Solution Architect Customer Applications (Utilities)
Employment Type: Full-Time
Start Date: ASAP
Compensation: Competitive base salary (commensurate with experience)
Location: On-site New Orleans, LA
Relocation: Client-sponsored relocation assistance available
Overview
Our client is a large and growing utilities organization modernizing its customer-facing platforms after multiple acquisitions. This role owns the architecture for customer systems that support billing, payments, contact center operations, and digital engagement for over 600,000 customers.
This is a highly visible architecture role focused on delivering reliable, secure, and modern customer experiences across voice and digital channels.
Position Summary
The Solution Architect Customer Applications leads the design and evolution of the utility's customer technology stack, including Oracle Utilities CCS, Genesys Cloud CX, customer portals, payment platforms, and analytics. This role defines how customer data, interactions, and digital experiences are integrated across the enterprise.
Key Responsibilities
- Own end-to-end architecture for Oracle CCS, Genesys Cloud CX, portals, payments, and outbound communications
- Define customer data models and integration standards across all customer systems
- Design omnichannel journeys across voice, chat, SMS, email, and self-service
- Architect data flows into Microsoft Fabric, Azure Synapse, ADLS, and Power BI
- Ensure PCI-DSS, NIST, and customer data protections are embedded in all designs
- Partner with Customer Service and Marketing to improve AHT, FCR, CSAT, and digital adoption
- Evaluate and lead POCs for AI, chatbots, and proactive customer communications
- Govern system integrators and enforce architecture standards
Required Qualifications
- 8+ years in customer-facing utility systems
- 3+ years architecting Oracle Utilities CCS (or comparable CIS/CRM) and Genesys (or similar contact center)
- Strong experience with CIS, IVR, CTI, and real-time customer data
- Deep knowledge of PCI-DSS, privacy, and utility customer data regulations
- Expertise in API, event-driven, and ETL integrations across Azure and OCI
- Executive-level communication and stakeholder management skills
Preferred Certifications
- Oracle Utilities CCS
- Genesys Cloud CX Architect
- Microsoft Azure Architect
- TOGAF or CCXP
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