Solution Architect (Customer Applications)

Job Summary/Purpose

Lead the architecture and evolution of Delta Utilities’ customer-facing technology stack—including Oracle Customer Cloud Service (CCS), Genesys Cloud CX voice platform, web/mobile portals, and analytic solutions—ensuring an exceptional and secure customer experience for 600K gas customers.

Accountabilities And Essential Functions

- Own end-to-end architecture for CCS, Paystar/Genesys IVR/contact-center, customer portals, payment gateways, and outbound notification services.

- Design data flows and canonical models feeding Microsoft Fabric, Azure Synapse, ADLS, and Power BI to create a 360-degree customer view.

- Define omnichannel customer-journey blueprints (voice, chat, SMS, email) and guide UI/UX standards.

- Embed privacy, security, and compliance controls (PCI-DSS, NIST, TSA) into solution designs.

- Collaborate with Customer Service and Marketing leadership to prioritize features that improve CX metrics (AHT, FCR, CSAT).

- Evaluate new technologies (chatbots, AI assistance, proactive outage comms) and lead POCs.

- Govern work of system integrators, review designs and releases for adherence to standards.

Minimum Requirements

Minimum education required of the position

- Bachelor’s in Computer Science, Information Technology, or related field; equivalent experience is 10+ years of progressively responsible experience in IT, software engineering, or systems architecture, especially in customer-facing technologies. - 8 + years building or integrating customer-facing utility systems - 3 + years architecting Oracle CCS or comparable CIS/CRM plus Genesys or similar contact-center platforms.

- Expertise in customer-information systems, IVR, CTI, and real-time data analytics.

- Strong grasp of data-privacy, PCI, and utility customer-protection regulations.

- Integration mastery: API-led, event-driven, and batch (ETL) patterns across Azure and OCI.

- Excellent verbal and written communication; proven ability to present to executives.

Minimum Experience Required Of The Position

- 8 + years building or integrating customer-facing utility systems - 3 + years architecting Oracle CCS or comparable CIS/CRM plus Genesys or similar contact-center platforms.

Minimum Knowledge, Skills And Abilities Preferred Of The Position

- Expertise in customer-information systems, IVR, CTI, and real-time data analytics.

- Strong grasp of data-privacy, PCI, and utility customer-protection regulations.

- Integration mastery: API-led, event-driven, and batch (ETL) patterns across Azure and OCI.

- Excellent verbal and written communication; proven ability to present to executives.

Any Certificates, Licenses, Etc. Required For The Position

- Preferred:

- Oracle Utilities Customer Cloud Service Implementation Specialist

- Genesys Cloud CX Architect Certification

- Microsoft Certified: Azure Developer/Architect

- TOGAF, Certified Customer Experience Professional (CCXP)

Physical Requirements

- Able to operate a personal computer, either desktop or laptop.

- Able to sit for extended periods of time.

- Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.

- Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

- Perform other job-related duties as assigned, within your scope of responsibilities.

- Job duties are performed in a normal and clean office environment with normal noise levels.

- Work is predominately done while standing or sitting.

- The ability to comprehend, document, calculate, visualize and analyze are required.

- Able to work regular hours, with occasional overtime.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States.

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025.

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at https://deltautilities.com.

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.