Enterprise Architect - Contact Center Platform

Who We are  

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.  

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.  

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

 

Position Summary

The Enterprise Architecture team at OHS drives our enterprise strategy and architecture of all systems in OHS. Enterprise Architect - Contact Center Platform is a strategic leader and technical expert who aligns the call center platform with an organization’s overall enterprise architecture goals. They design and deliver Salesforce-based solutions that meet business needs, ensuring scalability, security, reusability and maintainability. This role also involves developing application technology roadmaps and managing risk across the enterprise portfolio of the call center platform.  

We are looking for a highly experienced Enterprise Architect with deep expertise in contact center technologies and enterprise architecture. This role will provide architectural leadership and end-to-end integration guidance for our modern call center stack, including but not limited to Salesforce ecosystem (Sales cloud, Service cloud, Marketing cloud, Data cloud, Experience cloud etc.), Telephony technology & integration (AWS Connect, Amazon Contact Lens & many others), AI enablement (such as Salesforce Agentforce, Einstein), Secure payments (PCIPal or similar), ERP integration (Oracle ERP), Data Warehousing integration (Snowflake) and integration platform.  

 

A hands-on subject matter expert capable of mapping complex data flows, designing scalable architectures, and ensuring seamless integration across systems that support both customer experience and operational efficiency. 

This Hybrid role is based in our Naperville, IL office.  Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required. 

 

Responsibilities include but are not limited to:  

• Lead architecture design and end-to-end solutioning for the enterprise contact center ecosystem, including but not limited to,
  • Salesforce CRM, SFMC, Experience cloud & all integrations
  • Amazon Connect and Contact Lens for voice and sentiment analysis
  • Collecting Secure payments via call center
  • AI capability (Salesforce Agentforce, Einstein)
  • Snowflake and Data Cloud for analytics and personalization
  • Jitterbit for integrations
  • Oracle ERP for transactional backends
• Serve as technical advisor and SME on architecture best practices, particularly for high-volume, real-time customer engagement platforms.
• Map data flow and integration architecture between technology stack to drive personalization and insight-driven agent.
• Define and maintain reference architectures, technology standards, and patterns that support scalability, security, and performance goals.  
• Partner with product managers, developers, and security teams to align technical design with business goals and compliance requirements.
• Proactively identify architectural risks, technical debt, and modernization opportunities across the contact center.
• Evaluate new technologies and architectural approaches to improve service quality, agent efficiency, and data intelligence.
• Guide implementation teams and provide governance and oversight throughout the delivery lifecycle.  
• Developing application technology roadmaps that address buy-vs-build decisions and risk management.
• Performance Optimization: Monitor and optimize call center systems for instrumentation, analytics, performance, scalability, and reliability.
• Documentation: Create and maintain detailed documentation of architecture, processes, and standards.
• Innovation: Stay updated with industry trends and emerging technologies to continuously improve data architecture practices.
• Aligning solutions with industry best practices and Salesforce platform capabilities.
• Understanding business needs and translating them into technical solutions.
• Determine which Salesforce and third-party technologies to leverage in the OHS architecture landscape based on product knowledge, industry experience, industry-standard EA frameworks, and Salesforce EA methodologies.
• Articulate business architecture (mission/vision, capability models, capability assessments) and technical architecture (current and future state diagrams, solution best practices, reference architectures, design patterns).
• Conduct architecture workshops and other enablement sessions. Mentor and guide junior enterprise architects.

 

We are excited if this is You

Experience and Qualifications of the Role

• 8+ years in Architecture IT field.
• 8+ years of experience designing and implementing call center platform architectures, including integrations with many systems such as telephony, secure payments, data warehousing & integration platform.
• 5+ years of experience with Salesforce platform ecosystem (Sales Cloud, Service cloud, Marketing cloud, Data cloud).
• Good understanding of enterprise application integration technologies and common EA topics such as persona-based journeys, process orchestration, master data management, analytics and insights, artificial intelligence, etc.
• Good understanding of security processes, standards & issues involved in multi-tier cloud or hybrid applications.
• Good understanding of AI concepts & solutions, including ML, LLM, and agentic architectures. Experience with Agent Force, Einstein, is a huge plus.
• Experience with DevOps and Agile SDLC lifecycle.
•  Experience with AWS cloud, setting coding standards, code versioning & code reviews.
•  Demonstrated critical thinking to understand, analyze, evaluate, and negotiate in complex situations Demonstrated a sense of urgency as appropriate.

  

Education    

Bachelor's or master's degree in computer science, information technology, information systems, engineering or a related field (or relevant experience required).

  

Certificates, Licenses, Registrations  

• TOGAF or similar certifications is required 

 

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $142,600 - $190,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.   

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. 

 

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

 

Competencies: 

• Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. 

• Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty. 

• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. 

• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. 

• Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. 

• Functional and Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. 

• Self-Development - Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.

No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.