Senior Data Intelligence Solutions Architect

Job Summary Senior Data Intelligence Solutions Architect to join the Employee & Experience Enablement (E3) organization. This role designs and enables scalable data, analytics, automation, and AI‑driven operational solutions that improve visibility, decision‑making, and operational efficiency across the Customer Experience ecosystem. Key Responsibilities Design scalable data architecture for operational reporting, workforce planning, QA, escalation management, customer health, and executive visibility. Build and maintain enterprise data models, integrations, and pipelines across operational platforms, contact center systems, and analytics environments. Architect AI‑enabled solutions for workflow automation, trend detection, case intelligence, quality monitoring, and operational forecasting. Partner with Insights & Analytics to build dashboards, scorecards, and predictive models that support strategic decisions. Collaborate cross‑functionally to ensure system integration alignment and operational readiness. Drive visibility into SLA adherence, customer health, workforce demand, escalation trends, and support performance. Identify and implement AI and automation opportunities to reduce manual overhead and improve scalability. Establish data governance standards, data quality practices, and reporting consistency across business functions. Provide architectural leadership on AI‑enabled customer experience and operational transformation initiatives. Produce technical roadmaps, architectural documentation, and strategic recommendations for leadership. Required Qualifications Bachelor’s degree and 12+ years of related experience, or advanced degree with 8+ years, or equivalent. Experience in Data Architecture, Data Engineering, Solution Architecture, AI‑enabled operations, or Business Intelligence. Proven experience designing enterprise data solutions, operational analytics platforms, and scalable reporting architectures. Experience developing AI‑enabled solutions, automation frameworks, or predictive analytics platforms. Solid understanding of enterprise system integrations, APIs, workflow automation, and operational tooling. Experience with cloud‑based data platforms and enterprise analytics and reporting tools. Hands‑on experience with Power BI, Tableau, Snowflake, SQL, Python, Databricks, Azure, AWS, GCP, or equivalent. Experience integrating data across CRM, contact center, support, incident management, and workforce management platforms. Strong analytical and systems‑thinking skills. Track record of cross‑functional collaboration across Support, Product, Engineering, Delivery, and executive leadership. Ability to translate technical concepts into business outcomes for both technical and non‑technical audiences. Comfortable managing multiple priorities in a fast‑paced, cross‑functional environment. Preferred Qualifications Experience in enterprise SaaS, FinTech, or Customer Experience organizations. Experience designing AI‑enabled operational intelligence or customer experience analytics platforms. Knowledge of contact center analytics, conversational AI, sentiment analysis, or quality monitoring systems. Background in operational transformation, workforce optimization, incident management, or customer health programs. Experience with ML models, predictive analytics, workflow orchestration, or AI‑assisted decision frameworks. Other Requirements Fluent written and oral communication in English. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Benefits Health & Wellness, Hybrid Work Opportunities, Flexible Time Off, Career Development & Mentoring Programs, Competitive health insurance, and paid parental leave for eligible new parents. Equal Employment Opportunity Statement We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected status. Applicants in California or Washington State may not be exempt from federal and state overtime requirements. #J-18808-Ljbffr Q2 India