Job
Description
Design, configure, and manage Next-Best-Action strategies, decision flows, engagement policies, and arbitration rules. Develop and maintain customer journeys, treatments, and channels within the CDH framework. Build and optimize adaptive models, predictive models, and AI-based decisioning components to improve engagement and conversion. Collaborate with marketing and business teams to align CDH strategies with customer lifecycle goals. Implement real-time container-based decisioning to enable contextual customer engagement across multiple channels (web, mobile, contact center, etc). Configure audiences, eligibility rules, and propositions for targeted personalization. Monitor and tune strategy performance, relevance scores, and engagement metrics to improve outcomes. Work with business stakeholders, data scientists, and technical teams to define requirements and align CDH use cases. Integrate Pega CDH with CRM, marketing platforms, data lakes, and external APIs for real-time and batch data flows. Leverage customer profiles, behavior, and intent signals to drive dynamic engagement strategies. Continuously improve decisioning logic and model performance based on business results and A/B testing insights. Stay updated on Pega CDH product updates and roadmap, bringing new features and innovations into play. Ensure solutions follow Pega best practices, guardrails, and governance standards. Requirements To be successful in this role, you should meet the following requirements: 5+ years of hands-on experience exclusively in Pega CDH (Customer Decision Hub). Strong understanding of Next-Best-Action Designer, Customer Profile Designer, Engagement Policies, and Strategy Designer. Proven experience with adaptive and predictive models, real-time containers, and decision strategies. Familiarity with Pega NBAA, Pega Marketing (legacy), and Pega Data Flows. Experience in 1:1 customer engagement, cross-channel personalization, and real-time decisioning. Strong grasp of data models, customer segmentation, and marketing KPIs. Ability to work with SQL, JSON/XML, APIs, and data integration techniques. Experience in banking, telecom, insurance, or retail domains using Pega CDH is a plus. Familiarity with AI/ML concepts and marketing analytics tools is beneficial Certification as Certified system architect and Pega Decisioning Consultant is preferred. Certification as Certified Senior System architect or Lead System Architect is preferred.
