Digital Experience Architect - Customer Portal

About the role

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.

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
• 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

What you need

• 10–15 yrs of experience
• CRM
• AWS
• IAM
• Power BI
• LLMs
• DynamoDB
• B.Tech or B.E. or B.Sc or BCA

Good to have

• M&A
• Tableau
• Microservices
• Elasticsearch
• Salesforce
• User flows