Role description
Pega Senior System Architect (CSSA)
Experience:
6–10 years of overall experience with at least 1 Pega Customer Service (CS) project.
Role Summary:
Execute development activities including build, integrations, and test automation while maintaining strong guardrail adherence and high-quality documentation.
Key Responsibilities:
Configure Pega Customer Service (CS) case types, data models, SLAs, and Constellation/Cosmos views.
Build integrations using reusable connectors with robust exception handling, retry/idempotency mechanisms, and monitoring hooks.
Create and maintain PegaUnit tests, support performance testing preparation, and resolve defects.
Participate in code reviews, maintain documentation, and contribute to reusable components and pipeline templates.
Support AI/NLP configurations including intents, entities, sentiment, and knowledge article tagging.
Must-Have Skills:
Strong CS configuration including stages, steps, assignments, SLAs (goal, deadline, escalations), circumstancing, and correspondence.
Integration mapping including REST connectors, authentication profiles, service packages, structured error handling, and response normalization.
Experience with data pages, report definitions, decision tables, decision trees, and basic strategy rules.
Testing and CI/CD knowledge including PegaUnit, scenario tests, and understanding of Deployment Manager pipelines, artifacts, and approvals.
Performance awareness using PDC s (e.g., PEGA0005, PEGA0020), clipboard sizing, pagination, and caching basics.
Strong documentation practices including technical design documents, API specifications, runbooks, and release notes.
Nice to Have:
Experience with Constellation UI patterns and DX API collaboration with frontend teams.
Exposure to Customer Decision Hub (CDH) and Next Best Action (NBA) in CSR context.
Experience with GenAI-assisted features in case design such as summarization and suggested replies.
Certifications:
Mandatory: Pega CSSA (Certified Senior System Architect)
Preferred: Badges in Customer Service and Digital Messaging
Skills:
Mandatory Skills: Pega LSA, Pega SSA
Skills
Mandatory Skills : Pega LSA, Pega SSA
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
