States. 

 Job Overview:

 As a Strategic AI Operations Leader, you will play a critical role in transforming a large-scale enterprise managed services engagement from a traditional, human-centric operating model to an AI-enabled support ecosystem. This role is responsible for defining and shaping the future-state operating model across L1 and L2 support functions, driving modernization, scalability, and operational excellence.

 The successful candidate will architect and implement an advanced support model leveraging AI agents, intelligent automation, observability platforms, and modern ITSM capabilities, supported by human-in-the-loop frameworks. The objective is to improve service availability, reduce operational costs, accelerate incident resolution, and enhance overall customer experience.

This is a highly strategic and hands-on leadership role requiring deep expertise in enterprise NOC operations, production support organizations, AI-enabled service delivery models, and managed services transformation.

You will collaborate with cross-functional global teams and industry-leading talent to design and deliver innovative, high-quality solutions. The role also involves active participation in sales pursuits and client engagements, aligning AI-driven operational strategies with business objectives.

This role is part of the Business Unit Senior Leadership Team and plays a key role in shaping the strategic direction of the organization’s managed services offerings.

Perficient is always looking for the best and brightest talent and we need you! We’re a quickly-growing, global digital consulting leader, and we’re transforming the world’s largest enterprises and biggest brands. You’ll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

 

Responsibilities

• Define and drive the enterprise AI operations transformation strategy for a large-scale managed services engagement.
• Design the future-state AI-enabled support model spanning: 
  • Network Operations Center (NOC)
  • Infrastructure Operations
  • Application Production Support
  • End User Computing (EUC)
  • Service Desk and Incident Management
• Develop phased transformation roadmaps transitioning from traditional L1/L2 staffing models toward AI-agent-assisted and autonomous operations.
• Establish human-to-agent operational transition strategies with governance, escalation, and operational risk controls.
• Identify opportunities to reduce ticket volumes, automate remediation, improve MTTR, and optimize operational headcount through AI and intelligent automation.
• Define the architecture and orchestration strategy for AI agents supporting operational workflows.
• Evaluate and recommend AI platforms, orchestration frameworks, copilots, LLM integrations, AIOps platforms, and automation tooling.
• Define integration strategies across inherited enterprise tooling ecosystems.
• Assess current-state operational maturity, support workflows, staffing structures, ticket patterns, monitoring systems, and service management processes.
• Design scalable enterprise operational models aligned to ITIL and ITSM best practices.
• Develop AI-enabled incident, problem, change, and event management frameworks.
• Modernize observability and monitoring strategies
• Partner with enterprise architects, engineering teams, operations leadership, and client stakeholders to define the target-state architecture.
• Ensure scalability, security, resiliency, governance, and operational continuity within the AI operations strategy.
• Serve as a strategic advisor to executive leadership and enterprise clients.
• Present transformation strategies, business cases, operational roadmaps, and AI adoption models to senior stakeholders.
• Build financial and operational models demonstrating Efficiency gains, Operational savings and Service quality improvements

• Lead workshops, operational assessments, and strategic planning sessions with clients and internal teams.

  
  

Qualifications

• 15+ years of experience in enterprise IT operations, managed services, NOC operations, or production support environments
• 5+ years leading enterprise-scale operational transformation initiatives
• Proven experience designing and modernizing: 
  • NOC and IT operations centers
  • Service management organizations
  • Production support operating models
• Demonstrated experience implementing AI, AIOps, automation, and intelligent operations within enterprise support environments
• Experience supporting large-scale enterprise environments with 24x7 operational requirements.
• Experience driving support model transformation, including AI augmentation and workforce optimization strategies
• Background in enterprise consulting or global systems integrators
• Strong understanding of:
  • ITIL frameworks, including Incident, Problem, Change, and Event Management
  • NOC and production support models across global delivery environments
  • Enterprise observability, monitoring, and telemetry-driven operations
  • AIOps platforms, event correlation, and intelligent incident management
  • AI/ML-enabled operational models, including LLMs, AI agents, and orchestration frameworks
  • Enterprise automation platforms and workflow orchestration
  • Operational analytics and data-driven decision making
  • Cloud and infrastructure operations across AWS, and hybrid environments

• Hands-on experience with enterprise tools and platforms, including:

  • Cloud Platforms: AWS
  • ITSM Platforms: ServiceNow or equivalent
  • Observability & Monitoring: Dynatrace, Splunk, Datadog, AppDynamics, Elastic
  • AIOps & Event Management: Moogsoft, BigPanda, and/or PagerDuty
  • AI & LLM Platforms: Azure OpenAI, OpenAI, Copilot frameworks
  • AI agent frameworks and orchestration platforms
  • Automation Tools: Ansible, Rundeck
  • Workflow orchestration and integration platforms
  • Enterprise knowledge management systems 
  • Proficient in leveraging AI technologies to drive innovation, support strategic initiatives, and enable data-driven decision-making.
  • Possesses a strong understanding of AI capabilities, limitations, and ethical considerations.

   

   

  
  

  The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $105,100.00 to $202,730.00. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.   

  
  
  

  ABOUT PERFICIENT

  
  
  

  Perficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world’s most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com. 

  
  

   

  
  

  WHAT WE BELIEVE

  
  
  

  At Perficient, we promise to challenge, champion, and celebrate our people. You will experience a unique and collaborative culture that values every voice. Join our team, and you’ll become part of something truly special.

   

  
  
  

  We believe in developing a workforce that is as diverse and inclusive as the clients we work with. We’re committed to actively listening, learning, and acting to further advance our organization, our communities, and our future leaders… and we’re not done yet.

  
  

   

  
  

  Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.

  
  

   

  
  

  Disability Accommodations:

  
  

   

  
  

  Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

  
  
  
  
  

   

  
  

  Disclaimer:  The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification.  Management retains the discretion to add or change the duties of the position at any time. 

  
  

   

  
  

  #LI-BV1

  
  

  #Remote

  
  

 

About UsPerficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world’s most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com.