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 are looking for leaders with strong experience in AI and a track record of leveraging AI for improving efficiencies within business processes.
Responsibilities
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 into design, and establish governance frameworks for data usage across integrated systems.
Continuous Innovation: Stay up-to-date with emerging technologies and trends (e.g., process mapping technologies, new AI capabilities, customer engagement tools) and continuously evaluate their potential benefit for customer service operations. Pilot new tools or develop proofs-of-concept to assess value and drive adoption of innovations.
Qualifications
Technical Architecture & Systems Integration: Ability to understand and analyze complex systems and diverse technologies. Thorough understanding of architecture principles, APIs, and data integration.
Customer Service Technology Knowledge: Familiarity with common tools and platforms in customer service operations, including contact center technologies (Amazon Connect, IVR systems, CRM systems, ticketing and helpdesk software, omnichannel communication platforms and VEP). Experience with configuring and optimizing these systems is highly valuable.
AI and Automation Proficiency: Strong understanding of AI/ML technologies and automation frameworks relevant to customer service, including chatbot frameworks, natural language processing (NLP), machine learning models for predictive analytics, and IPA tools.
Data Analytics and Monitoring: Ability to work with data analytics tools and interpret service performance data. Proficiency in using dashboards or BI tools (e.g., Power BI, Tableau) to monitor customer service KPIs and identify improvement opportunities.
Problem-Solving and Troubleshooting: Excellent problem-solving skills to diagnose complex issues in customer service processes and technology footprints and quickly identify solutions.
Business Acumen and Domain Knowledge: A strong business sense with specific insight into customer service processes and metrics. Understanding customer service workflows (e.g., incident escalation paths, service level agreements, customer journey maps) and key metrics like CSAT, NPS, or average resolution time.
Effective Communication: Excellent communication and interpersonal skills to convey technical ideas and architectural designs in clear, non-technical language for executives or customer service managers, and to communicate requirements and constraints to developers and IT teams.
Cross-Functional Collaboration: Ability to collaborate and build consensus across diverse teams, including ICS leaders, PM/PD, data scientists, and vendors. Adeptness at change management.
Leadership and Project Management: Leadership skills to guide technical teams and drive projects to completion, leading by influence, providing direction to experts, operators, and product managers. Capable of managing project timelines and deliverables.
Customer-Centric Mindset: A focus on the end-customer's perspective, with empathy for customer frustrations and a design approach that makes support more intuitive and effective.
Adaptability and Continuous Learning: Curiosity and willingness to stay updated with emerging technologies and trends (AI, new CX platforms, process/tech best practices), and adaptability to handle shifting requirements or new challenges.
Experience & Education: Over ten years of professional experience. Hold an undergraduate degree in computer science, information systems, or engineering. An MS, MBA or advanced degree is preferred.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits (https://www.intuit.com/careers/benefits/full-time-employees/) ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:
Bay Area California: $206,500 - $279,500
Southern California: $180,000 - $243,500
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
