customer solutions architect

Mastercard

<div><p><b>Our Purpose</b></p><p></p><p><i>
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.</i></p><p></p><p><b>
Title and Summary</b></p><p></p>
Director, Solution Architect<p></p>
The Customer Solutions Center is a new structure which enables Mastercard to develop better solutions &amp; bundles for prioritized customer segments in markets.
<br>
It is the powerhouse for all Mastercard capabilities in a geography, and it aims to drive Mastercard business growth by creating and delivering compelling data-driven, scalable needs-based solutions to new and existing customers by tapping into Mastercard&rsquo;s extensive toolbox of products and services offerings.
<br>
The Solution Architect is the main partner to the frontline team during the solutioning process to maximize the impact of solutions for the client. The Solution Architect is a curator of solutions and aggregator across products for segments during solution bundling and helps Account Managers &amp; Directors bring to life comprehensive and complex, yet cohesive multi-product and multi-platform solutions to client. They play a critical role in ensuring relevancy and driving differentiation across all segments resulting in better relationships, market share and revenue.<br>
<br>
Solution Architect reports to Customer Solutions Center Lead.<br>
<br>
Key Responsibilities:<br>
<br>
&gt; MA capabilities expert for assigned segment<br>
<ul><li>Understands value chain of assigned segments to identify trends, needs and opportunities for Mastercard</li><li>Has a good understanding of Mastercard Products, Services and corporate strategy</li><li>Collaborates with frontline teams to identify customer needs and opportunities through account planning; recommends needs-based solutions in coordination with Products, Services and Marketing</li><li>Bridges gap between Frontline sales team and product/solution expertise</li></ul><br>
&gt; Lead complex value proposition and solution development and help drive sale from pitch to closure:<br>
<ul><li>Pulled into deals by CSCL when solution is complex or requires customization (e.g., requires combination of multiple products, service, or platforms)
</li><li>Works with the CSCL to identify the right &ldquo;squad&rdquo; from a solutioning perspective to ensure the appropriate expertise is assigned to a client opportunity/RFP</li><li>Main partner to AMs and BDs in developing and quantifying value proposition for integrated, customized solutions across products / services
</li><li>Iterates with frontline teams at different stages (e.g., value proposition creation, proposal development) to ensure solution meets client-specific needs</li><li>Develops business requirements document in collaboration with product specialists and technical architect.</li><li>Engages relevant expertise (from Sales Specialist and Solution Specialist) within the CSC, and across other CSCs (engage other SA&rsquo;s assigned to other segments) as needed
</li></ul>&gt; Market/segment innovation<br>
<ul><li>Creates solutions &amp; proactively builds solutions for known market needs. Solutions across the Mastercard toolbox, knitting together assets in bundles that can be readily deployed to address key customer &ldquo;pain points.&rdquo;</li><li>Identifies enabling partners i.e. external parties such as fintechs, for solutioning when capabilities are not present internally within MA</li><li>&ldquo;Rinses and repeats&rdquo; successful solutions and sales approaches
</li></ul>&gt; Knowledge, insights and best practice sharing:<br>
<ul><li>Shares best practices with Solution Architect community
</li><li>Provides input to the product/solution groups and segment leads to enhance their product/solution and segment strategy to meet the needs of the segment</li></ul><br>
All About You / Key Requirements:<br>
<ul><li>Deep understanding, experience and discipline of product development, product management, consumer experience and problem solving.</li><li>Good understanding of Mastercard products and services.</li><li>Good understanding of technical basics, APIs, process flows. Ability to comprehend the business, market context and customer needs to drive and architect integrated and innovative solutions
</li><li>Able to architect integrated solutions by combining MasterCard&rsquo;s products and services in ways that meet the customer&rsquo;s key strategic needs. Deep knowledge of which solutions work in which environments.</li><li>Highly collaborative; strong communicator, natural integrator with demonstrated ability to develop and deliver products and solutions for customer needs.</li><li>Ability to rally and gain backing from internal stakeholders in order to build organizational support for the proposed solution.
</li><li>Demonstrated ability to analyze both quantitative and qualitative data, and derive meaningful implications and recommendations from said data</li></ul><p></p><p><b>
Corporate Security Responsibility</b></p><p><br>
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:</p><ul><li><p>
Abide by Mastercard&rsquo;s security policies and practices;</p></li><li><p>
Ensure the confidentiality and integrity of the information being accessed;</p></li><li><p>
Report any suspected information security violation or breach, and</p></li><li><p>
Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.</p></li></ul></div><p></p>

