Teknologji Informacioni (IT)Gjithë Kosovën1 javë më parëFull Time
TP, the largest customer service company globally, is hiring through its subsidiary TP Infinity for the role of Senior Solution Architect (m/f/d).
This position offers the chance to become part of a prominent international consultancy and support major customer experience transformation initiatives across Europe and the Middle East. Within TP Infinity, the selected candidate will work alongside seasoned consultants, architects, and sector specialists to create innovative and scalable solutions for international clients.
What You’ll Be Doing
- Create scalable and resilient architectures for customer engagement platforms based on complex, multi-channel client needs
- Set up and improve environments related to customer care, case management, email, AI-driven solutions, agent desktop tools, and reporting
- Build end-to-end operational workflows that link social media channels, moderation, case management, email, and reporting
- Develop routing and assignment models that include priority queues, skill-based routing, load balancing, and escalation rules
- Establish governance frameworks covering roles and permissions, approval processes, audit trails, and AI governance standards
- Lead identity and access integrations through SAML, OIDC, and Azure AD
- Plan and supervise API integration architectures, including Raw Data Export, Case & Message APIs, and event-driven integrations
- Set, track, and verify operational success indicators and KPIs
- Work closely with implementation teams and offer detailed guidance on configuration
What We Are Looking For
- 3–7 years of experience in SaaS architecture within enterprise customer engagement or customer experience platforms
- Solid background in enterprise social media technology platforms and their integrations
- Strong understanding of CCaaS, Workforce Management, Knowledge Management, and related enterprise SaaS solutions
- Advanced expertise in IT architecture and system integration
- Experience in designing and supporting large-scale workflows that involve multiple teams and users
- Knowledge of AI governance, NLP sentiment analysis, audit frameworks, and compliance requirements
- Excellent analytical, conceptual, and problem-solving abilities
- Strong communication skills and effective stakeholder management
- Excellent command of English; German is considered an advantage
Technical Expertise
- Advanced knowledge of customer service, case management, email management, AI-powered support tools, and agent desktop solutions
- Experience in configuring routing engines, automation rules, workflows, and service level management
- Strong understanding of REST APIs, JSON, Webhooks, OAuth, and SAML/OIDC
- Experience working with major social media APIs, including Facebook, Instagram, TikTok, and LinkedIn
- Ability to design advanced operational and executive dashboards
- Familiarity with NLP, sentiment analysis, and AI-assisted customer engagement solutions
- Experience in building and optimizing operational models across multiple teams
Personal Skills
- Strong sense of ownership and accountability
- Well-developed organizational and project management abilities
- Excellent teamwork and communication skills
- Strategic way of thinking combined with attention to detail
- Flexibility and readiness to work in dynamic international environments
- Customer-oriented and solution-focused mindset
Why Join?
- Take part in innovative international projects focused on customer experience transformation
- Become part of a team made up of experienced consultants, architects, and industry specialists
- Benefit from a role with substantial responsibility and professional independence
- Work in a cooperative environment with flat hierarchies and fast decision-making
- Receive competitive compensation and appealing employee benefits
- Access ongoing learning and career growth opportunities within a global organization