Enterprise Architect CCM

Enterprise Architect - Communication Services

Role Overview:

We are seeking an experienced Enterprise Architect - Communication Services to lead the modernization and transformation of customer communication platforms. The ideal candidate will have deep expertise in Customer Communication Management (CCM) platforms like Quadient, OpenText Exstream, etc., with hands-on experience in migrating from legacy systems to cloud-based SaaS solutions. Additionally, experience with Generative AI (GenAI) for intelligent content generation, automation, and personalization is highly desirable.

Key Responsibilities:

Enterprise Architecture & Digital Transformation

• Define and drive enterprise communication modernization strategies aligned with business objectives.

• Lead the migration of legacy CCM platforms (on-premise/monolithic) to modern cloud-based SaaS solutions.

• Establish architectural blueprints, reference models, and best practices for cloud-native customer communication platforms.

• Evaluate and integrate emerging GenAI-driven automation and personalization technologies into CCM solutions.

Solution Design & Cloud Modernization

• Design and implement multi-channel communication solutions leveraging Quadient Inspire, OpenText Exstream, and similar platforms.

• Architect and oversee the transformation of CCM platforms to microservices-based, API-driven, and cloud-native solutions.

• Ensure seamless integration with CRM, ERP, DXP, content management, and customer engagement platforms.

• Develop a roadmap for GenAI-enabled content creation, summarization, and intelligent recommendations.

Performance, Security & Compliance

• Ensure high availability, security, and compliance with industry regulations (GDPR).

• Optimize CCM solutions for scalability, resilience, and real-time monitoring.

• Implement AI-powered anomaly detection, content moderation, and automated compliance checks.

Stakeholder Collaboration & Leadership

• Act as a trusted advisor to senior leadership, business teams, and IT stakeholders.

• Provide technical leadership to development teams, ensuring alignment with enterprise architecture standards.

• Partner with vendors and cloud providers to drive cost-effective and scalable CCM solutions.

• Conduct workshops and training sessions to upskill teams on GenAI adoption in customer communication.

Required Skills & Experience:

• 14+ years of experience in enterprise architecture with a focus on communication services & digital transformation.

• Proven experience in platform migration from legacy CCM systems to modern cloud-based SaaS solutions.

• Strong expertise in Quadient Inspire, OpenText Exstream, or other CCM platforms.

• Deep understanding of cloud-native architectures (AWS, Azure, GCP), microservices, API integrations, and DevOps.

• Hands-on experience with Generative AI (ChatGPT, Azure OpenAI, Google Gemini, etc.) for content generation and automation.

• Strong understanding of document composition, workflow automation, and hyper-personalization.

• Knowledge of security, compliance, and data privacy regulations related to customer communications.

• Experience with CI/CD pipelines, containerization (Docker/Kubernetes), and cloud infrastructure automation.

• Excellent stakeholder management, communication, and leadership skills.

Preferred Qualifications:

• Certifications in Quadient Inspire, OpenText Exstream, TOGAF, or cloud platforms (AWS/Azure).

• Experience with AI-driven customer engagement, NLP, and intelligent document processing.

• Knowledge of digital experience platforms (DXP) and customer data platforms (CDP).

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