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Delta Utilities · 3 weeks ago

Solution Architect (Customer Applications)

New Orleans, LA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. The role involves leading the architecture and evolution of customer-facing technology stacks, ensuring an exceptional customer experience, and collaborating with leadership to prioritize features that enhance customer experience metrics.

Customer ServiceEnergyNatural ResourcesOil and Gas

Responsibilities

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

Qualification

Oracle Customer Cloud ServiceGenesys Cloud CXData privacy regulationsAPI integrationReal-time data analyticsCustomer information systemsETL patternsUI/UX standardsCollaboration with leadershipCustomer experience metricsCompliance controlsCommunicationPresentation skills

Required

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