Thomson Reuters is seeking an experienced Associate Solution Architect to design and evolve our customer service and support technology ecosystem. This role will translate customer experience strategies into scalable, integrated system architectures that empower both customers and support agents. The ideal candidate combines deep customer service domain expertise with technical architecture skills and a passion for AI-enabled experiences. You will collaborate with cross-functional teams including Sales, Product, Customer Experience, AI/TR Labs, and many others to bring chatbots, learning, help and support, telephony, and others platforms to fruition.
About the Role
In this role as an Associate Solutions Architect, you will::
Demonstrated expertise with Genesys PureConnect, including platform configuration, call routing architecture, and system integration capabilities
Proven experience implementing conversational AI platforms such as Kore.ai or comparable chatbot and virtual assistant technologies
- The primary experience should be in solutioning customer service channels, including conversational AI, online training portals, and contact‑centre application integrations, along with AWS cloud technologies and end‑to‑end CX solutioning across chatbot‑to‑agent journeys.
- Strong working knowledge of modern CX tools and integrations, including (but not limited to) Kore.ai or similar chatbot platforms, Genesys or equivalent , Salesforce service cloud, Docebo ,Kaltura or similar training sites, AWS Lambda, API Gateways / Boomi, and Amazon S3.
- Experience in solutioning content management ,Knowledge management, content publishing on AEM or similar CMS platforms is desirable but not mandatory and will be considered an added advantage.
Architect and translate customer experience journeys (internal and external) into scalable system capabilities across the enterprise technology portfolio that reduce customer effort and improve retention
Identify emerging technologies and architectural approaches that provide competitive advantage
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Drive architectural innovation that differentiates TR's customer service capabilities
Develop comprehensive service blueprints, process maps, and end-to-end architectural diagrams documenting current state and target state architectures
Distill complex technical architectures into clear, actionable designs suitable for implementation by engineering teams
Ensure all solution designs adhere to regulatory requirements, data privacy standards, and enterprise security protocols, including PCI-DSS, HIPAA, GDPR, and related frameworks
Experience with enterprise integration platforms and methodologies including Apigee, Boomi, RESTful and SOAP-based APIs, webhooks, and event-driven architecture patterns
Minimum five (5) years of professional experience in solution architecture, with at least two (2) years focused on customer service and support technologies.
Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical discipline; equivalent professional experience will be considered.
About You
You’re a fit for the role of Associate Solutions Architect if your background includes
Experience in search and knowledge management platforms such as Coveo
Experience with Salesforce AgentForce or comparable AI-powered agent assistance technologies
Familiarity with enterprise learning platforms (Docebo) and video content management systems (Kaltura) for agent enablement and customer education initiatives
Familiarity with CredSpark or similar interactive content and assessment platforms
Familiarity with Forsta or comparable customer feedback and survey management systems
Design and architect AI-enabled customer service solutions, including conversational AI implementations (chatbots, virtual assistants), agentic AI frameworks, and AI-assisted agent experiences.
Leverage Retrieval Augmented Generation (RAG) methodologies in designs when applicable
Integrate artificial intelligence capabilities into customer support workflows and agent tooling to enhance operational efficiency and service quality
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What’s in it For You?
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
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