Business Systems Solutions Architect

Overview

Join Intuit's Customer Success organization as a Staff Business Systems Solutions Architect within the highly talented Expert Network BSA team. This role offers end-to-end accountability for designing and implementing technology solutions to transform customer support operations. You will leverage techno-functional expertise to evaluate processes, identify friction points, and develop comprehensive solutions that seamlessly integrate product, platform, and operational capabilities. As a senior techno-functional leader, you will be responsible for defining an end-state process solution vision, identifying gaps in existing solutions, proposing prioritized initiatives, and evaluating proposed initiatives for alignment with the end-state vision.

You will use system design expertise and strategic insight to ensure customer service technologies (like CRM, contact center platforms, AI tools) are leveraged to improve processes and expert/operator/customer experience. We seek leaders with strong experience in AI and a track record of leveraging AI to improve efficiencies within business processes.

• Process Improvement:
  Analyze customer service workflows and pain points to identify inefficiencies or gaps in existing processes and solutions. Devise improvements by re-engineering processes or introducing new technologies, ensuring alignment with business objectives and improved customer experience.
• System Architecture & Design:
  Design end-to-end customer service solution architectures, integrating various systems (e.g., CRM software, contact center/telephony, ticketing systems, knowledge bases) to meet business needs. This involves evaluating system footprints and in-flight initiatives to identify gaps and proposing solution blueprints for E2E best-in-class process automation solutions incorporating Intuit’s Expert Platform (VEP) and Intelligent Process Automation (IPA) capabilities.
• Technology Integration:
  Partner with the software development teams and oversee the integration of multiple tools and systems to work seamlessly within the service environment, such as integrating CRM with AI-driven chatbots and analytics tools. Ensure data flows smoothly between systems and that new solutions are compatible with legacy platforms.
• Automation and AI Integration:
  Evaluate, propose, and implement emerging AI and automation capabilities in customer service processes to increase efficiency. This may involve deploying chatbots, evaluating intelligent IVR technologies, or Intelligent Process Automation (IPA) to provide last-mile capabilities as an ICS/VEP platform extension.
• Customer (+Expert and Operator) Experience Transformation:
  Drive projects that transform the overall experience in service channels, ensuring any technology change results in more seamless and positive experiences for customers. Align technical solutions with customer-centric outcomes like higher satisfaction (CSAT), Issue Resolution (IR), faster response times, and personalized service.
• Cross-Functional Coordination:
  Collaborate with a wide range of stakeholders – from experts and operations teams to software developers and product managers – to ensure all initiatives/solutions contribute to an E2E automated process vision.
• Stakeholder Communication:
  Act as a liaison between business units and technical teams, explaining complex technical concepts or architectural decisions in clear business terms to executives and customer service leadership. Educate stakeholders on problem origins and present solution options understandably to non-engineers.
• Project Oversight & Leadership:
  Provide technical leadership throughout the implementation of customer service solutions. Collaborate with development teams or vendors to ensure solutions are built according to design and fit well with the E2E process vision. Troubleshoot issues during deployment and make architectural adjustments as needed.
• Governance, Security & Compliance:
  Ensure all customer service technology solutions adhere to security policies, data privacy regulations, and industry compliance standards. Incorporate data protection, user privacy, and ethical AI considerations…