About the Job
The Principal Application Architect (CX & Marketing Platforms) will be responsible for designing and overseeing the implementation of application and integration solutions aligned with the enterprise architecture strategy. This role entails leading the overall technical vision and high-level design for solutions, focusing on identifying and deploying the best technology to address existing business challenges. The architect will participate in architecture governance, ensuring the quality of architecture deliverables and adherence to D360's standards, policies, and strategies. Opportunities for reuse and standardizing common solutions will be central to this position. While the primary focus will be on CX and Marketing Platform solutions, there may be occasions to work on diverse types of solutions.
Responsibilities
- Formulate both conceptual and detailed architecture for the development of CX (Sprinklr) and Marketing Platform applications.
- Design and implement scalable, reliable, and secure call center architectures that meet business and technical requirements, with a focus on IVR and ACD systems.
- Enhance customer service efficiency and satisfaction through advanced call center technologies, bringing extensive experience in IVR, ACD, CTI, omnichannel, social media integration, case management, and chat and voice bots.
- Develop and execute a comprehensive technology strategy for call centers, prioritizing CTI integration and optimizing omnichannel customer experiences.
- Create high-level application and integration solution designs.
- Conduct system architecture evaluations to define target state architectures and transitional roadmaps.
- Ensure solutions integrate seamlessly with existing bank applications through APIs and other integrations.
- Implement compliance measures and robust security practices to protect sensitive customer data across all interaction channels.
- Collaborate with cross-functional teams to deliver high-quality customer care solutions, providing guidance and mentorship to development teams.
- Review designs and code produced by both in-house and outsourced teams, ensuring adherence to design, security standards, and industry best practices.
- Participate in architecture governance, presenting solutions for broader review and approval.
- Identify valuable technologies to enhance banking operations.
- Lead application and integration strategies using ArchiMate to ensure alignment with business objectives and seamless integration across enterprise domains.
- Communicate technical analyses and recommendations effectively to IT and business management.
- Enforce quality by integrating tests and performing code reviews.
- Explore and experiment with new tools and technologies to improve solutions, evaluating emerging technologies and best practices to optimize system performance.
- Provide recommendations on emerging technology to senior management and ensure compliance with all necessary controls and information security policies.
Qualifications
- A tertiary-level qualification in computer science, engineering, or a related field.
- 8 to 10 years of equivalent experience in Development, with a strong focus on leading design work.
- Proven ability to link technical contributions to business impacts.
- Experience with microservices and event-driven architectures.
- Hands-on experience with CX (preferably Sprinklr) and/or marketing platform solutions.
- Knowledge of refining business capabilities, application architecture, and data models.
- Experience building cloud-based solutions and awareness of security practices.
Technical Competencies
- Architecture design and development
- Business case creation
- Architecture modeling techniques
- CX or marketing technologies
Behavioral Competencies
- Effective communication skills
- Collaboration skills
