This role will define the overall Customer Experience (CX) architecture of a program, system, or application, serving as the technical liaison between IT and our business partners. This role will also be accountable for defining the requirements, principles, roadmaps, and models that guide decisions and solution patterns for the CX architecture across Digital and Marketing technologies. This role will be responsible for proactively identifying opportunities, conducting technical and solution assessments, cost/benefit evaluations, and help broker other IT services.
Designs, communicate and document the patterns, standards and technologies for the CX Architecture.
Coordinates and oversees architecture implementation and modification of the systems integration’s disciplines.
Develops and maintains CX architecture, perform activities, including conceptual and logical modeling and analysis of complex systems environments, technical infrastructure, and other components of the client technical environment.
Lead analysis of the current IT environment and future-state capabilities to detect critical deficiencies and recommend solutions for business improvement.
Partners with business peers to develop and present business capability models and roadmaps to facilitate discussion and decision making with stakeholders across the enterprise.
Lead analysis of the IT environment to detect critical deficiencies and recommend solutions for improvement.
Lead the development of an implementation plan for integration architecture based on business requirements and IT strategies.
Design and construct future- and current-state business models to practically apply new and emerging technologies to drive them.
Researches and recommends new technologies to achieve improved architectural performance while effectively managing the associated costs of IT operations across the enterprise.
Keeps abreast of technology, customer needs, and industry-related trends.
Actively engages in the identification and maintenance of technology standards; this extends to ensuring technical guidance is in alignment with those standards and any exceptions are reviewed.
Escalates technical issues to senior leadership as needed along with insight on recommended resolutions.
Guides to the technical team and promotes continuous improvement to help the technical team increase productivity and foster innovation.
Encourages open lines of communication between all team members; facilitates discussions and resolves conflicts accordingly.
Completes other duties, including special projects, as assigned by Management.
Bachelor’s Degree in applicable field of study
Certified as appropriate, in the discipline of practice (Data, Infrastructure, Security, Solutions or Application). Examples include:
Microsoft Certified Architect or Open Group IT Architect Certification
Architecture Certification (TOGAF, CITA, EACOE, Certified SOA Architect, etc.)
Previous experience as a collaborative technical leader preferred
Previous experience with developing solution architecture and conceptual and logical system design for large–scale programs and projects preferred
Familiarity with CX Technologies to include: Web and Mobile applications, eCommerce, Application Programming Interface (API), Content Management Systems (CMS), Customer Relationship Management (CRM), Digital Asset Management (DAM), Marketing Campaign Management and Analytics.
Knowledge of business models, operating models, financial models, cost-benefit analysis, budgeting and risk management
Familiarity with information management practices, system development life cycle management, IT services management, infrastructure and operations, and EA and ITIL frameworks
Knowledge of business ecosystems, SaaS, infrastructure as a service (IaaS), platform as a service (PaaS), SOA, APIs, open data, microservices, event-driven IT and predictive analytics
Ability to translate business needs into architecture requirements
Ability to estimate the financial impact of architecture alternatives
Ability to rapidly comprehend the functions and capabilities of new technologies
Strong/effective problem solving and decision-making skills
Ability to anticipate customer needs and proactively develop solutions to meet them
Demonstrated expertise with Word, Excel, and other MS Office suite applications
Applicable knowledge of the technologies used by the assigned team
Strong collaboration skills and ability to work on cross-functional teams
Excellent communication skills and the ability to research and resolve issues
Ability to document the architectural conclusion using technical specification notations, including Unified Modeling Language (UML)
Ability to improve team maturity levels in understanding process and improving productivity
Ability to build a trusting and safe environment
Excellent time management skills; ability to multi-task and track multiple projects concurrently
Excellent mentoring skills
Ability to work both independent of immediate supervision and in a team environment
Capable of working in a fast-paced environment
Good understanding of intra-department functions and operations
Ability to perform repeated bending, standing and reaching
Ability to occasionally lift up to 40 pounds
This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job.
This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.