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 Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.