Enterprise Architect

5 days ago

Bengaluru, Karnataka, India Nasugroup Full time

We are seeking an experienced Enterprise Architect to design and oversee a proof of concept (POC) for an AI-enhanced ticketing and knowledge integration experience. This role has the potential to evolve into a longer-term strategic initiative.

You will provide architectural leadership, ensure best practices, and collaborate with our technical team to design a smart ticketing solution powered by AI features such as summarization, suggested replies, and tagging.

Key Responsibilities :

- Define the overall architecture for integrating with a Knowledge Base system/API, ensuring scalable and secure syncing of articles and metadata.

- Design the architecture for a ticket sidebar widget or integration module that provides smart summaries, recommended replies, automated tagging, and suggested actions.

- Provide solution design guidance for building a modular and extensible application that may be published to a third-party marketplace or integrated into an enterprise ecosystem.

- Work closely with internal engineering teams to deliver a robust and testable POC, offering hands-on architectural and design reviews.

- Ensure secure access via industry standards such as OAuth 2.0 or API keys, and define data protection best practices throughout the system.

- Evaluate platform and technology choices, identify architectural risks, and propose scalable and maintainable solutions aligned with enterprise standards.

Requirements :

- Strong experience designing enterprise-grade integrations with third-party knowledge bases or ticketing systems.

- Proven track record of designing secure, scalable, API-driven architectures.

- Expertise in designing solutions that incorporate AI features such as text summarization, natural language reply suggestions, and tagging/classification.

- Ability to provide technical leadership through POC development and beyond.

- Understanding of authentication standards (e.g., OAuth 2.0) and secure API design.

- Experience collaborating cross-functionally with engineering, product, and security teams.

Good to Have :

- Experience with AI/ML technologies, particularly in the customer support, ITSM, or knowledge management domains.

- Familiarity with publishing or distributing enterprise apps via marketplaces or internal catalogs.

- Background in UX/UI design principles, particularly for side-panel or widget-based interfaces.

- Previous experience working with platforms such as ServiceNow, Zendesk, Salesforce, Freshdesk, or similarbut platform is flexible based on architectural principles.

(ref:hirist.tech)

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