Lead business architecture and requirements definition for Pega Customer Service solutions
Facilitate Inception, Blueprinting / DCO, and service design workshops using Pega tools and techniques
Define and document: Case types, stages, steps, and service intents
Service journeys and interaction models (agent and self-service)
Business rules, SLAs, and decision logic
Translate legislation, policy, and operational procedures into structured Pega requirements
Collaborate closely with the Lead System Architect to ensure business designs are technically feasible and Constellation-aligned
Support backlog refinement, story definition, and prioritisation
Validate delivered solutions against business outcomes and acceptance criteria
Provide ongoing guidance to BA, QA and delivery teams

Mandatory Pega Business Architect certification (CPBA)
10+ years of experience in Pega business architecture or enterprise business analysis
Strong expertise in: Pega Customer Service and service intent modelling
Case lifecycle design and SLA definition
Decisioning and business rule definition
Experience with: DCO, Inception, and Agile delivery methodologies
Government or regulated industry environments
Accessibility, privacy, and compliance considerations

Lead Business Architect – Pega

Key skills