Director, Solution Architect

XpressEdu

<p><b>Job Summary:</b></p><p>The <b>CRM Solutions Architect</b> is responsible for designing, implementing, and optimizing Customer Relationship Management (CRM) solutions that support the organization&rsquo;s business processes and customer engagement goals. This role involves working closely with stakeholders, business analysts, and technical teams to translate business requirements into scalable, high-performing CRM architectures and solutions.</p><p><b>Key Responsibilities:1. Solution Design &amp; Architecture</b></p><ul><li>Design and architect CRM solutions that align with business objectives, technology strategy, and integration requirements.</li><li>Define CRM system architecture, data models, workflows, security, and integration patterns.</li><li>Evaluate and recommend CRM platforms (e.g., Salesforce, Microsoft Dynamics 365, HubSpot, Zoho CRM) and related technologies.</li></ul><p><b>2. Implementation &amp; Integration</b></p><ul><li>Lead the technical design, configuration, and deployment of CRM solutions.</li><li>Ensure seamless integration between the CRM and other enterprise systems (ERP, marketing automation, data warehouse, etc.).</li><li>Oversee data migration, mapping, and transformation processes.</li></ul><p><b>3. Stakeholder Management</b></p><ul><li>Collaborate with business leaders, product owners, and end-users to gather and refine CRM requirements.</li><li>Translate complex business needs into technical specifications and solution blueprints.</li><li>Act as the primary technical point of contact for CRM-related initiatives.</li></ul><p><b>4. Governance &amp; Best Practices</b></p><ul><li>Establish and enforce CRM best practices, development standards, and governance policies.</li><li>Ensure compliance with data privacy and security regulations (e.g., GDPR, CCPA).</li><li>Drive continuous improvement through system audits, performance tuning, and innovation.</li></ul><p><b>5. Leadership &amp; Mentoring</b></p><ul><li>Lead cross-functional technical teams in CRM solution delivery.</li><li>Mentor junior developers and administrators on CRM architecture and configuration best practices</li></ul><p>Job Types: Full-time, Permanent</p><p>Pay: &#8377;800,000.00 - &#8377;1,000,000.00 per year</p><p>Work Location: In person</p>

CRM Solutions Architect

Alexander Ash Consulting

<div>
 <p>
  <strong>
   ServiceNow Solution Architect - Contract Role - Dubai
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Alexander Ash Consulting are seeking an experienced
  <strong>
   ServiceNow Solution Architect
  </strong>
  to lead the design and delivery of scalable, high-performing ServiceNow solutions. This role will play a key part in defining the platform strategy, architecture, and governance, ensuring alignment with business objectives and technology best practices.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You will work closely with business stakeholders, enterprise architects, and development teams to design end-to-end ServiceNow solutions that enable process automation, service management, and digital transformation initiatives across the organization.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities:
  </strong>
 </p>
 <ul>
  <li>
   Lead the architecture, design, and implementation of ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CSM, or other modules.
  </li>
  <li>
   Develop architecture blueprints, integration patterns, and technical standards for the ServiceNow platform.
  </li>
  <li>
   Translate business requirements into well-architected, scalable, and maintainable solutions.
  </li>
  <li>
   Oversee platform governance, version upgrades, and best practices in configuration and customization.
  </li>
  <li>
   Partner with business and IT teams to drive ServiceNow roadmap, ensuring alignment with enterprise architecture and digital strategy.
  </li>
  <li>
   Provide technical leadership to development teams &mdash; guiding on scripting, integrations (REST/SOAP APIs), data modeling, and workflow automation.
  </li>
  <li>
   Conduct architecture reviews, impact assessments, and performance optimization.
  </li>
  <li>
   Evaluate and integrate third-party applications and plugins within the ServiceNow ecosystem.
  </li>
  <li>
   Ensure compliance, security, and data integrity across all ServiceNow implementations.
  </li>
  <li>
   Stay current with ServiceNow releases and emerging technologies, recommending innovations and improvements.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Skills &amp; Experience:
  </strong>
 </p>
 <ul>
  <li>
   8+ years of overall IT experience with at least 5+ years of hands-on ServiceNow experience.
  </li>
  <li>
   Proven experience as a Solution Architect or Lead Developer on large-scale ServiceNow implementations.
  </li>
  <li>
   Strong knowledge of ServiceNow architecture, CMDB design, integrations, and performance tuning.
  </li>
  <li>
   Proficiency with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, and MID Server configuration.
  </li>
  <li>
   Experience defining governance models, platform strategy, and design standards.
  </li>
  <li>
   Familiarity with Agile delivery methodologies and DevOps practices.
  </li>
  <li>
   Excellent stakeholder management, communication, and leadership skills.
  </li>
  <li>
   ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications required.
  </li>
  <li>
   ServiceNow Certified Technical Architect (CTA) or Certified Application Developer (CAD) preferred.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  If you are interested in this role, please email your CV to anushree.singh@alexanderash.com
 </p>
</div>


