Job Title Synonyms

Job Description

Role: Pega Sr Architect

Mode: Hybrid - Austin, TX

We are seeking a Pega Architect to design and lead the technical architecture for Pega Customer Service solutions supporting AppleCare and customer support operations. This role is responsible for architecting case management, omni-channel service flows, and knowledge-driven resolution processes that power millions of customer interactions — including phone, chat, email, and self-service channels. The ideal candidate combines deep Pega technical expertise with a strong understanding of customer service operations, contact center technology, and enterprise integration.

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• Experience supporting large-scale, high-volume consumer support operations (contact center, e-commerce, hardware/electronics support).
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• Familiarity with Apple product ecosystems, warranty/AppleCare processes, or similar consumer-electronics service models (helpful context, not required).
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• Experience with cloud-native Pega deployments (Pega Cloud, AWS/Azure) and containerization (Docker/Kubernetes).
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• Exposure to AI/chatbot integration (virtual agents, NLP-driven self-service) within a Pega Customer Service context.
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• Experience with global, multi-region customer support platform rollouts.
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Key Responsibilities:

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• Architect end-to-end Pega Customer Service solutions covering case types, customer service flows, Interaction Portal, and Knowledge Management integration.
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• Design omni-channel service architecture spanning voice, chat, email, and self-service, ensuring seamless handoffs and consistent customer context across channels.
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• Define integration architecture between Pega and contact center/CRM systems (e.g., CTI/telephony platforms, CRM, order management, warranty/repair systems, knowledge bases).
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• Lead technical design for customer identity verification, entitlement checks (AppleCare/warranty status), and case routing/prioritization logic.
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• Ensure solutions align with Pega Guardrails, application layering standards, and enterprise security/compliance requirements (data privacy, PCI, regional regulations).
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• Partner with business stakeholders, BAs, and CX designers to translate customer journey requirements into scalable Pega case designs.
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• Own performance, scalability, and resiliency architecture for high-volume, customer-facing case processing (peak load planning, SLAs, failover).
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• Drive decisioning strategy (Next-Best-Action, proactive case creation) using Pega's Decisioning/DSM capabilities to improve customer service outcomes.
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• Guide developers and system architects on best practices for case design, reusability, and UI (Constellation/App Studio) for customer service experiences.
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• Establish CI/CD, branching/merging, and automated testing practices specific to Pega Customer Service deployments.
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• Troubleshoot and resolve complex production issues affecting live customer interactions, using PDC, SMA, and Log Analyzer.
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• Support platform upgrades and roadmap planning (Pega Infinity releases, Customer Service module updates).
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• Mentor architects and developers on customer service domain patterns and platform capabilities.
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Experience:

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• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field (or equivalent practical experience).
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• 10+ years of overall IT experience, with 5+ years as a Pega Architect, including direct experience implementing Pega Customer Service.
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• Pega Certified Senior System Architect (CSSA) required; Lead System Architect (LSA) and/or Pega Certified Customer Service Business Consultant strongly preferred.
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• Strong hands-on expertise with Pega Customer Service case types, Interaction Portal, Knowledge Management, and Customer Profile integration.
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• Experience integrating Pega with contact center/telephony (CTI), CRM, and back-office systems (order management, warranty, repair/service systems).
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• Solid understanding of omni-channel customer service architecture (voice, chat, email, self-service/chatbot).
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• Experience with Pega Decisioning (Next-Best-Action, Prediction Studio) applied to customer service use cases.
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• Working knowledge of security, data privacy, and compliance requirements relevant to customer data handling.
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• Experience with CI/CD tools (Deployment Manager, Jenkins, GitLab) in a Pega delivery lifecycle.
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• Strong communication skills, able to work across technical, operations, and customer experience teams.
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Applicant Notices & Disclaimers

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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $50.00/hr - $53.00/hr.