About this role
Position: Senior Solution Architect (m/f/d)
TP, the world’s largest customer service company, is recruiting on behalf of its subsidiary, TP Infinity, for a Senior Solution Architect (m/f/d) position.
This is an exciting opportunity to join a leading international consultancy and contribute to large-scale customer experience transformation projects across Europe and the Middle East. As part of TP Infinity, you will collaborate with experienced consultants, architects, and industry experts while designing innovative and scalable solutions for global clients.
What You’ll Be Doing
- Design scalable and robust customer engagement platform architectures based on complex multi-channel customer requirements
- Configure and optimize customer care, case management, email, AI-powered solutions, agent desktop, and reporting environments
- Design end-to-end operational workflows connecting social channels, moderation, case management, email, and reporting
- Architect routing and assignment models, including priority queues, skill-based routing, load balancing, and escalation rules
- Define governance frameworks, including roles and permissions, approval workflows, audit trails, and AI governance standards
- Lead identity and access integrations using SAML, OIDC, and Azure AD
- Design and oversee API integration architectures, including Raw Data Export, Case & Message APIs, and event-driven integrations
- Define, monitor, and validate operational success metrics and KPIs
- Ensure compliance with GDPR, public sector requirements, and AI governance standards
- Collaborate closely with implementation teams and provide detailed configuration guidance
What We Are Looking For
- 3–7 years of experience in SaaS architecture within enterprise customer engagement or customer experience platforms
- Strong experience with enterprise social media technology platforms and integrations
- Deep understanding of CCaaS, Workforce Management, Knowledge Management, and related enterprise SaaS solutions
- Strong IT architecture and system integration expertise
- Experience designing and supporting large-scale workflows involving multiple teams and users
- Knowledge of AI governance, NLP sentiment analysis, audit frameworks, and compliance requirements
- Excellent analytical, conceptual, and problem-solving skills
- Strong communication and stakeholder management abilities
- Excellent English language skills; 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 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 building and optimizing multi-team operational models
Personal Skills
- High degree of ownership and accountability
- Strong organizational and project management skills
- Excellent collaboration and communication abilities
- Strategic mindset with attention to detail
- Adaptability and willingness to work in dynamic international environments
- Customer-focused and solution-oriented approach
Why Join?
- Work on innovative and international customer experience transformation projects
- Join a team of experienced consultants, architects, and industry experts
- Enjoy a high level of responsibility and professional autonomy
- Work in a collaborative environment with flat hierarchies and short decision-making paths
- Competitive compensation and attractive employee benefits
- Continuous learning and career development opportunities within a global organization