SUMMARYWe are seeking an innovative and technically skilled Sr. Data Intelligence Solutions Architect to join the Employee & Experience Enablement (E3) organization. This role will be responsible for designing and enabling scalable data, analytics, automation, and AI-driven operational solutions that improve visibility, decision-making, and operational efficiency across the Customer Experience ecosystem.
The ideal candidate brings deep expertise in data architecture, AI-enabled operational solutions, analytics platforms, workflow automation, and enterprise system integration. This individual will serve as a strategic technical leader responsible for transforming operational data into actionable intelligence that supports Support, Product, Engineering, Delivery, Workforce Management, and Customer Health initiatives.
As part of the E3 operating model, this role will help establish a connected operational ecosystem that reduces fragmentation, enables proactive decision-making, improves customer outcomes, and drives operational scalability across Q2.
This role will partner closely with Operations Support, Insights & Analytics, Incident Management, Engineering, Product, Workforce Management, and executive leadership teams to build scalable solutions that create operational predictability, visibility, and continuous improvement.
A Typical Day:- 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.
- Champion innovation, operational excellence, and continuous improvement.
Bring Your Passion, Do What You Love. Here's What We're Looking For:- Bachelor's degree and 12+ years of related experience, 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.
This position requires 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.
Health & Wellness- Hybrid Work Opportunities
- Flexible Time Off
- Career Development & Mentoring Programs
- Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
- Community Volunteering & Company Philanthropy Programs
- Employee Peer Recognition Programs - "You Earned it"
Click here to find out more about the benefits we offer.
