Solution Architect And Product Owner

EY·Bengaluru·Onsite

DirectorHealthcare

Experience

12+ years

Employment

Full Time

Work mode

Onsite

Level

Director

Location

Bengaluru

Posted

1 week ago

About the role

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Job Description

Unified Support Services (USS) Solution Architect & Product Owner, Support Experience Platforms (U642)

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. As part of Enterprise Technology, you'll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

EY's global Enterprise Technology group provides enabling services across enterprise platforms, infrastructure, digital workplace and service operations. The

What you'll do

Act as the lead Solution Architect and design authority for the Unified Support Services Support Experience ecosystem.
Define current-state, target-state and transition architectures for Support Experience platforms, including the supporting technology roadmap.
Own end-to-end solution design across user channels, workflows, integrations, data, knowledge, automation, AI capabilities and operational processes.
Provide architectural leadership across ServiceNow ITSM, r, Virtual Agent, Service Catalog, Knowledge Management, CMDB, IntegrationHub and Flow Designer.
Design scalable ServiceNow solutions, data models, workflows and platform extensions while protecting platform integrity, maintainability and upgradeability.
Own the end-to-end integration strategy across ServiceNow, Genesys Cloud, LogMeIn Rescue, Qualtrics, Nexthink, Microsoft Copilot, Microsoft Teams, identity services, enterprise knowledge and automation platforms.
Define API-led, event-driven, workflow-based and middleware integration patterns, including authentication, authorization, error handling, monitoring, data synchronization and recovery.
Enable continuity of identity, conversation, intent, device context, case context and interaction history across chatbot, live chat, voice, portal, remote support and assisted-service channels.
Lead the Genesys integration roadmap with ITSM and digital channels to support intelligent routing and escalation between virtual, digital and voice channels without avoidable loss of context.
Architect secure integration with LogMeIn Rescue, including remote-session launch, user and case context, technician workflow, audit information and case updates.
Architect the use of Nexthink telemetry and automation capabilities to support proactive issue identification, contextual diagnostics and remediation workflows.
Integrate Qualtrics experience data with support platforms to enable feedback capture, experience analysis and closed-loop service improvement.