Solutions Architect, Customer Care Platform

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You'll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

Responsible for promoting the use of industry and Company technology standards. Monitors emerging technologies/technology practices for potential use within the Company. Designs and develops updated infrastructure in support of one or more business processes. Helps to ensure a balance between tactical and strategic technology solutions. Considers business problems "end-to-end": including people, process and technology, both within and outside the enterprise, as part of any design solution. Mentors, reviews codes and verifies that the object oriented design best practices and that coding and architectural guidelines are adhered to. Identifies and drives issues through closure. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

About The Team

Xfinity's AI Experience (AIX) domain empowers teams to build experiences that Xfinity customers trust and love. The domain's customer facing Xfinity Assistant chatbot, agent facing chat assistant, and Orchestration and Middleware platform work together to drive experiences in our self-service channels (~~~, Xfinity Voice channel, Xfinity app and many more) as well as our frontline teammate's tools (Care, Tech and Retail.)

The future is here, and our domain is tasked with leveraging AI (ML, LLM and Generative AI) to enhance the platforms capabilities we manage to bring new experiences to our customers faster, more efficiently and at the scale our business requires.

Xfinity's AIX domain is one of the few domains that has both Product, Architecture and Engineering teams reporting under the same leader resulting in a high-performing product team that drives value adding outcomes for our customers and our business.

What You'll Do:

• Partnering with product and experience owners on the best customer experience and lay out achievable experience using platform capabilities.

• Identifying reusable components available across the technology landscape across Comcast as applicable to the designs needed.

• Support E2E testing including consultation on test strategy, test data setup and analysis of test results.

• Supporting the development of conversational flows in accordance with the solution design.

• Ensures programs are envisioned, designed, developed and implemented across the enterprise to meet business needs. Interfaces with the enterprise architecture team and other functional areas to ensure that most efficient solution is designed to meet business needs.

• Ensures solutions are well engineered, operable, maintainable and delivered on schedule.

• Tracks and documents requirements for enterprise development projects and enhancements.

• Monitors current and future trends, technology and information that will positively affect organizational projects; applies and integrates emerging technological trends to new and existing systems architecture.

• Presents solutions to senior architects.

• Plans and designs new or upgraded systems. Interacts with departments to implement improvements in process.

• Develops solution architecture (both tactical and strategic) to fully manage/support enterprise needs, services, systems and technology management.

• Mentors team members in relevant technologies and implementation architecture.

• Develops, documents and ensures compliance with best practices including but not limited to the following coding standards, object oriented designs, platform and framework specific design concerns and human interface guidelines.

• Regular, consistent and punctual attendance.

• Other duties and responsibilities as assigned.

What You'll Need:

• Bachelor's or Master's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

• Typically has at least 7+ years of IT work experience in infrastructure/systems environments performing systems planning, architecture design, engineering (hardware and software) and optimization.

Disclaimer

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years