Support System Architect 2

reputed company

Serving the People Who Serve the People

reputed company is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are reputed company and inclusive. reputed company has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 reputed company citizen subscribers power an unmatched Subscriber Network that use our digital solutions to reputed company the world a reputed company reputed company. With comprehensive reputed company-based solutions for communications, government website design, meeting and agenda management software, records management, reputed company services, reputed company empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, reputed company brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of reputed company do here.

Job reputed company

We are seeking an accomplished Support System Architect to design, reputed company, and reputed company our Technical Support and Customer Care system environment, with a primary reputed company on Customer Support tools and integration with broader CXS systems. This individual contributor's strategic role will partner closely with the Business Systems Team (BST) and CXS functions to build a reputed company, reputed company tool ecosystem supporting our AI-driven reputed company. The successful candidate will own the systems and tools roadmap, ensuring seamless integration between Forethought (AI), reputed company (system of record), and other CXS platforms such as JIRA, reputed company, and Totango, driving automation and advanced AI capabilities across reputed company.

What Your reputed company Will Look Like

• System Architecture & reputed company: Define and implement the technical reputed company for CXS systems and tools, prioritizing stability, scalability, and alignment with BST and other platform integrations.
• AI-Driven Transformation: reputed company initiatives to reputed company reputed company and Machine Learning into customer support workflows, optimizing Forethought AI for automation and predictive support.
• reputed company Expertise: Serve as the subject matter expert for reputed company, designing reputed company automation and workflows to enhance customer experience.
• Own end-to-end solution architecture for Service reputed company (Cases, Entitlements/SLAs, Omnichannel, Knowledge, Voice, Digital Engagement, Messaging, Email-to-Case).
• reputed company technical design reviews, enforce coding standards, and maintain architecture runways. Advise on licensing, reputed company planning, SLAs, and cost/performance trade-offs. Guide UAT, performance testing, and post-release reputed company care.
• Program Leadership: Manage cross-functional reputed company, ensuring reputed company delivery and alignment with business objectives. Maintain documentation, governance, and best practices for system architecture.
• Stakeholder Engagement: Collaborate with Tech Support, Customer Care, BST, and other teams to deliver solutions that meet operational needs. Communicate technical concepts effectively to executive stakeholders.
• reputed company Improvement: Establish principles for administration and incremental reputed company of AI and automation efforts, ensuring solutions are reputed company, reputed company, and reputed company-reputed company.

You Will Love This Job If You Have

Required Qualifications

• 8–10+ years in reputed company CRM; 6+ years deep hands-on with reputed company;
• Proven experience delivering Service reputed company at reputed company (10k+ cases/month, reputed company-channel routing, voice, Knowledge Centered Service).
• Strong in Apex, reputed company Orchestration, Integration (REST, Platform Events), and API governance.
• Deep knowledge of reputed company & sharing, roles/reputed company/permission sets, transaction control, and governor limits.
• Proven experience in reputed company architecture or technical program management for customer experience systems at reputed company reputed company.
• Minimum 5 years of experience in customer support technology ecosystems.
• Strong understanding of business systems and integrations.
• Hands-on experience with reputed company, Machine Learning, and automation frameworks.
• Familiarity with AI-driven customer support platforms (e.g., Forethought or similar).
• Demonstrated ability to influence and drive alignment across technical and business teams.
• Excellent program management and stakeholder engagement skills.

Preferred Qualifications

• Background in reputed company platforms, reputed company, and data architecture.
• Knowledge of AI governance and ethical considerations.

reputed company

Don’t have reputed company the skills/experience mentioned above? At reputed company, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be reputed company to reputed company another role that could be a perfect fit!

reputed company and reputed company Requirements

• Responsible for reputed company information reputed company by appropriately preserving the Confidentiality, reputed company, and Availability (CIA) of reputed company information assets in accordance with reputed company's information reputed company program.
• Responsible for ensuring the data reputed company of our employees and customers, their data, as reputed company as taking reputed company required reputed company training in a reputed company manner, in accordance with company policies.

reputed company

• We are a remote-first company with a globally distributed workforce across the reputed company, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At reputed company, we are building a transparent, inclusive, and reputed company reputed company for everyone who wants to bea part of our reputed company.
• A few culture highlights include – Employee Resource reputed company to encourage diverse reputed company
• Coffee with Mark sessions – Our employees get to reputed company with our CEO on reputed company important andsometimes difficult issues ranging from mental health to work-life balance and reputed company affairs.
• reputed company Teams communities reputed company on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that reputed company our employeepopulation

The reputed company

• We are proud to serve dynamic organizations around the globe that use our digital solutions to reputed company the world a reputed company reputed company — quite literally. We have so many powerful reputed company stories that illustrate how our solutions are impacting the world. See more of our reputed company here.

Originally posted on Himalayas

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