About the Job
The Principal Application Architect (CX & Marketing Platforms) will be responsible for designing and overseeing the implementation of application and integration solutions in line with the enterprise architecture strategy. This role entails leading the overall technical vision and high-level design for specific solutions, focusing on finding the best technologies to address existing business challenges.
The Principal Application Architect will participate in architecture governance forums, ensuring that all architecture activities and deliverables meet high-quality standards and align with D360 Bank's policies and strategies. There will be an emphasis on identifying opportunities for solution reuse and establishing standard patterns for common solutions. While the primary focus will be on CX & Marketing Platform solutions, the architect may also engage in various other projects as needed.
Responsibilities
- Formulate 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 align with both business and technical requirements, focusing on IVR and ACD systems.
- Develop advanced call center technologies, leveraging extensive experience in IVR, ACD, CTI, omnichannel solutions, social media integration, case management, and chat/voice bots to improve customer service efficiency.
- Develop and execute a comprehensive technology strategy for call centers, with a focus on CTI integration and optimizing customer experiences across multiple channels.
- Create high-level application and integration solution designs and conduct system architecture evaluations to define target state architectures and transitional roadmaps.
- Ensure seamless integration with existing bank applications through APIs and ensure robust security practices to protect sensitive customer data.
- Collaborate with cross-functional teams to deliver cohesive customer care solutions while mentoring development teams.
- Participate in architecture governance, conduct technical reviews, and oversee design and code delivery to ensure conformity with solution standards and industry best practices.
- Explore and recommend emerging technologies to senior management, ensuring alignment with business objectives.
Qualifications
Preferred Qualifications
- Tertiary level qualification in computer science, engineering, or a related field
- 8 to 10 years of relevant experience, having served as a subject matter expert in a capability area or key process
- Proven experience in Microservices and Event-Driven Architectures, with hands-on knowledge of CX solutions (ideally Sprinklr) and/or Marketing Platforms
- Experience in building cloud-based solutions and an understanding of security, data protection, and secure coding practices
- Familiarity with architecture design and development, business case creation, and architecture modeling techniques
Technical Competencies
- Expertise in Architecture design and development
- Proficiency with CX or Marketing technologies
Behavioral Competencies
- Strong communication and collaboration skills
D360 Bank is a shariah-compliant digital bank focused on providing a superior financial experience in the Kingdom, with a vision to innovate and make finance convenient, accessible, and fair to all.