ServiceNow Solution Architect

Envision Employment Solutions

Envision Employment Solutions is currently looking for a Service Desk, Workplace Services & On Site Support Presales Solutions Architect for one of our partners, a global leader in consulting, digital transformation, technology, and engineering services.
<br><br>
This position requires flexibility to work on US times and flexibility to travel abroad when needed.
<br><br>
<b>Responsibilities:</b><br>
<ul>
<li>Solution Design & Development: Design and architect robust, scalable, and secure EUX solutions tailored to specific client requirements. This includes selecting appropriate products from the Portfolio in order to create a tailored solution to maximise the End User Experience</li>
<li>Presales Support: Act as the SME lead in the presales process, working closely with sales teams to qualify opportunities, develop proposals, and deliver compelling presentations and demonstrations.</li>
<li>Technical Expertise: Maintain deep expertise across multiple Employee Experience Portfolio and related technologies. Stay informed about market trends, competitor offerings, and emerging technologies.</li>
<li>Proposal Development: Contribute to the development of high-quality proposals, including technical write-ups, presentations and cost estimations. Ensure proposals are technically complete, competitive, and address all client requirements.</li>
<li>Client Engagement: Engage with potential clients, understand their business challenges and technical requirements, and articulate the value proposition of the proposed solutions. Build strong relationships with key stakeholders.</li>
<li>Competitive Analysis: Understand competitive pressures on price and identify cost levers to deliver the most cost-effective and competitive solutions.</li>
<li>Solution Optimization: Maximize scoring and mitigate competitive advantage by optimizing the solution and response.</li>
<li>Understand and address internal priorities and governance.</li>
</ul>
<b>Requirements:</b><br>
<ul>
<li>Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.</li>
<li>Minimum of 10 years of experience as a Network Engineer in large enterprise environments.</li>
<li>Outstanding English communication, both verbal and non-verbal.</li>
<li>Proven Experience in designing and implementing, and/or delivering Employee Experience solutions.</li>
<li>Excellent communication and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.</li>
<li>Strong analytical and problem-solving skills, with the ability to identify client needs and develop creative solutions to differentiate from competitors.</li>
<li>Portfolio Awareness: Apply the company’s portfolio to solutions, making it real and demonstrating our capability to deliver.</li>
<li>Emerging Technologies: Stay aware of the latest developments in emerging technology, automation, and AI, and bring insights and future benefits to new solutions.</li>
<li>Commercial Acumen: Strong understanding of commercial terms, conditions, and service schedules.</li>
<li>Analytical Skills: Proficiency in price and cost analysis, financial modelling, and business case creation.</li>
</ul>
<b>Benefits:</b><br>
<ul>
<li>Competitive Salary based on experience</li>
<li>Social and medical insurance</li>
<li>Learning, development and career progression</li>
</ul>


