Pega AMS Onshore Lead / Senior System Architect (SSA) (United States)

Pega AMS Onshore Lead / Senior System Architect (SSA)

Company: Enquo 

About Enquo

Join Enquo, where we harness the power of data and technology to deliver real outcomes. We specialize in designing, building, and operating enterprise systems end-to-end across data, integrations, analytics, and applications.

We operate with a simple mindset: own the outcome, not just the work.

Role Summary

The Pega AMS Onshore Lead / Senior System Architect (SSA) will provide technical, functional, and service leadership for enterprise Pega applications supported through Application Managed Services.

This role will serve as the primary onsite interface between business/IT stakeholders and the Pega AMS team, combining strong Pega technical expertise with functional understanding and excellent stakeholder-management skills.

The Lead will oversee day-to-day application support, incident resolution, minor enhancements, application monitoring, patch/release activities, and provide technical direction to the offshore Pega team.

Key Responsibilities

• Serve as the primary onsite contact for business and IT stakeholders.
• Provide strong technical leadership and solution oversight for day-to-day AMS activities.
• Develop strong functional knowledge of supported business processes and applications.
• Lead prioritization across production support and enhancement activities.
• Lead triage and resolution of complex application incidents and production issues.
• Translate business needs into clear functional and technical direction for the offshore team.
• Guide solution design and implementation of minor enhancements and application improvements.
• Coordinate patches, application changes, and releases following established change and release-management processes.
• Oversee application health, PDC monitoring, recurring issues, and proactive improvements.
• Ensure incidents and service requests are appropriately prioritized and driven through closure.
• Maintain and continuously improve SOPs, runbooks, and application/support documentation.
• Identify recurring issues and drive root-cause resolution and continuous improvement.
• Provide clear service reporting covering application health, incidents, backlog, enhancements, risks, and releases.
• Provide technical direction and guidance to offshore SA and development resources.
• Coordinate with COE, integration, and other technical teams for complex or cross-application issues.

Functional & Business Skills

The candidate should be able to go beyond technical Pega development and develop a strong understanding of the business processes supported by the application.

Key expectations include:

• Understand end-to-end business workflows and their supporting application capabilities.
• Understand user roles, approvals, business rules, and process dependencies.
• Translate business problems into practical application solutions.
• Assess the business impact of incidents and prioritize accordingly.
• Understand the functional impact of proposed enhancements and changes.
• Work with business stakeholders to clarify requirements and recommend appropriate solutions.
• Balance business priorities with application stability and technical considerations.

Communication & Stakeholder Management

This is a critical requirement for the role.

The candidate must have:

• Excellent verbal and written communication skills.
• Strong business-facing and stakeholder-management skills.
• Confidence leading discussions with business users and IT stakeholders.
• Ability to independently drive meetings, issue resolution, and enhancement discussions.
• Ability to explain technical issues in simple business language.
• Strong listening, questioning, and requirements-understanding skills.
• Ability to translate business requirements into clear direction for offshore engineers.
• Strong ownership, follow-through, and accountability.
• Ability to communicate risks, dependencies, options, and recommendations clearly.
• Strong onsite/offshore coordination and team leadership skills.

Technical Qualifications

• Strong hands-on Pega experience with Senior System Architect-level capabilities.
• Pega Senior System Architect / CSSA certification strongly preferred.
• LSA certification is a plus, but not required.
• Experience designing and supporting enterprise Pega applications.
• Experience in Application Managed Services / production support environments.
• Strong understanding of Pega case management, workflows, security, integrations, and application configuration.
• Experience with Pega PDC and application monitoring.
• Strong production troubleshooting and problem-solving skills.
• Experience supporting patches, releases, and deployments.
• Understanding of incident, problem, change, and release-management processes.
• Experience providing technical guidance to Pega SA and development resources.
• Experience reviewing solution designs and ensuring Pega best practices.
• Pega Constellation experience preferred.
• Approximately 5–8+ years of relevant Pega experience preferred.

Key Success Profile

A strong Pega Senior System Architect who combines technical depth with functional understanding, business-facing communication, and service ownership.

The person should be capable of independently engaging stakeholders, leading the offshore team, maintaining application stability, and driving enhancements and continuous improvement.

The ideal candidate should have strong technical capabilities and sufficient experience to lead day-to-day AMS activities, while escalating major architectural decisions or complex design matters to an LSA or COE when appropriate.