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Position Overview

We are seeking a highly experienced Digital Operations Architect to lead the design, automation, analytics, and reporting strategy across our operational technology ecosystem.

This role is responsible for architecting scalable automation frameworks, designing modern SharePoint environments, building executive-level dashboards, and transforming operational data into actionable business intelligence. The ideal candidate combines deep technical expertise with strong operational insight and the ability to translate data into strategic recommendations.

This is a senior-level role requiring ownership, initiative, and the ability to operate independently while supporting executive leadership with accurate, high-quality reporting and automation solutions.

Key Responsibilities

Automation Architecture & Systems Integration

• Design, implement, and maintain enterprise-level automation workflows across platforms including Zendesk, Zoom, Lightico, Zapier (or similar tools), Microsoft SharePoint, and the Microsoft 365 suite.
• Develop API-driven integrations using webhooks and scripting (e.g., JavaScript or Python).
• Optimize and scale automation solutions to improve operational efficiency and reduce manual processes.
• Monitor automation performance and proactively recommend enhancements.
• Ensure documentation of workflows, system configurations, and architecture standards.

SharePoint Architecture & Design

• Architect and design modern SharePoint Online environments aligned with operational needs.
• Develop structured SharePoint portals and operational dashboards.
• Build automated workflows using Power Automate.
• Create custom HTML-based SharePoint pages for reporting and executive presentation.
• Implement governance frameworks for document management and data organization.
• Continuously improve usability, structure, and performance of SharePoint solutions.

Business Intelligence & Reporting

• Develop and maintain executive dashboards and operational scorecards.
• Build advanced reporting solutions using Power BI, Excel (Power Query, Power Pivot), and SharePoint-integrated reporting tools.
• Define, track, and standardize key operational KPIs including production volume trends, call center performance metrics, SLA adherence, workflow efficiency, productivity per headcount, and automation impact.
• Analyze data to identify trends, risks, and performance improvement opportunities.
• Deliver clear, concise executive summaries with data-driven recommendations.

Operational Performance Analysis

• Interpret operational data across production and service environments.
• Conduct root cause analysis on performance gaps.
• Identify automation and process improvement opportunities based on data trends.
• Support capacity planning and forecasting initiatives.
• Translate operational complexity into measurable performance insights.

Executive Communication & Documentation

• Prepare board-ready reporting materials.
• Present findings and dashboards to leadership.
• Maintain comprehensive documentation of automation frameworks and reporting logic.
• Communicate complex technical and analytical concepts in a clear, business-focused manner.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Data Analytics, or related field.
• Minimum of 10 years of relevant experience in automation architecture, systems integration, SharePoint development, business intelligence, or operational systems support.
• Advanced experience with Microsoft SharePoint Online and Power Automate.
• Proven experience developing dashboards and reporting solutions using Power BI and advanced Excel.
• Strong proficiency in HTML and web page development for SharePoint environments.
• Experience integrating systems using APIs and webhooks.
• Demonstrated understanding of operational metrics in production, service, call center, or support environments.
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent written and verbal English communication skills.
• Ability to work independently in a remote environment while managing multiple priorities.

Preferred Qualifications

• Experience in insurance, financial services, or operations-intensive industries.
• Experience working with remote, international teams.
• Lean, Six Sigma, or continuous improvement background.
• Experience supporting contact center environments and performance analytics.