Service Desk, Workplace Services & On Site Support Presales Solutions Architect

Deeplight

About the Role <p>We're looking for an experienced and personable GenAI Solutions Architect to join our growing AI delivery team. You'll design and build large language model (LLM) systems that move beyond experimentation and into real-world production - powering search, summarisation, knowledge assistants, and automation for enterprise clients.</p> <p>This is a hands-on, execution-focused role that requires strong stakeholder management skills. You'll work closely with product managers, engineers, and AI specialists to ship scalable solutions. You won't be buried in research or building theoretical models; you'll be deploying actual systems that users rely on every day.</p> Requirements What You'll Do <ul> <li>Architect end-to-end GenAI systems, including prompt chaining, memory strategies, token budgeting, and embedding pipelines</li> <li>Design and optimize RAG (Retrieval-Augmented Generation) workflows using tools like LangChain, LlamaIndex, and vector databases (FAISS, Pinecone, Qdrant). Experience with Graph RAG architectures and proficiency in Node.js required.</li> <li>Evaluate tradeoffs between zero-shot prompting, fine-tuning, LoRA / QLoRA, and hybrid approaches, aligning solutions with user goals and constraints</li> <li>Integrate LLMs and APIs (OpenAI, Anthropic, Cohere, Hugging Face) into real-time products and services with latency, scalability, and observability in mind</li> <li>Collaborate with cross-functional teams-translating complex GenAI architectures into stable, maintainable features that support product delivery</li> <li>Write and review technical design documents and remain actively involved in implementation decisions</li> <li>Deploy to production with industry best practices around version control, API lifecycle management, and monitoring (e.g., hallucination detection, prompt drift)</li> </ul> What You'll Bring <ul> <li>Proven background in Machine Learning</li> <li>Proven experience building and deploying GenAI-powered applications, in enterprise or regulated environments</li> <li>Deep understanding of LLMs, vector search, embeddings, and GenAI design patterns (e.g. RAG, prompt injection protection, tool use with agents)</li> <li>Proficiency in Python and fluency with frameworks and libraries like LangChain, Transformers, Hugging Face, and OpenAI SDKs</li> <li>Experience with vector databases such as FAISS, Qdrant, or Pinecone</li> <li>Familiarity with cloud infrastructure (AWS, GCP, or Azure) and core MLOps concepts (CI / CD, monitoring, containerization)</li> <li>Proven experience supporting and/or delivering AI / ML Products</li> <li>A commercial and delivery mindset- you know how to balance speed, quality, and feasibility in fast-moving projects</li> </ul> Nice to Have <ul> <li>Experience building multi-tenant GenAI platforms</li> <li>Exposure to enterprise-grade AI governance and security standards</li> <li>Familiarity with multi-modal architectures (e.g., text + image or audio)</li> <li>Knowledge of cost-optimization strategies for LLM inference and token usage</li> </ul> This Role Is Not For <ul> <li>ML researchers focused on academic model development without delivery / product experience</li> <li>Data scientists unfamiliar with vector search, LLM prompt engineering, or system architecture</li> <li>Engineers who haven't shipped GenAI products into production environments</li> </ul> Benefits & Growth Opportunities <ul> <li>Competitive salary and performance bonuses</li> <li>Comprehensive health insurance</li> <li>Professional development and certification support</li> <li>Opportunity to work on cutting-edge AI projects</li> <li>International exposure and travel opportunities</li> <li>Flexible working arrangements</li> <li>Career advancement opportunities in a rapidly growing AI company</li> </ul> <p>This position offers a unique opportunity to shape the future of AI implementation while working with a talented team of professionals at the forefront of technological innovation. The successful candidate will play a crucial role in driving our company's success in delivering transformative AI solutions to our clients.</p>

