Pega System Architect

The Pega Customer Decision Hub (CDH) System Architect is responsible for managing the day-to-day Pega CDH application service operations to ensure that Pega services are delivered in accordance with agreed Marketing Service Level Agreements. Working closely with the Pega Lead System Architect and Decisioning Architects, the Pega System Architect monitors Pega CDH application service [erformance, identifies trends, analyses service metrics and implements initiatives to improve service quality and customer experience.

Responsibilities:

• Manage day-to-day Pega CDH application service operations to ensure services are delivered in accordance with agreed Service Level Agreements and Key Performance Indicators.
• Oversee Pega CDH service management processes, including Incident, Problem, Change, Request, Release and Knowledge Management.
• Monitor Pega CDH application service performance, identify trends, analyse service metrics, and implement initiatives to improve service quality and customer experience.
• Design and implement Decisioning frameworks.
• Collaborate with business stakeholders to translate business objectives into scalable and effective Pega decisioning solutions.
• Develop and maintain Application Architecture, Technical Design documentation and Solution standards.
• Ensure solutions comply with Pega Guardrails, Enterprise Architecture standards, Security Requirements and Industry best practices.
• Design and oversee integrations between Pega CDH and enterprise systems, including APIs, CRM Platforms, data warehouses, cloud services, and other business applications.
• Analyse and resolve complex technical issues relating to Application Performance, Scalability, integrations, and Production Support.
• Participate in solution estimation, technical planning, risk management, and release management activities.
• Contribute to the continuous improvement of development standards, reusable components, and delivery methodologies.
• Stay current with Pega product enhancements and emerging technologies, recommending improvements that enhance business capability and customer outcomes.
• You may also carry out any other duties reasonably requested by Bupa from time to time. (Not to be removed).

Requirements:

• Tertiary qualification in Information Technology, Computer Science, Software Engineering or a related discipline.
• 2+ years' experience designing and delivering enterprise solutions using the Pega Platform.
• Demonstrated experience implementing Pega Customer Decision Hub (CDH), including Next-Best-Action strategies and customer engagement capabilities.
• Current or recent Pega Lead System Architect (LSA) certification and demonstrated expertise.
• Strong experience with Pega application architecture, business rules, integrations and decisioning frameworks.
• Experience integrating Pega with enterprise applications using REST/SOAP APIs, messaging services, and other integration technologies.
• Understanding of Customer Data Management, Decision Strategies, Predictive Analytics and AI-driven customer engagement.
• Experience working with Agile delivery methodologies and DevOps practices.
• Demonstrated ability to provide technical leadership, mentor development teams and establish development standards.
• Strong analytical, problem-solving, communication and stakeholder engagement skills.
• Experience working within Governance, Security, Privacy and Enterprise Architecture Frameworks.

Desirable:

• Pega Customer Decision Hub Consultant or Decisioning Consultant certification.
• Experience with cloud platforms such as Microsoft Azure.
• Experience integrating Pega with CRM platforms, customer data platforms (CDPs) and enterprise data services.
• Experience working within Health Care, Financial Services, Insurance, Telecommunications or other large, complex organisations.

Key relationships:

• Service Delivery Manager
• Pega Lead System Architect
• Pega Decisioning Architects
• Solution Architects
• Product Owners
• Business Analysts
• System Architects and Development Teams
• Data and Analytics teams
• Customer Experience and Digital teams
• Infrastructure, Cloud and Integration teams
• Cyber Security and Risk teams
• Quality Assurance and Testing teams
• Change and Release Management teams

Risk management and compliance obligations (Not to be removed):

• Responsible for understanding the risks, accountabilities, rules and processes associated with my role.
• Report issues, incidents and complaints promptly.
• Understand the laws, regulations, policies and procedures that apply and ensure controls enabling compliance are built into documented processes and procedures.
• Work in accordance with Bupa Health and Safety Policy, always applying safe working practices and procedures and complying with all instructions given about ensuring health and safety at work. Apply information security skills and/or experience to effectively and securely perform the required obligations of the organisation.

Skills

CDH, Customer Decision Hub, LSA, Pega, architect, decisioning, system architect