Systems Design/Architecture Engineer at Adobe Systems Incorporated - Belgium

San Jose, California, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jun, 26

Salary

328925.0

Posted On

22 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Solution Architecture, Platform Architecture, Governance, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Sales, Amazon Connect, AI-Enabled Capabilities, Generative AI, Agentic Automation, RAG, LangChain, LangGraph, API-First Design, Event-Driven Patterns, Kafka, Architecture Review Boards

Industry

Software Development

Description

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 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. 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. End-to-end outcome attribution enabled via data lineage About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. 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. Colorado: Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs. Massachusetts: Massachusetts Legal Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. There's more than meets the eye when it comes to Adobe. Take the quiz and see how well you know us! Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

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Responsibilities

The architect will own and evolve the foundational architecture enabling the Integrated Customer Experience (ICX) vision, ensuring alignment across multiple initiatives toward a shared target state. Key duties include developing solution designs, presenting at Architecture Review Boards (ARBs), guiding engineering execution, and defining omnichannel architecture across voice and digital channels.