Senior Specialist - Architecture

Pega Senior System Architect (CSSA)

Experience:
6–10 years of overall experience with at least1 Pega Customer Service (CS) project.

Role Summary:
Execute development activities including build, integrations, and test automation while maintaining strong guardrail adherence and high-quality documentation.

Key Responsibilities:

• ConfigurePega Customer Service (CS) case types, data models, SLAs, and Constellation/Cosmos views.

• Build integrations using reusable connectors with robustexception handling, retry/idempotency mechanisms, and monitoring hooks.

• Create and maintainPegaUnit tests, support performance testing preparation, and resolve defects.

• Participate incode reviews, maintain documentation, and contribute to reusable components and pipeline templates.

• SupportAI/NLP configurations including intents, entities, sentiment, and knowledge article tagging.

Must-Have Skills:

• Strong CS configuration includingstages, steps, assignments, SLAs (goal, deadline, escalations), circumstancing, and correspondence.

• Integration mapping includingREST connectors, authentication profiles, service packages, structured error handling, and response normalization.

• Experience withdata pages, report definitions, decision tables, decision trees, and basic strategy rules.

• Testing and CI/CD knowledge includingPegaUnit, scenario tests, and understanding of Deployment Manager pipelines, artifacts, and approvals.

• Performance awareness usingPDC s (e.g., PEGA0005, PEGA0020), clipboard sizing, pagination, and caching basics.

• Strong documentation practices includingtechnical design documents, API specifications, runbooks, and release notes.

Nice to Have:

• Experience withConstellation UI patterns and DX API collaboration with frontend teams.

• Exposure toCustomer Decision Hub (CDH) andNext Best Action (NBA) in CSR context.

• Experience withGenAI-assisted features in case design such as summarization and suggested replies.

Certifications:
Mandatory:Pega CSSA (Certified Senior System Architect)
Preferred: Badges inCustomer Service andDigital Messaging

Skills:
Mandatory Skills:Pega LSA, Pega SSA