Title:
Process Architect (x2)
Duration:
6+ months
Start Date:
ASAP
Location:
Remote
W2/C2C:
W2 Only
Job Description:
We’re looking for a Process Architect focused on CX workflows—a systems thinker who will design the structured support processes that agents and AI rely on to help our customers. You’ll architect scalable, logic-driven workflows that power resolution across every channel and touchpoint. If you’re energized by complex challenges, thrive in ambiguity, and want to build the blueprint for world-class customer support, we want to hear from you.
- Design modular, machine-readable CX workflows that drive agent actions and power AI decisioning across customer support channels.
- Author clear, logic-driven procedures that eliminate ambiguity and enable accurate resolution at scale.
- Apply Lean Six Sigma (LSS) methodologies to optimize existing workflows and build new ones that are automation-ready and resilient.
- Collaborate with Legal, Product, Ops, Compliance, and Security to turn complex requirements into executable support procedures.
- Lead end-to-end process design and documentation, proactively identifying risks and embedding controls early.
- Support product launches by developing launch-ready support flows that ensure agents and systems are equipped from day one.
- Continuously improve CX operations by identifying opportunities to increase speed, consistency, and customer satisfaction.
- Ensure scalability and interoperability across support systems, tools, and automation frameworks.
Requirements
- 5+ years of experience designing support workflows within CX, customer support, or operations.
- Lean Six Sigma Black Belt certification with a track record of applying structured methodologies to real-world processes.
- Deep experience designing machine-readable, automation-friendly workflows consumed by both agents and AI systems.
- Exceptional procedural writing skills—your documentation is unambiguous, logic-based, and action-ready.
- A systems thinker who understands how people, tools, and data interact in a high-volume support environment.
- Strong cross-functional communicator who can align stakeholders across Legal, Product, Compliance, and Ops.
- A proactive, ownership-first mindset with a bias for clarity, structure, and operational excellence.
- Experience using tools such as Lucidchart, Miro, or Contentful to model and document workflows.
- Understanding of how AI/ML systems ingest and act on structured process data.
- Familiarity with support platforms such as Salesforce, Zendesk, or similar.
- Background in crypto, fintech, or highly regulated industries.
DeWinter Group and Maris Consulting is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We post pay scales which are based on our client pay ranges. DeWinter, Maris, and our clients have the right to modify the requirements of the role which can impact the pay ranges posted.
