Lead business architecture and requirements definition for Pega Customer Service solutions
Facilitate Inception, Blueprinting / DCO, and service design workshops using Pega tools and techniques
Define and document:
Case types, stages, steps, and service intents
Service journeys and interaction models (agent and self-service)
Business rules, SLAs, and decision logic
Translate legislation, policy, and operational procedures into structured Pega requirements
Collaborate closely with the Lead System Architect to ensure business designs are technically feasible and Constellation-aligned
Support backlog refinement, story definition, and prioritisation
Validate delivered solutions against business outcomes and acceptance criteria
Provide ongoing guidance to BA, QA and delivery teams
You will be successful in this role if you have
Led business architecture for at least one end-to-end Pega Customer Service implementation
Strong understanding of Pega case management and Customer Service frameworks
The ability to express complex business requirements in a way that enables high-quality Pega authoring
Confidence engaging senior business stakeholders and policy owners
Experience balancing business value, compliance, and delivery practicality
A structured, outcome-driven approach to requirements and design
A collaborative mindset and strong partnership with technical leads
Required Skills & Experience
Mandatory
Pega Business Architect certification (CPBA)
10+ years of experience in Pega business architecture or enterprise business analysis
Strong expertise in:
Pega Customer Service and service intent modelling
Case lifecycle design and SLA definition
Decisioning and business rule definition
Experience with:
DCO, Inception, and Agile delivery methodologies
Government or regulated industry environments
Accessibility, privacy, and compliance considerations
Excellent facilitation, communication, and stakeholder management skills
Experience working closely with LSAs, product owners, and delivery teams
Strong relationship management skills
You will be successful in this role if you have:
8+years of relevant experience in Pega.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
Benefits
Parental leave
Additional Information
What success looks like in this role:
The Pega Lead Business Architect (LBA) is responsible for leading business architecture, requirements definition, and value-driven design for Pega-based solutions, with a strong focus on Customer Service and Constellation-enabled service delivery.
The role bridges business, policy, and technology, ensuring business outcomes, service models, and regulatory requirements are translated into clear, implementable Pega designs. The LBA partners closely with the Lead System Architect, Product Owners, and stakeholders to ensure the solution delivers measurable value and aligns with strategic objectives.
What success looks like in this role
Clear, outcome-focused business architecture aligned to Customer Service and case management best practices
Well-defined case types, service intents, and journeys that are easily consumable by delivery teams
High-quality requirements, Blueprint and DCO outputs that translate cleanly into Pega authoring
Reduced rework and delivery friction through strong upfront business design
Strong stakeholder alignment and sign-off at inception and major milestones
Solutions that meet policy, compliance, and service delivery objectives
Business rules and decision logic clearly defined and governed
Unisys · Rhodes, Australia