Enterprise Architect - Contact Center Platform

Who We are  

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.  

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.  

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

 

Position Summary

The Enterprise Architecture team at OHS drives our enterprise strategy and architecture of all systems in OHS. Enterprise Architect - Contact Center Platform is a strategic leader and technical expert who aligns the call center platform with an organization’s overall enterprise architecture goals. They design and deliver Salesforce-based solutions that meet business needs, ensuring scalability, security, reusability and maintainability. This role also involves developing application technology roadmaps and managing risk across the enterprise portfolio of the call center platform.  

We are looking for a highly experienced Enterprise Architect with deep expertise in contact center technologies and enterprise architecture. This role will provide architectural leadership and end-to-end integration guidance for our modern call center stack, including but not limited to Salesforce ecosystem (Sales cloud, Service cloud, Marketing cloud, Data cloud, Experience cloud etc.), Telephony technology & integration (AWS Connect, Amazon Contact Lens & many others), AI enablement (such as Salesforce Agentforce, Einstein), Secure payments (PCIPal or similar), ERP integration (Oracle ERP), Data Warehousing integration (Snowflake) and integration platform.  

 

A hands-on subject matter expert capable of mapping complex data flows, designing scalable architectures, and ensuring seamless integration across systems that support both customer experience and operational efficiency. 

This Hybrid role is based in our Naperville, IL office.  Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.