Drive the evolution of customer service solution architecture, supporting Artificial Intelligence, automation and digital transformation initiatives.
Gain a deep understanding of the functional architecture of service channels.
Identify technical limitations that cause call transfers or overflow and propose improvements that integrate business, technology and customer experience.
Map the functional architecture of digital service journeys.
Understand integrations between APIs, microservices, CRM, IVRs, chatbots, AI agents and legacy systems.
Identify technical bottlenecks that impact operational efficiency and customer experience.
Produce functional documentation and architecture diagrams for the journeys.
Collaborate with architects, developers and business teams to define solutions.
Evaluate opportunities to evolve the architecture to support intelligent agents and automations.
Support the definition of integration and orchestration standards across digital channels.
Participate in technical analyses and define solutions to reduce call transfers and overflow.
Support squads in implementing the identified improvements.
Ensure traceability between business requirements and technical solutions.

Experience in functional architecture or functional analysis of systems.
Knowledge of integrations via REST APIs and web services.
Experience with enterprise application architecture.
Knowledge of microservices and system integrations.
Experience in Contact Center or digital channel projects.
Ability to create functional documentation and architecture diagrams.
Analytical profile and systems thinking.
Plus: Experience in digital transformation projects at large enterprises.
Experience with event-driven architecture and messaging systems.
Knowledge of MCP (Model Context Protocol), A2A (Agent-to-Agent) and multi-agent architectures.
Experience in Healthcare, Insurance, Services or Financial Institutions.

Functional Architect

Key skills