Intuit · 4 hours ago
Principal Business Systems Solutions Architect
Mountain View, CA
Full-time
Onsite
Lead/Staff
$206K/yr - $280K/yr
10+ years expIntuit is seeking a Staff Business Systems Solutions Architect to join their Customer Success organization. This role focuses on designing and implementing technology solutions to enhance customer support operations, leveraging AI and process optimization to improve customer experiences.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Analyze customer service workflows and pain points to identify inefficiencies or gaps in existing processes and solutions. Devise improvements by re-engineering processes or introducing new technologies, ensuring alignment with business objectives and improved customer experience
Design end-to-end customer service solution architectures, integrating various systems (e.g., CRM software, contact center/telephony, ticketing systems, knowledge bases) to meet business needs. This involves evaluating system footprints and in-flight initiatives to identify gaps and proposing solution blueprints for E2E best-in-class process automation solutions incorporating Intuit’s Expert Platform (VEP) and Intelligent Process Automation (IPA) capabilities
Partner with the software development teams and oversee the integration of multiple tools and systems to work seamlessly within the service environment, such as integrating CRM with AI-driven chatbots and analytics tools. Ensure data flows smoothly between systems and that new solutions are compatible with legacy platforms
Evaluate, propose, and implement emerging AI and automation capabilities in customer service processes to increase efficiency. This may involve deploying chatbots, evaluating intelligent IVR technologies, or Intelligent Process Automation (IPA) to provide last-mile capabilities as an ICS/VEP platform extension
Drive projects that transform the overall experience in service channels, ensuring any technology change results in more seamless and positive experiences for customers. Align technical solutions with customer-centric outcomes like higher satisfaction (CSAT), Issue Resolution (IR), faster response times, and personalized service
Collaborate with a wide range of stakeholders – from experts and operations teams to software developers and product managers – to ensure all initiatives/solutions contribute to an E2E automated process vision
Act as a liaison between business units and technical teams, explaining complex technical concepts or architectural decisions in clear business terms to executives and customer service leadership. Educate stakeholders on problem origins and present solution options understandably to non-engineers
Provide technical leadership throughout the implementation of customer service solutions. Collaborate with development teams or vendors to ensure solutions are built according to design and fit well with the E2E process vision. Troubleshoot issues during deployment and make architectural adjustments as needed
Ensure all customer service technology solutions adhere to security policies, data privacy regulations, and industry compliance standards. Incorporate data protection, user privacy, and ethical AI considerations into design, and establish governance frameworks for data usage across integrated systems
Stay up-to-date with emerging technologies and trends (e.g., process mapping technologies, new AI capabilities, customer engagement tools) and continuously evaluate their potential benefit for customer service operations. Pilot new tools or develop proofs-of-concept to assess value and drive adoption of innovations
Qualification
Required
Technical Architecture & Systems Integration: Ability to understand and analyze complex systems and diverse technologies. Thorough understanding of architecture principles, APIs, and data integration
Customer Service Technology Knowledge: Familiarity with common tools and platforms in customer service operations, including contact center technologies (Amazon Connect, IVR systems, CRM systems, ticketing and helpdesk software, omnichannel communication platforms and VEP). Experience with configuring and optimizing these systems is highly valuable
AI and Automation Proficiency: Strong understanding of AI/ML technologies and automation frameworks relevant to customer service, including chatbot frameworks, natural language processing (NLP), machine learning models for predictive analytics, and IPA tools
Data Analytics and Monitoring: Ability to work with data analytics tools and interpret service performance data. Proficiency in using dashboards or BI tools (e.g., Power BI, Tableau) to monitor customer service KPIs and identify improvement opportunities
Problem-Solving and Troubleshooting: Excellent problem-solving skills to diagnose complex issues in customer service processes and technology footprints and quickly identify solutions
Business Acumen and Domain Knowledge: A strong business sense with specific insight into customer service processes and metrics. Understanding customer service workflows (e.g., incident escalation paths, service level agreements, customer journey maps) and key metrics like CSAT, NPS, or average resolution time
Effective Communication: Excellent communication and interpersonal skills to convey technical ideas and architectural designs in clear, non-technical language for executives or customer service managers, and to communicate requirements and constraints to developers and IT teams
Cross-Functional Collaboration: Ability to collaborate and build consensus across diverse teams, including ICS leaders, PM/PD, data scientists, and vendors. Adeptness at change management
Leadership and Project Management: Leadership skills to guide technical teams and drive projects to completion, leading by influence, providing direction to experts, operators, and product managers. Capable of managing project timelines and deliverables
Customer-Centric Mindset: A focus on the end-customer's perspective, with empathy for customer frustrations and a design approach that makes support more intuitive and effective
Adaptability and Continuous Learning: Curiosity and willingness to stay updated with emerging technologies and trends (AI, new CX platforms, process/tech best practices), and adaptability to handle shifting requirements or new challenges
Experience & Education: Over ten years of professional experience. Hold an undergraduate degree in computer science, information systems, or engineering
Preferred
An MS, MBA or advanced degree is preferred
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
2026-01-16
International Accounting Bulletin
2026-01-15
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