Architect

• Lead complex CX projects from problem identification and analysis through solution design, implementation, measurement, and iteration
• Run initiatives including automation pilots, new support flows, escalation frameworks, and QA improvements
• Design, test, and implement automated workflows and AI-powered solutions
• Monitor AI performance and partner with Data & AI teams to improve solutions and launch new capabilities
• Analyze operational KPIs, contact drivers, customer behavior, and trends to identify opportunities and root causes
• Translate insights into prioritized initiatives and measure their impact on customer experience and operational performance
• Map and optimize CX processes end-to-end for simplification, standardization, automation, and self-service
• Own and improve knowledge used by AI and support agents
• Support complex cases requiring deeper expertise, analysis, or cross-functional coordination
• Identify systemic issues from recurring cases and drive structural improvements
• Partner with Product, Operations, Data & AI, and other stakeholders to solve customer pain points

Architect jobs in Mexico

Junior Business Architect, Customer Obsession