About the Role
Location – UK
Remote for UK
Experience: 10–14 years overall; 3+ years as LSA; 2+ Pega CS end-to-end implementations
Role Summary: Design Authority. Owns architecture, quality, performance, security, and DevOps; leads CoE standards and AI enablement.
Key Responsibilities
Own solution blueprint: case taxonomy, microjourneys, interaction flows, CSR Desktop, Knowledge, and Digital Messaging.
Define non-functional requirements (scale, resiliency) and node strategy: Queue Processors vs. Job Schedulers, background processing, caching.
Integration architecture: REST/JSON, SOAP (if needed), OAuth2/SAML, eventing (Kafka/JMS), idempotency, pagination, circuit breaker and retry patterns.
Data design: enterprise data model, data pages (scope, refresh), reference data strategy, data obfuscation and masking for PII.
UX strategy: Constellation (preferred) / Cosmos; accessibility (WCAG), localization/i18n, responsive behavior.
DevOps: Deployment Manager pipelines, product packaging/versioning, branching/merge policy, automated quality gates, rollback patterns.
Observability and performance: PDC operating rhythm, PAL/Alerts analysis, log correlation; performance test strategy and tuning.
Security & compliance: GDPR-aligned retention/erasure, RBAC/ABAC, secrets management, auditability, encryption at rest and in transit.
CoE leadership: guardrails & code review checklists, reusable components, reference architectures, developer onboarding and enablement.
AI initiatives: seed NLP/Email Bot, Digital Messaging intent/sentiment, GenAI-assisted CSR (summarization, knowledge retrieval), and governance (prompt/data policies).
Must-Have Skills
Pega CS depth: Interaction Portal, Service Cases, Knowledge, Email Bot, Digital Messaging (e.g., chat/WhatsApp) with production go-lives.
Constellation experience: view templates, regions, editable tables, data-reference patterns; or strong Cosmos with migration path understanding.
Integration design mastery: REST with OAuth2 (client credentials, auth code), error handling frameworks, request/response mapping, timeouts, retries, backoff.
Event-driven patterns: Kafka/JMS producers/consumers, correlation IDs, exactly-once/at-least-once semantics, dead-letter handling.
Performance engineering: PDC triage, PAL reading, DB indexing considerations, cache invalidation, node classification, queue throughput tuning.
DevOps at scale: multi-stage pipelines in Deployment Manager, artifact versioning, approvals, infrastructure-as-code collaboration, release governance.
Security engineering: Access Manager, attribute-based access control (ABAC) using Access When, field-level encryption/obfuscation, secure logging.
Testing leadership: PegaUnit strategy, scenario tests, contract tests for integrations, test data management, coverage KPIs.
Customer Decision Hub (CDH) to power NBA in service context and next‑best‑service actions.
GenAI/Agentic AI in Pega (e.g., summarization, knowledge buddy/coach patterns) and NLP model tuning.
Telephony/CCaaS: Genesys, Amazon Connect, Twilio, NICE; CTI handoff and screen‑pop patterns.
Cloud ops (Pega Cloud, AWS/Azure) and enterprise observability (Splunk/Datadog/New Relic).
Travel/e‑commerce domain: booking amendments, refunds/chargebacks, partner/supplier support, fraud/risk workflows.
Certifications
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