GenAI Solutions Architect

Sophos Technology GmbH

<div><div><div><b>About Us</b></div><div>
Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos&rsquo; complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.</div><div></div><div><b><br>
Role Summary</b></div><div>
We are seeking a highly skilled and experienced Zuora Billing Solution Architect to lead the design of enhancements to our global subscription billing platform. This role is pivotal in shaping the future of our billing and revenue capabilities, applying best practice approaches to deliver scalable, compliant, and customer-centric billing solutions across a variety of go-to-market strategies.</div><div>
</div><div>
The successful candidate will bring deep expertise in Zuora Billing and subscription business models, along with a strong track record of collaborating closely with cross-functional teams to deliver robust, integrated solutions enabling digital transformation. This is a high-impact role within a fast-paced, innovative environment, ideal for someone who thrives on solving complex business challenges through technology and is passionate about driving business value.</div></div>
<div><div><h3 class="jobSectionHeader"><b>What you will do</b></h3><ul><li><ul><li>
Lead the design and architecture of Zuora Billing solutions to support a variety of global subscription, usage and recurring go-to-market models.</li><li>
Collaborate with cross-functional teams (Finance, Business Ops, IT) to gather requirements and translate them into scalable, easily extendable Zuora configurations that are consistent with Enterprise Architecture principles and deliver optimized performance and data quality.</li><li>
Own the end-to-end solution design including product catalog setup, subscription lifecycle management, usage, rating, invoicing, and integrations.</li><li>
Ensure Zuora Billing and integration designs align with ongoing changes in business processes as well as data security and compliance requirements (e.g. revenue recognition, tax, GDPR).</li><li>
Provide technical leadership in designing, planning, estimating, delivering and testing enhancements and upgrades to Zuora Billing in accordance with agreed methodologies.</li><li>
Define and enforce best practices for Zuora configuration, data migration, and integration with ERP, CRM, and other enterprise applications.</li><li>
Stay current with Zuora product updates and industry trends to proactively recommend improvements.</li><li>
Proactively engage with other cross-functional IT Architects and Enterprise Architects to review end-to-end solution designs against architectural principles and ensure designs align with Zuora standard features and functionality.</li><li>
Troubleshoot and resolve complex billing issues, working closely with business teams and vendor support teams.</li><li>
Mentor junior team members and contribute to the development of internal Zuora expertise.</li><li>
Author and organize technical design documentation and operational run books.</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>What you will bring</b></h3><ul><li><ul><li><b>
Essential:</b></li><li>
Proven experience as a Solution Architect or Senior Consultant with hands-on expertise in Zuora Billing.</li><li>
At least 4 yrs of experience in Zuora</li><li>
Strong understanding of Zuora&rsquo;s out-of-the-box capabilities (e.g. subscription billing models, usage-based pricing)</li><li>
Experience designing and implementing Zuora rate plans, workflows, and custom objects.</li><li>
Solid grasp of Zuora APIs, connectors and integration patterns for ERP (e.g. SAP), CRM (e.g. Salesforce), and middleware integration platforms (e.g. MuleSoft)</li><li>
Experience using Zuora data migration strategies and working with Zuora systems containing migrated data.</li><li>
Ability to translate complex business requirements into scalable technical solutions.</li><li>
Excellent stakeholder management and communication skills across technical and non-technical audiences.</li><li>
Experience working in global, matrixed organizations with complex business processes.</li><li>
Good professional maturity and ability to handle pressured/business critical situations
</li><li>Proactive attitude and enjoy working as part of a global team</li><div></div><li><b><br>
Desirable:</b></li><li>
Zuora certifications (e.g. Zuora Billing Solution Architect).</li><li>
Experience of Zuora Revenue (RevPro) and revenue recognition principles.</li><li>
Knowledge of financial systems and processes, including tax, compliance, and audit.</li><li>
Background in high-tech, SaaS, or subscription-based business models.</li><li>
Familiarity with agile delivery methodologies and DevOps practices.</li><li>
Knowledge of IT Security frameworks (e.g. MITRE Attack Framework) and Enterprise Architecture frameworks (e.g. TOGAF)</li></ul></li></ul></div></div>
<div><div>#LI-Remote</div><div>
#B2</div><div></div><div><b><br>
Ready to Join Us?</b></div><div>
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back &ndash; we encourage you to apply.<br>
</div><div></div><br>
<div><b>What's Great About Sophos?</b></div><ul><li>Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. <b>While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.</b></li><li>Our people &ndash; we innovate and create, all of which are accompanied by a great sense of fun and team spirit</li><li>Employee-led diversity and inclusion networks that build community and provide education and advocacy</li><li>Annual charity and fundraising initiatives and volunteer days for employees to support local communities</li><li>Global employee sustainability initiatives to reduce our environmental footprint</li><li>Global fitness and trivia competitions to keep our bodies and minds sharp</li><li>Global wellbeing days for employees to relax and recharge</li><li>Monthly wellbeing webinars and training to support employee health and wellbeing</li></ul><div></div><div><b><br>
Our Commitment To You</b></div><div>
We&rsquo;re proud of the diverse and inclusive environment we have at Sophos, and we&rsquo;re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.</div><div></div><div><b><br>
Data Protection</b></div><div>
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos&rsquo; data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos</div></div>
<div><div>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div></div></div>

