Principal Solution Architect – GCC CX Technology

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Principal Solution Architect – GCC CX Technology

Overview
Mastercard Global Customer Care (GCC) is the B2B and B2C customer support apparatus. We are an innovative and ambitious solutions team focusing on delivering memorable customer experiences through self-service & automated solutions across multiple channels. We follow the best software development and Agile practices to deliver successfully, again and again, for our internal and external customers.

Together, you and your partners in Global Customer Care serve as the customer lifeline to the Mastercard organization. In this role, you will lead the architectural strategy, design and development of scalable and reliable contact center technologies that meet business requirements and align with industry best practices. You will provide architectural guidance and mentorship to development teams and serve as a subject matter expert and technical leader throughout the software development lifecycle.

Role
All staff at Mastercard are expected to demonstrate 'Mastercard Way' cultural values every day - own it, simplify it, sense of urgency, thoughtful risk-taking, unlock potential, and be inclusive – with a relentless focus on our customers.

As a Principal Solution Architect at Mastercard, you are expected to perform the following general duties:
• Work on complex initiatives spanning multiple services/programs and drive resolution
• Work with business/product owners to architect and deliver on new services to introduce new products and bundles
• Drive the architectural design, including dependent services, service interactions, and policies
• Simplify and improve the cost/benefit of a function/service/architecture strategy
• Lead by example with hands-on approaches to demonstrate engineering excellence
• Mentor and guide software engineers and leads in the team to improve engineering productivity, quality, and technology policy compliance

Within the GCC CX Technology Program, you are responsible for:
• Developing GCC CX Technology product level architectural vision and strategy, establishing solution context and working with scrum teams to design and implement
• Driving the GCC CX Technology architectural design, including dependent services and service interactions
• Maintaining the end-to-end interaction flows for each customer channel and performing periodic architecture reviews with Security Engineering and other teams to comply with security and engineering principles
• Simplifying existing GCC CX Tech processes and technologies

All About You
Technical Qualifications
• Has skills to succinctly articulate architecture patterns of complex systems, with business and technical implications, to executive and customer stakeholders
• Understands Platform-as-a-Service to build applications that run on standardized application platforms and deploy specifications, e.g., Web
and application servers, API Gateways, Database Services, and Load balancers
• Has experience in leading and/or coaching teams to perform software planning and estimation for large scale complex programs
• Has skills to drive trade-off discussions to set the right development capacity based on value drivers (e.g., regulatory, security, new business, market parity, technical debt)
• Has skills to simplify deployment and eliminate software and infrastructure snowflakes using standardized platforms, ephemeral instances, and automation

Requirements
• Proven experience in Contact Center Technologies (Telecom, Voice Self Service (IVR + Conversational AI), Case Management, Workforce Management, RPA) is required
• Experience with Verint, Genesys, and Avaya suites of applications
• Strong Experience in SAFe Application development lifecycle and management with a proven track record of executing software development projects in a multi-location setup
• Demonstrated experience building organizational relationships, partnering, and influencing teams
• Ability to synthesize feedback from multiple areas (usability testing, customer feedback, metrics, etc.) to drive continual improvement.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.

Pay Ranges

O'Fallon, Missouri: $165,000 - $264,000 USD