Mastercard Global Customer Care (GCC) is the B 2 B and B 2 C customer support apparatus. We are an innovative and ambitious solutionsteam focusing on delivering memorable customer experiences through self-service & automated solutions across multiple channels. Wefollow the best software development and Agile practices to deliver successfully, again and again, for our internal and external customers. Together, you and your partners in Global Customer Care serve as the customer lifeline to the Mas... more details
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Principal Solution Architect – GCC CX Technology
Principal Solution Architect – GCC CX Technology
Overview
Mastercard Global Customer Care (GCC) is the B2B and B2C customer support apparatus. We are an innovative and ambitious solutions
team focusing on delivering memorable customer experiences through self-service & automated solutions across multiple channels. We
follow the best software development and Agile practices to deliver successfully, again and again, for our internal and external customers.
Together, you and your partners in Global Customer Care serve as the customer lifeline to the Mastercard organization.
In this role, you will lead the architectural strategy, design and development of scalable and reliable contact center technologies that meet
business requirements and align with industry best practices. You will provide architectural guidance and mentorship to development teams
and serve as a subject matter expert and technical leader throughout the software development lifecycle.
Role
All staff at Mastercard are expected to demonstrate 'Mastercard Way' cultural values every day - own it, simplify it, sense of urgency,
thoughtful risk-taking, unlock potential, and be inclusive – with a relentless focus on our customers. As a Principal Solution Architect at
Mastercard, you are expected to perform the following general duties:
Work on complex initiatives spanning multiple services/programs and drive resolution
Work with business/product owners to architect and deliver on new services to introduce new products and bundles
Drive the architectural design, including dependent services, service interactions, and policies
Simplify and improve the cost/benefit of a function/service/architecture strategy
Lead by example with hands-on approaches to demonstrate engineering excellence
Mentor and guide software engineers and leads in the team to improve engineering productivity, quality, and technology policy compliance
Within the GCC CX Technology Program, you are responsible for:
Developing GCC CX Technology product level architectural vision and strategy, establishing solution context and working with scrum teams
to design and implement
Driving the GCC CX Technology architectural design, including dependent services and service interactions
Maintaining the end-to-end interaction flows for each customer channel and performing periodic architecture reviews with Security
Engineering and other teams to comply with security and engineering principles
Simplifying existing GCC CX Tech processes and technologies
About You
Technical Qualifications
Has skills to succinctly articulate architecture patterns of complex systems, with business and technical implications, to executive and
customer stakeholders
Understands Platform-as-a-Service to build applications that run on standardized application platforms and deploy specifications, e.g., Web
and application servers, API Gateways, Database Services, and Load balancers
Has experience in leading and/or coaching teams to perform software planning and estimation for large scale complex programs
Has skills to drive trade-off discussions to set the right development capacity based on value drivers (e.g., regulatory, security, new business,
market parity, technical debt)
Has skills to simplify deployment and eliminate software and infrastructure snowflakes using standardized platforms, ephemeral instances,
and automation
Requirements
Proven experience in Contact Center Technologies (Telecom, Voice Self Service (IVR + Conversational AI), Case Management, Workforce
Management, RPA) is required
Experience with Verint, Genesys, and Avaya suites of applications
Strong Experience in SAFe Application development lifecycle and management with a proven track record of executing software
development projects in a multi-location setup
Demonstrated experience building organizational relationships, partnering, and influencing teams
Ability to synthesize feedback from multiple areas (usability testing, customer feedback, metrics, etc.) to drive continual improvement.
In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.
Pay Ranges
O'Fallon, Missouri: $165,000 - $264,000 USD
Arlington, Virginia: $190,000 - $304,000 USD
New York City, New York: $198,000 - $317,000 USD