Zuora Billing Solution Architect

First Abu Dhabi Bank (FAB)

<p>Overall objectives</p>
<ul>
<li>Architect end-to-end customer journeys that deliver measurable business and experience outcomes, aligned with strategic capabilities and value streams.</li>
<li>Act as the key integrator of customer-centric design and enterprise architecture, driving alignment between customer experience (CX), business goals, and enabling technologies.</li>
<li>Orchestrate cross-functional collaboration to embed capability-based design into customer journeys and digital channels.</li>
<li>Serve as a strategic partner in journey modernization programs, applying a structured business architecture lens to improve agility, personalization, and service quality.</li>
<li>Maintain traceability from journey design to business value and enterprise objectives.</li>
<li>Embed technical architecture principles including cloud-native design (AWS, Azure), event-driven and asynchronous processing, and serverless computing into journey platforms.</li>
<li>Ensure alignment with modern system architecture and value stream optimization across customer engagement layers.</li>
</ul>
<p>Role specific responsibilities</p>
<ul>
<li>Lead the definition, modeling, and maintenance of enterprise customer journey blueprints, ensuring traceability to capabilities and strategic outcomes.</li>
<li>Partner with CX, product, strategy, and channel teams to embed journey insights into transformation programs.</li>
<li>Actively support value stream identification and optimization, ensuring business capabilities and pain points are addressed through architecture.</li>
<li>Co-design future-state operating models for high-priority journeys (e.g., onboarding, service recovery, complaints handling).</li>
<li>Ensure journey initiatives are architecturally sound, technically feasible, and integrated with enterprise capability and process landscapes.</li>
<li>Maintain documentation in the business architecture repository, aligned to EA standards and taxonomy.</li>
<li>Integrate cloud-native services and serverless components to enhance scalability and agility of journey platforms.</li>
<li>Apply event-driven architecture principles to enable real-time customer interaction and orchestration.</li>
</ul>
<p>General functional responsibilities</p>
<ul>
<li>Represent customer journey perspectives in enterprise architecture boards, governance forums, and transformation design reviews.</li>
<li>Ensure architecture artifacts reflect alignment with the broader data, application, and technical landscape.</li>
<li>Promote standardization of reusable digital capabilities (e.g., onboarding KYC, authentication, communication) across journeys.</li>
<li>Track journey performance, maturity, and value realization, contributing to architecture KPIs and roadmap tracking.</li>
<li>Coach architects, analysts, and product owners on capability-led, experience-driven design.</li>
<li>Contribute to the evolution of enterprise architecture practices by embedding journey thinking into frameworks, tooling, and governance.</li>
<li>Collaborate with cloud engineering teams to ensure AWS and Azure services are leveraged effectively in journey platforms.</li>
<li>Support asynchronous processing and integration patterns to improve responsiveness and scalability.</li>
</ul>
<p>Qualifications</p>
<p>Core competencies required</p>
<ul>
<li>Journey-Centric Architecture Expertise: Experience designing, evolving, and governing omnichannel customer journeys mapped to enterprise capabilities.</li>
<li>Value Stream &amp; Capability Mapping: Proficiency in linking customer intents to business outcomes, processes, and enabling technology.</li>
<li>CX-to-Tech Bridging: Proven ability to translate customer needs and pain points into business and IT requirements.</li>
<li>Strategic Thinking: Ability to drive prioritization, roadmap alignment, and investment rationale based on journey impact and business value.</li>
<li>Collaboration &amp; Influence: Strong stakeholder engagement across business, product, CX, and technology domains to align on shared outcomes.</li>
<li>Continuous Improvement: Familiarity with journey analytics, VOC feedback loops, and agile delivery to optimize journeys.</li>
<li>Cloud Architecture: Knowledge of AWS and Azure platforms, including serverless computing, containerization, and cloud-native services.</li>
<li>Modern System Architecture: Experience with event-driven design, asynchronous processing, and microservices-based platforms.</li>
</ul>

Principal Architect- Customer Journeys

Search 10000+ Customer solutions architect jobs near you this November. New roles added regularly across leading industries. Apply today.