Principal Architect - AI enabled Customer Experience Platforms

We are seeking a seasoned Principal Architect to join our Architecture & Innovation team; a primary focus will be on the delivery of solutions for our Integrated Customer Experience (ICX) team. This team aims to deliver Support and Sales processes into one cohesive, AI-enabled experience. This role is built for an architect who excels at platform + initiative architecture, governance, and cross-team alignment - guiding multiple programs toward a shared target state. Core platforms include Microsoft Dynamics 365 Customer Service (case management) and a to-be MS Dynamics 365 Sales instance for high-velocity sales (prospect accounts, contacts, leads, opportunities), alongside Amazon Connect for contact center. We also operate a homegrown ops intelligence and orchestration solution, each will be components in the transition to a unified architecture.

The Opportunity

Own and evolve the foundational architecture that enables our ICX vision; ensure initiatives align through iterative steps toward the target state.

Develop solution designs, present at Architecture Review Boards (ARBs), and partner with Engineering to guide execution and operational readiness.

Guide the rollout and coexistence of D365 Sales alongside D365 Customer Service.

Define omnichannel architecture across voice and digital channels, ensuring journey continuity across inbound and outbound motions.

Architect AI-enabled capabilities (RAG, GenAI, agentic automation) with a vendor-agnostic approach; select best-of-breed where it lowers cost and increases impact.

Lead buy vs. build assessments and vendor recommendations; define reference architectures and guardrails that reduce variance and accelerate delivery.

What is Needed to Succeed, Present designs at ARB, review peer architectures, reduce exceptions, and accelerate approvals through reusable patterns and clear documentation.

Partner with Engineering for execution, operational readiness, and adoption; influence roadmaps based on dependencies, resourcing, and measurable value. Sales + Support Convergence

Define patterns that enable convergent motions - support engagements that seamlessly transition into retention and selling opportunities.

Define RAG-based knowledge architecture with a purposeful split between customer-facing sources and advisor-only sources (internal KB + case history).

Design agentic workflow enablement: low-risk tasks may run autonomously; high-risk actions require human-in-the-loop approvals, audit trails, and policy enforcement.

Drive development of the data lineage layer with shared keys across vendor and homegrown systems to tie AI-initiated actions to business outcomes. Omnichannel + Translation

Integrate voice-to-voice translation with Amazon Connect, ensuring low-latency experience and compliance across geographies. Success Metrics

Increased % of initiatives aligned with ICX target architecture; reduced build variance, fewer exceptions, and faster ARB approvals.

Demonstrable progress toward unified sales + support experience and measurable uplift in retention and selling outcomes from support interactions.

Workflow automation outcomes: first workflow released within ~6 months; multiple workflows operational within ~12 months with appropriate guardrails.

10+ years of experience in enterprise solution architecture with significant success delivering customer support and contact center solutions at global scale.

Proven architecture experience integrating Amazon Connect (or similar) with CRM and backend services, including routing/contact flows, digital channels, and operational readiness.

Strong experience with Microsoft Dynamics 365 Customer Service or similar (case lifecycle, queues, SLAs, knowledge, integrations, reporting/analytics).

Experience architecting CRM for selling motions; hands-on understanding of D365 Sales (or similar) concepts (accounts, contacts, leads, opportunities) and high-velocity SMB workflows.

Demonstrated application of Generative AI and Agentic AI to support/sales workflows (agent assist, summarization, recommendations, automation) with appropriate guardrails.

Experience with RAG and orchestration patterns (e.g., LangChain/LangGraph), plus evaluation/monitoring and feedback loops for continuous improvement.

Strong integration architecture fundamentals: API-first design, event-driven patterns (Kafka), security via API Gateway, resiliency, observability, and cost-aware design.

Drive alignment across teams, reduce design variance, and operate effectively in ARB/governance environments. Preferred

Experience designing unified workspaces that consolidate multiple tools/surfaces into a guided experience

Experience with voice-to-voice translation in contact centers; familiarity integrating (initial languages: French and German) with Amazon Connect.

Experience with customer data platforms and identity resolution (e.g., AEP-style profile unification, universal customer IDs) and outcome attribution via data lineage.

Experience operating in multi-national regulated environments (data residency, call recording/transcription rules, PII/PCI controls). Key Responsibilities Architecture Leadership & Governance

Develop solution designs and reference architectures that guide multiple initiatives toward target alignment; define clear decision frameworks and architectural guardrails.

Expected Pay Range: Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $163,200 -- $328,925 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

In California, the pay range for this position is $227,200 - $328,925

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices: California : Fair Chance Ordinances Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

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