Job
Description
Mastercard s Global Customer Delivery Care (GCDC) organization delivers world-class B2B and B2C customer experiences across multiple service channels. As part of the Customer Experience (CX) Technology team, we leverage modern software and Agile practices to develop self-service and automated solutions that are scalable, secure, and customer-centric. We are looking for a Principal Solution Architect to lead the architecture of strategic initiatives within CX Technology. This individual will play a key role in designing scalable and reliable customer engagement platforms, collaborating closely with engineering, product, and security teams to ensure architectural integrity and business alignment. Role Responsibilities As a Principal Solution Architect, you will: Partner with Enterprise Architect to architect and design complex, scalable solutions that power customer interactions across digital and assisted channels. Lead architecture efforts for strategic CX Technology programs, defining the solution context, dependencies, and interactions across systems. Guide and mentor engineering teams, providing architectural oversight and ensuring adherence to Mastercards security and engineering standards. Partner with product owners and business stakeholders to understand requirements and translate them into technical strategies. Conduct architecture reviews and maintain up-to-date end-to-end interaction flow documentation across customer-facing services. Simplify and modernize existing architectures to improve scalability, performance, and operational efficiency. Champion engineering excellence through hands-on design contributions and collaborative leadership. Key Responsibilities within GCDC CX Technology Own the solution-level architecture design for portal platforms such as Support Case Management and Technical Resource Center. Define and maintain architectural blueprints and ensure alignment with Mastercard enterprise architecture standards. Collaborate across scrum teams and application architects to ensure seamless integration and solution consistency. Participate in governance forums to review technical decisions, manage risk, and ensure compliance with Mastercard policies. Identify and implement opportunities for architectural simplification and process improvement within the CX Technology ecosystem. About You Technical Expertise: Strong ability to communicate complex architectural concepts and trade-offs to executive, technical, and non-technical stakeholders. Deep understanding of Platform-as-a-Service (PaaS) architectures and experience designing for cloud-native environments using tools such as API gateways, web/application servers, and load balancers. Demonstrated experience in full-stack engineering with emphasis on front-end frameworks like React or Angular. Expertise in designing and guiding large-scale software programs using SAFe Agile methodologies. Proficiency in leading software planning, estimation, and setting technical direction for distributed teams. Skilled at reducing deployment complexity through standardization, automation, and ephemeral infrastructure design. Qualifications: 7+ years of hands-on architecture experience in designing web-based enterprise applications. Proven track record of engineering leadership and delivering technology solutions in a fast-paced, global environment. Strong organizational, interpersonal, and influencing skills, with a collaborative mindset. Experience using customer and usability feedback to drive continuous product and platform improvements.
