Pega Sr Architect

TekCommands Inc; Austin (TX); On-site; USD 140,000 - 210,000; Full time

Job summary

TekCommands Inc. seeks a senior Pega Architect to design and implement enterprise-class Pega Customer Service solutions in a high-volume environment. You will define integrations with CTI/CRM, implement Next-Best-Action strategies, and ensure security, governance, and scalable architecture across channels.

The role emphasizes leadership, collaboration with CX designers and BAs, and delivering resilient, compliant, and performant case processing at scale.

Qualifications

• 10+ years IT experience with 5+ years as a Pega Architect and experience implementing Pega Customer Service.
• Pega CSSA certification required; LSA or CSB consultant preferred.
• Strong hands-on with Pega CS case types, integration, and UI patterns.
• Experience integrating Pega with contact centers, CRM, and back-office systems.
• Knowledge of security, data privacy, and regulatory compliance for customer data.

Responsibilities

• Architect end-to-end Pega Customer Service solutions across case types and knowledge management.
• Design omni-channel service flows across voice, chat, email, and self-service with seamless handoffs.
• Define integrations between Pega and CTI/CRM systems and order/warranty platforms.
• Lead technical design for identity verification, entitlement checks, and routing logic.
• Ensure alignment with Pega Guardrails, security/compliance, and CI/CD practices.

Skills

Pega Architect

CSSA

Lead System Architect

Pega Customer Service

CI/CD Tools

Jenkins

GitLab

Security & Compliance

Communication Skills

Education

Bachelor's degree in CS/IS/Engineering

Tools

Deployment Manager

Jenkins

GitLab

Job description

Experience supporting large-scale, high-volume consumer support operations (contact center, e-commerce, hardware/electronics support).

Key Responsibilities:

• Architect end-to-end Pega Customer Service solutions covering case types, customer service flows, Interaction Portal, and Knowledge Management integration.
• Design omni-channel service architecture spanning voice, chat, email, and self-service, ensuring seamless handoffs and consistent customer context across channels.
• Define integration architecture between Pega and contact center/CRM systems (e.g., CTI/telephony platforms, CRM, order management, warranty/repair systems, knowledge bases).
• Lead technical design for customer identity verification, entitlement checks (AppleCare/warranty status), and case routing/prioritization logic.
• Ensure solutions align with Pega Guardrails, application layering standards, and enterprise security/compliance requirements (data privacy, PCI, regional regulations).
• Partner with business stakeholders, BAs, and CX designers to translate customer journey requirements into scalable Pega case designs.
• Own performance, scalability, and resiliency architecture for high-volume, customer-facing case processing (peak load planning, SLAs, failover).
• Drive decisioning strategy (Next-Best-Action, proactive case creation) using Pega's Decisioning/DSM capabilities to improve customer service outcomes.
• Guide developers and system architects on best practices for case design, reusability, and UI (Constellation/App Studio) for customer service experiences.
• Establish CI/CD, branching/merging, and automated testing practices specific to Pega Customer Service deployments.
• Troubleshoot and resolve complex production issues affecting live customer interactions, using PDC, SMA, and Log Analyzer.
• Support platform upgrades and roadmap planning (Pega Infinity releases, Customer Service module updates).
• Mentor architects and developers on customer service domain patterns and platform capabilities.

Experience:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field (or equivalent practical experience).
• 10+ years of overall IT experience, with 5+ years as a Pega Architect, including direct experience implementing Pega Customer Service.
• Pega Certified Senior System Architect (CSSA) required; Lead System Architect (LSA) and/or Pega Certified Customer Service Business Consultant strongly preferred.
• Strong hands-on expertise with Pega Customer Service case types, Interaction Portal, Knowledge Management, and Customer Profile integration.
• Experience integrating Pega with contact center/telephony (CTI), CRM, and back-office systems (order management, warranty, repair/service systems).
• Solid understanding of omni-channel customer service architecture (voice, chat, email, self-service/chatbot).
• Experience with Pega Decisioning (Next-Best-Action, Prediction Studio) applied to customer service use cases.
• Working knowledge of security, data privacy, and compliance requirements relevant to customer data handling.
• Experience with CI/CD tools (Deployment Manager, Jenkins, GitLab) in a Pega delivery lifecycle.
• Strong communication skills, able to work across technical, operations, and customer experience teams.