Functional Architect

Verity Group

Functional Architect focusing on digital customer service solutions at a consultancy for digital innovation. Driving AI initiatives and enhancing operational efficiency in customer interactions.

Posted 7/15/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in functional architecture and system integrations, with a strong focus on enhancing customer service solutions through automation and digital transformation. Proficient in creating functional documentation and architecture diagrams while collaborating with cross-functional teams to drive operational efficiency.

Highest-signal resume keywords

Functional ArchitectureREST APIsMicroservicesDigital TransformationEvent-Driven Architecture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Functional AnalysisEnterprise Application ArchitectureSystem IntegrationsArchitecture DiagramsAnalytical ProfileSystems ThinkingMessaging SystemsMCPA2AMulti-Agent Architectures

Soft Skills

CollaborationAnalytical Thinking

Tools & Technologies

CRMIVRChatbotsAI Agents

Industry Keywords

HealthcareInsuranceServicesFinancial Institutions

About the role

Key responsibilities & impact

Drive the evolution of customer service solution architecture, supporting Artificial Intelligence, automation and digital transformation initiatives.
Gain a deep understanding of the functional architecture of service channels.
Identify technical limitations that cause call transfers or overflow and propose improvements that integrate business, technology and customer experience.
Map the functional architecture of digital service journeys.
Understand integrations between APIs, microservices, CRM, IVRs, chatbots, AI agents and legacy systems.
Identify technical bottlenecks that impact operational efficiency and customer experience.
Produce functional documentation and architecture diagrams for the journeys.
Collaborate with architects, developers and business teams to define solutions.
Evaluate opportunities to evolve the architecture to support intelligent agents and automations.
Support the definition of integration and orchestration standards across digital channels.
Participate in technical analyses and define solutions to reduce call transfers and overflow.
Support squads in implementing the identified improvements.
Ensure traceability between business requirements and technical solutions.

Requirements

What you’ll need

Experience in functional architecture or functional analysis of systems.
Knowledge of integrations via REST APIs and web services.
Experience with enterprise application architecture.
Knowledge of microservices and system integrations.
Experience in Contact Center or digital channel projects.
Ability to create functional documentation and architecture diagrams.
Analytical profile and systems thinking.
Plus: Experience in digital transformation projects at large enterprises.
Experience with event-driven architecture and messaging systems.
Knowledge of MCP (Model Context Protocol), A2A (Agent-to-Agent) and multi-agent architectures.
Experience in Healthcare, Insurance, Services or Financial Institutions.

Benefits

Comp & perks

Meal allowance
Food allowance
Home office allowance
Health insurance
Dental insurance
Life insurance
Employee discount partnerships
Discount agreements with retailers and educational institutions
Ongoing agile training