Job Summary

Lead Digital Experience Architect – Customer Engagement Platform

Position Overview

We are seeking a Lead Digital Experience Architect to define the technical vision, architecture strategy, and long-term roadmap for our next-generation customer engagement ecosystem. This individual will serve as the technical leader responsible for designing scalable, customer-facing digital platforms that enhance how customers interact across web, self-service, booking, and digital engagement channels.

This is a strategic architecture leadership role requiring a strong software engineering foundation combined with experience driving enterprise architecture decisions. The ideal candidate will partner closely with Product, Marketing, Engineering, and business stakeholders to modernize digital experiences while establishing scalable architecture standards across cloud platforms, APIs, customer engagement technologies, and enterprise integrations.

Key Responsibilities

• Own the architecture strategy and technical roadmap for customer-facing digital platforms and engagement capabilities.
• Partner with Product, Marketing, Engineering, and business stakeholders to design seamless digital customer experiences across web applications, self-service portals, booking platforms, and engagement channels.
• Define future-state application architecture, technology standards, integration patterns, and engineering best practices.
• Lead architectural decisions for public-facing web applications, customer portals, and enterprise digital experiences.
• Guide engineering teams and external delivery partners through the successful implementation of complex technical initiatives.
• Evaluate, recommend, and implement modern technologies, frameworks, and platforms that support long-term scalability, security, and performance.
• Design and oversee integrations between customer-facing applications, backend systems, APIs, marketing platforms, CMS solutions, and third-party technologies.
• Establish architectural standards for cloud-native development, API design, microservices, security, reliability, and operational excellence.
• Collaborate with teams leveraging customer data, analytics, AI, automation, and personalization capabilities to improve digital engagement.
• Mentor engineering teams and provide technical leadership across multiple concurrent initiatives.

Required Qualifications

• 10+ years of software engineering experience with at least 4 years in an Architecture, Principal Engineer, or Technical Leadership role.
• Proven experience architecting enterprise-scale customer-facing applications, digital platforms, or public-facing web solutions.
• Strong expertise in modern application architecture, distributed systems, API design, and enterprise integrations.
• Hands-on experience designing and developing solutions using React and .NET Core / C#.
• Experience designing cloud-native applications within Microsoft Azure environments.
• Strong understanding of REST APIs, microservices architecture, and scalable cloud-based application design.
• Demonstrated ability to define technical strategy, establish architectural roadmaps, and lead implementation through internal engineering teams and external partners.
• Strong communication and leadership skills with the ability to influence engineering, product, marketing, and executive stakeholders.
• Ability to balance technical innovation with scalability, reliability, security, maintainability, and business objectives.

Preferred Qualifications

• Experience designing customer engagement platforms, contact center technologies, or omnichannel customer experience solutions.
• Experience with platforms such as Genesys, Five9, Amazon Connect, Twilio, Salesforce, or similar customer engagement ecosystems.
• Experience integrating CMS platforms and marketing technology solutions into enterprise digital ecosystems.
• Background designing booking, scheduling, self-service, or transactional customer-facing applications.
• Experience implementing AI-enabled customer experiences, conversational interfaces, personalization, or intelligent automation solutions.
• Familiarity with customer data platforms, analytics, event streaming, or AI-driven applications.
• Experience working with software vendors, consulting partners, and distributed engineering teams.

Key Technologies

• React
• .NET Core / C#
• Microsoft Azure
• REST APIs
• Microservices Architecture
• Cloud-Native Applications
• NoSQL Databases
• CMS Platforms & Integrations
• Customer Engagement Platforms (Genesys, Five9, Twilio, Amazon Connect, Salesforce)
• AI-Enabled Customer Experiences

Ideal Candidate

The successful candidate will be:

• A strategic technology leader with a strong software engineering foundation and deep architecture expertise.
• Comfortable owning enterprise architecture decisions while remaining hands-on enough to guide engineering teams through implementation.
• Experienced designing highly scalable customer-facing digital platforms and modern cloud-native applications.
• A collaborative partner who can effectively bridge Product, Marketing, Engineering, and business stakeholders.
• A strong mentor who enjoys developing engineering talent and establishing technical standards across multiple teams.
• A forward-thinking architect who embraces modern technologies, AI, automation, and customer engagement innovations while maintaining a focus on scalability, security, and operational excellence.
• Comfortable leading complex digital transformation initiatives in fast-paced enterprise environments supporting high-volume customer interactions.