Lead - Pega Business Architect

Responsibilities

• 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
• #LI-ND1
• You will be successful in this role if you have:
• 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
• Desirable
• Project Management Skills
• Pega CPBA certification on Pega Infinity or Latest Business Architect mission
• Experience with Agile development
• 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

Additional Information

What success looks like in this role: Role Summary 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

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