PEGA Architect - Customer Service Implementations

Our client, a IT Services and Consulting company, is looking for a PEGA Architect - Customer Service Implementations for their Austin, TX/Hybrid location.

Responsibilities:

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

Requirements:

• Experience supporting large-scale, high-volume consumer support operations (contact center, e-commerce, hardware/electronics support).
• Familiarity with client's product ecosystems, warranty/ClientCare processes, or similar consumer-electronics service models (helpful context, not required).
• Experience with cloud-native Pega deployments (Pega Cloud, AWS/Azure) and containerization (Docker/Kubernetes).
• Exposure to AI/chatbot integration (virtual agents, NLP-driven self-service) within a Pega Customer Service context.
• Experience with global, multi-region customer support platform rollouts.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field (or equivalent practical experience).
• 10+ years of overall IT experience, with 5+ years as a Pega Architect, including direct experience implementing Pega Customer Service.
• Pega Certified Senior System Architect (CSSA) required; Lead System Architect (LSA) and/or Pega Certified Customer Service Business Consultant strongly preferred.
• Strong hands-on expertise with Pega Customer Service case types, Interaction Portal, Knowledge Management, and Customer Profile integration.
• Experience integrating Pega with contact center/telephony (CTI), CRM, and back-office systems (order management, warranty, repair/service systems).
• Solid understanding of omni-channel customer service architecture (voice, chat, email, self-service/chatbot).
• Experience with Pega Decisioning (Next-Best-Action, Prediction Studio) applied to customer service use cases.
• Working knowledge of security, data privacy, and compliance requirements relevant to customer data handling.
• Experience with CI/CD tools (Deployment Manager, Jenkins, GitLab) in a Pega delivery lifecycle.
• Strong communication skills, able to work across technical, operations, and customer experience teams.
• 10+ Years of Experience

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities