Senior Data Intelligence Solutions Architect

The Role

We are seeking an innovative and technically skilled Sr. Data Intelligence Solutions Architect to join the Employee & Experience Enablement (E3) organization. This role will design and enable scalable data, analytics, automation, and AI-driven operational solutions.

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.
• Champion innovation, operational excellence, and continuous improvement.

Requirements

• 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.