Automation Architect

About the role

As an SME Application Ticket Analysis across all domains and AI-led Automation Specialist, you will drive measurable contributions with a strong focus on outcomes. You will join the GSA CoE SS team and collaborate closely with Solution Architects, BD Teams, Enterprise Solution Architects, Service Line Architects, Pursuit teams, Delivery Excellence leads, and other stakeholders.

You will have the autonomy to lead, innovate, and continuously improve workflows while maintaining a steadfast commitment to quality and continuous learning. This role centers on thought leadership, problem-solving, and innovation in AMS deal solutioning—particularly across Ticket Optimization, Effort Savings, and productivity improvement—using a range of levers and tools. As part of a team of self-starters, you will create impact with a dynamic community and culture, while benefiting from unmatched learning opportunities.

In this role, you will:

• Perform deep-dive analysis on customers’ large-volume ticket data and derive insights using time-scale visualizations to understand the current state, identify Elimination and Automation use cases, and address customer pain areas
• Create Automation tooling architecture
• Develop a cost model to arrive at cost RL and create a detailed implementation roadmap showcasing YoY improvement in ticket optimization operational efficiency and productivity gain
• Collaborate with Solution Architects and BD Teams to define the scope for the GSA CoE SS team from the customer RFP, RFI, and RFS
• Perform debt analysis on ticket data to identify potential elimination and automation opportunities; suggest the feasibility of Agentification AI Gen AI solutions for the top use cases identified; develop solutions for top Agentic AI use cases, standard automation use cases, and elimination use cases; and derive the Automation Cost and RL
• Conduct deep-dive ticket analysis and volumetric analysis to generate insights, observations, and findings from the ticket data using time-scale visualizations to identify root causes of customers’ current operational and business challenges
• Estimate overall AMS Team size and Day 1 FTE using Org Benchmarks with or without ticket volumetrics data and provide Service Line wise views
• Evaluate and propose automation tools with various service line architects, highlighting good-to-have and must-have tools in the enterprise automation solution, considering tool capabilities, cost, ROI, and implementation roadmap
• Collaborate with Delivery Excellence leads to help the team establish internal and industry benchmarks for estimation
• Participate in deal review calls with pursuit stakeholders on the deliverables and solutions created by GSA CoE SS
• Embrace a vibrant culture by striving for excellence, focusing on meaningful outcomes, and collaborating effectively. Take ownership, build relationships, and focus on personal growth to drive business strategy and foster an inclusive culture—creating unmatched career opportunities and impactful work

What you must have to be considered

• 12+ years of Industry Experience in IT with 7+ years hands-on experience in analyzing ITSM Ticket Data to identify potential optimization opportunities, leveraging Elimination, Traditional RPA, ITPA Automation, Observability, and AIOps Gen AI Agentic AI to create winning solutions for AMS components for RFPs and RFIs
• Deep Dive Ticket Analytics and generate insights and observations to represent current operational challenges in customers’ ecosystem
• Exclusive knowledge and experience on standard and advanced automation tools and technologies including Observability, ITSM, AIOps, LLMs, RPA, and ITPA Tools
• Seamless collaboration with all pursuit stakeholders—Enterprise Solution Architects, Solution Architects, Service Line Architects, Pursuit team operations, change management, pricing, transition, facilities et al—to ensure timely and high-quality proposal and response submission
• Excellent knowledge and experience on Agentic AI implementation both single and multi-agent systems
• Stay up to date with the latest advancements in automation technologies and offerings in the market, and proactively suggest their adoption
• Exclusive knowledge on ITSM tools, SLA Estimation & Productivity
• Create impactful presentations backed by market intelligence to support sales business directors on specific pursuits
• Awareness of best practices in solution architecture with strong knowledge of business processes, IT systems, trending technologies, and solutions to clients
• Exposure to analytics and visualization tools Power BI & Dashboards
• Excellent knowledge on ITIL Certification preferred
• Hands-on experience in Estimation, Pricing & Resource Loading for AMS deals
• Proficiency in Excel and PPT is must
• A strong sense of ownership, desire to create meaningful outcomes, and passion for work that serves a greater good for customers, communities, or global challenges
• The embodiment of Cognizant's Values of: Work as One, Dare to Innovate, Raise the Bar, Do The right Thing, & Own It

These will help you succeed

• Certifications on AI and Automation Tools are good to have
• TOGAF certification is preferred