Digital Experience Architect - Customer Portal

Hpe

Bengaluru, Karnātaka, IndiaPosted about 23 hours agoDiscoveredMatch locked

Full time10+ years exp

About the role

Digital Experience Architect - Customer Portal This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE office.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

HPE Networking

, the Digital Experience & Automation (DEA) team is transforming how customers and partners engage with support and services through modern digital platforms, AI-driven capabilities, and data-driven experiences. A cornerstone of this strategy is the HPE Networking Support Portal ( HPE Networking | Enterprise ), HPE Networking's primary digital support platform. The portal provides customers and partners with a unified experience for case management, online RMA processing, asset and contract management, entitlement visibility, license management, software downloads, technical documentation, notifications, AI-assisted support, and digital self-service capabilities. We are focused on delivering intelligent, scalable, and self-service-first experiences that simplify customer journeys, improve operational efficiency, and drive measurable business value.

The Opportunity

We are seeking an experienced

Digital Experience Architect

to define and evolve end-to-end customer and partner support experiences across HPE Networking's digital ecosystem.

As the domain architect for digital customer support portal, you will be responsible for customer journey design, workflow architecture, platform integration, and experience optimization. You will identify opportunities to simplify customer interactions, eliminate process redundancies, increase self-service adoption, and leverage AI, analytics, and automation to create seamless omnichannel experiences. Working across portals, knowledge platforms, entitlement systems, identity services, analytics platforms, and AI-powered solutions, you will help shape the future of digital support for HPE Networking customers and partners.

What You'll Do:

Define and optimize end-to-end customer and partner journeys across support and services experiences.
Design future-state workflows for case management, case lifecycle management, RMA, onboarding, entitlement management, licensing, asset visibility, software delivery, knowledge consumption, and support services.
Develop service blueprints, capability maps, process architectures, and experience standards that align customer needs with business objectives.
Identify friction points, process inefficiencies, and redundancies across customer and operational workflows, and define scalable solutions to address them.
Architect omnichannel engagement models spanning portals, virtual assistants, chat, notifications, knowledge platforms, and assisted support channels.
Drive adoption of AI-enabled experiences including intelligent search, agentic AI, conversational AI, guided troubleshooting, digital assistants, and recommendation engines.
Leverage customer insights, behavioral analytics, and operational metrics to improve digital adoption, self-service effectiveness, and customer satisfaction.
Partner with Support, Services, Engineering, UX, Knowledge Management, Security, and Business stakeholders to deliver integrated digital experiences.
Support portal modernization, platform consolidation, and digital transformation initiatives.

What You Need To Bring:

10-15 years of experience in Digital Experience Architecture, Service Design, Customer Experience, Business Architecture, Support Transformation, or related disciplines.
Proven experience designing and optimizing enterprise customer-facing support, services, or self-service experiences.
Expertise in customer journey mapping, service blueprinting, workflow architecture, business process optimization, and digital transformation.
Experience architecting, building, or modernizing enterprise customer portals, partner portals, and self-service ecosystems supporting capabilities such as case management, RMA, entitlement management, asset management, licensing, software delivery, technical documentation, notifications, and AI-assisted support.
Strong understanding of customer support operations, service delivery, knowledge management, onboarding, entitlement management, and digital engagement models.
Experience leveraging analytics and customer insights to drive measurable experience improvements.
Bachelor's degree in Engineering, Computer Science, Information Systems, Business, or a related field.

Digital Experience Platforms

Enterprise customer portals, partner portals, self-service platforms, and omnichannel support ecosystems.
Case Management, Case Lifecycle Management, Online RMA, Asset & Contract Management, Entitlement Management, License Management, Software Delivery, Technical Documentation, Customer Notifications, and Self-Service Experiences.
Enterprise search, knowledge management, and content discovery platforms, including Coveo or similar solutions.

Analytics & AI

Adobe Analytics, Customer Journey Analytics, Power BI, Tableau, and digital experience measurement platforms.
Agentic AI, Generative AI, Conversational AI, Intelligent Search, Recommendation Engines, Guided Troubleshooting, Digital Assistants, and Personalized Support Experiences. The HPE Networking Support Portal includes AI-assisted support and virtual assistant capabilities.

Cloud, Integration & Security

AWS architecture patterns including microservices, event-driven architectures, API-led integrations, serverless computing, cloud-native application design, and workflow orchestration.
Understanding of AWS technologies including API Gateway, Lambda, ECS/EKS, EventBridge, SQS, SNS, Cognito, DynamoDB, Aurora, S3, CloudFront, OpenSearch, Bedrock, SageMaker, CloudWatch, and IAM.
CRM and support ecosystems including Salesforce and Service Cloud.
Identity and Access Management technologies including Okta, SSO, OAuth, SAML, RBAC, identity federation, and access governance.
API integrations, observability, platform resiliency, cybersecurity, privacy, compliance, and secure-by-design architecture principles.

Preferred Qualifications

Experience leading customer portal consolidation, migration, integration, or modernization initiatives.
Experience defining customer journeys and operating models during platform rationalization or digital transformation programs.
Proven ability to eliminate duplicate capabilities and architect unified customer experiences across multiple support platforms.
Experience supporting mergers, acquisitions, or large-scale support platform transformation programs.
AWS, Digital Experience, Customer Experience, Service Design, Architecture, or Analytics certifications are a plus.

Join us in shaping the next generation of intelligent, connected, and scalable digital support experiences that help customers and partners engage, self-serve, and achieve outcomes faster.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here . Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #india #networking

Job

Engineering

Job Level

TCP_04 HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity .

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications. All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual's own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

Not included in the source posting: benefits.

Skills

artificial-intelligenceawsiamcybersecuritygenerative-aioktapower-bisalesforceserverlesstableauux

Who can apply

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