Job Description

About Pinnacle Intelligence:

Pinnacle Intelligence partners with automotive dealerships and enterprise clients to deliver operational excellence, scalable support, and measurable performance outcomes. Through a combination of industry expertise, disciplined execution, and global delivery teams, we help our clients operate smarter, faster, and more profitably.

The Solutions Architect – Business Operations & Back-Office Technology serves as the strategic and technical bridge between the Philippines-based BPO operations team and the global technology engineering team. This role is responsible for deeply understanding how back-office and communications workflows operate on the ground, translating those operational realities into structured technology requirements, and ensuring that software solutions are designed to solve the specific problems operators face every day.

This is a senior, cross-functional role requiring both operational fluency and technical depth. The Solutions Architect must be equally effective on the operations floor — understanding a warranty claim exception workflow or a communications queue escalation — and in a technical architecture session discussing integration patterns and system design. The role is critical to ensuring that technology investment delivers measurable operational benefit.

Key Responsibilities:

1. Operational Requirements Analysis

• Engage directly with BPO operations teams in the Philippines to understand current workflows, process exceptions, escalation patterns, and manual steps across warranty processing, back-office accounting, and customer communications functions.
• Document as-is operational processes in sufficient detail to inform technology design — including business rules, edge cases, volume characteristics, and regulatory constraints.
• Identify inefficiencies, error-prone manual steps, and high-frequency repetitive tasks that are candidates for automation or digital tooling.
• Conduct structured discovery sessions with operations leads, supervisors, and frontline staff to capture ground-level process knowledge.

2. Technology Requirements Translation

• Convert operational requirements and business rules into clear, structured technical specifications — including functional requirements documents, business logic definitions, data flow diagrams, and acceptance criteria.
• Serve as the primary interface between operations and engineering teams, ensuring developers have unambiguous, complete requirements before work begins.
• Define and maintain a requirements library that reflects current operational reality and evolves as workflows change over time.
• Identify dependencies, integration points, and constraints that affect solution design, and communicate these proactively to engineering and product teams.

3. Solutions Architecture & Design

• Propose and validate architectural approaches for back-office technology solutions covering warranty processing automation, business office workflows (including deal posting, receivables management, and accounting close cycles), and customer communications management platforms.
• Review technical designs from engineering teams and provide feedback to ensure alignment with operational constraints, user needs, and business rules.
• Define integration patterns between internal platforms and third-party systems including Dealer Management Systems (DMS) and Original Equipment Manufacturer (OEM) portals.
• Evaluate build vs. integrate trade-offs and provide recommendations grounded in operational impact analysis.

4. Stakeholder Communication & Alignment

• Facilitate regular working sessions between operations leads, product managers, and engineering leads to maintain shared understanding of priorities, trade-offs, and delivery progress.
• Prepare clear documentation — including process maps, solution overviews, and decision logs — suitable for both technical and non-technical audiences at multiple levels of the organisation.
• Proactively identify and surface conflicting requirements, design assumptions, or scope ambiguity before they result in downstream rework or operational disruption.
• Present solution proposals and status updates to senior leadership as required.

5. Quality Assurance & Validation

• Define test scenarios and acceptance criteria for back-office technology features based on real operational workflows, not abstract specifications.
• Participate in user acceptance testing alongside operations staff to verify that delivered solutions address actual operational needs with appropriate accuracy and reliability.
• Provide structured, actionable feedback to engineering when delivered functionality does not match operational intent.

6. Continuous Improvement

• Monitor deployed solutions post-launch to identify gaps, performance issues, and emerging operational requirements as workflows evolve.
• Proactively recommend enhancements to reduce manual intervention, improve accuracy, and increase throughput across back-office operations.
• Stay current with relevant technology trends in workflow automation, communications platforms, and back-office systems applicable to the BPO and automotive services industry.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical discipline.
• Minimum 5 years of professional experience in a solutions architecture, business analysis, or systems analysis role within a technology or BPO environment.
• Demonstrated experience translating complex operational or business processes into technology requirements and system designs.
• Proficiency in producing technical documentation — including process flow diagrams, data flow maps, API specifications, and functional requirement documents.
• Strong working knowledge of software development lifecycles and the ability to collaborate effectively within agile delivery teams.
• Experience with system integration, including enterprise platforms, DMS systems, ERP solutions, or communications platforms.
• Excellent written and verbal communication skills in English; ability to present confidently to senior stakeholders.

Preferred Qualifications

• Prior experience in automotive dealership operations, BPO, or financial back-office environments.
• Familiarity with warranty processing, accounts receivable, deal posting, or customer communications workflows.
• Experience supporting geographically distributed teams across Asia-Pacific and North America.
• Exposure to AI-assisted process automation or intelligent workflow platforms.

Core Competencies

• Operational Empathy — ability to deeply understand and advocate for the needs of operations staff when shaping technology decisions.
• Analytical Rigour — structured, disciplined approach to problem decomposition and requirements documentation.
• Communication Clarity — ability to explain complex technical concepts to non-technical stakeholders, and to translate operational nuance for engineers.
• Cross-functional Influence — credibility and effectiveness when working across operations, product, and engineering without direct line authority.
• Attention to Detail — disciplined documentation practices and consistent follow-through on deliverables and commitments.

Why Join Pinnacle Intelligence?

At Pinnacle Intelligence, you'll work in an environment that values ownership, clarity, and impact You'll have the opportunity to shape client experiences, influence operational strategy, and collaborate with high-performing teams across the U.S. and the Philippines. If you thrive in fast-moving environments and take pride in delivering real results for customers, this is a place where your work will matter.