Urgent need || Pega Sr Architect || Hybrid – Austin, TX || Contract

Pega Sr Architect

Hybrid – Austin, TX

Contract

 

Years of Experience: 10+ Years of Experience

 

Apple Computers Inc. is 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.

 

• Experience supporting large-scale, high-volume consumer support operations (contact center, e-commerce, hardware/electronics support).

• Familiarity with Apple product ecosystems, warranty/AppleCare 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.

 

Key Responsibilities:

• 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 (AppleCare/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.

 

Experience:

• 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.

Email: monicacet25@gmail.com