Associate Solution Architect

Thomson Reuters is seeking an experienced Associate Solution Architect to design and evolve our customer service and support technology ecosystem. This role will translate customer experience strategies into scalable, integrated system architectures that empower both customers and support agents. The ideal candidate combines deep customer service domain expertise with technical architecture skills and a passion for AI-enabled experiences.  You will collaborate with cross-functional teams including Sales, Product, Customer Experience, AI/TR Labs, and many others to bring chatbots, learning, help and support, telephony, and others platforms to fruition. About the Role In this role as an Associate Solutions Architect, you will: : Demonstrated expertise with Genesys PureConnect, including platform configuration, call routing architecture, and system integration capabilities Proven experience implementing conversational AI platforms such as Kore.ai or comparable chatbot and virtual assistant technologies The primary experience should be in solutioning customer service channels , including conversational AI , online training portals , and contact‑centre application integrations , along with AWS cloud technologies and end‑to‑end CX solutioning across chatbot‑to‑agent journeys . Strong working knowledge of modern CX tools and integrations, including (but not limited to) Kore.ai or similar chatbot platforms, Genesys or equivalent , Salesforce service cloud, Docebo ,Kaltura or similar training sites, AWS Lambda, API Gateways / Boomi, and Amazon S3. Experience in solutioning content management ,Knowledge management, content publishing on AEM or similar CMS platforms is desirable but not mandatory and will be considered an added advantage. Architect and translate customer experience journeys (internal and external) into scalable system capabilities across the enterprise technology portfolio that reduce customer effort and improve retention Identify emerging technologies and architectural approaches that provide competitive advantage Drive architectural innovation that differentiates TR's customer service capabilities Develop comprehensive service blueprints, process maps, and end-to-end architectural diagrams documenting current state and target state architectures Distill complex technical architectures into clear, actionable designs suitable for implementation by engineering teams Ensure all solution designs adhere to regulatory requirements, data privacy standards, and enterprise security protocols, including PCI-DSS, HIPAA, GDPR, and related frameworks Experience with enterprise integration platforms and methodologies including Apigee, Boomi, RESTful and SOAP-based APIs, webhooks, and event-driven architecture patterns Minimum five (5) years of professional experience in solution architecture, with at least two (2) years focused on customer service and support technologies. Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical discipline; equivalent professional experience will be considered. About You You’re a fit for the role of Associate Solutions Architect if your background includes Experience in search and knowledge management platforms such as Coveo Experience with Salesforce AgentForce or comparable AI-powered agent assistance technologies Familiarity with enterprise learning platforms (Docebo) and video content management systems (Kaltura) for agent enablement and customer education initiatives Familiarity with CredSpark or similar interactive content and assessment platforms Familiarity with Forsta or comparable customer feedback and survey management systems Design and architect AI-enabled customer service solutions, including conversational AI implementations (chatbots, virtual assistants), agentic AI frameworks, and AI-assisted agent experiences. Leverage Retrieval Augmented Generation (RAG) methodologies in designs when applicable Integrate artificial inte ... (truncated, view full listing at source)