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. Define integration architecture between Pega and contact center/CRM systems (e.g., CTI/telephony platforms, CRM, order management, warranty/repair systems, knowledge bases).
Numbers & Facts
Location
Austin, TX
Salary
$53.57 Per Hour
Description
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.