Digital Experience Architect - Customer Portal

At HPE Networking, the Digital Experience & Automation (DEA) team is transforming how customers and partners engage with support and services through modern digital platforms, AI-driven capabilities, and data-driven experiences.

A cornerstone of this strategy is the HPE Networking Support Portal (HPE Networking | Enterprise), HPE Networking's primary digital support platform. The portal provides customers and partners with a unified experience for case management, online RMA processing, asset and contract management, entitlement visibility, license management, software downloads, technical documentation, notifications, AI-assisted support, and digital self-service capabilities.

We are focused on delivering intelligent, scalable, and self-service-first experiences that simplify customer journeys, improve operational efficiency, and drive measurable business value.

We are seeking an experienced Digital Experience Architect to define and evolve end-to-end customer and partner support experiences across HPE Networking's digital ecosystem.

As the domain architect for digital customer support portal, you will be responsible for customer journey design, workflow architecture, platform integration, and experience optimization. You will identify opportunities to simplify customer interactions, eliminate process redundancies, increase self-service adoption, and leverage AI, analytics, and automation to create seamless omnichannel experiences.

Working across portals, knowledge platforms, entitlement systems, identity services, analytics platforms, and AI-powered solutions, you will help shape the future of digital support for HPE Networking customers and partners.

• →Define and optimize end-to-end customer and partner journeys across support and services experiences.
• →Design future-state workflows for case management, case lifecycle management, RMA, onboarding, entitlement management, licensing, asset visibility, software delivery, knowledge consumption, and support services.
• →Develop service blueprints, capability maps, process architectures, and experience standards that align customer needs with business objectives.
• →Identify friction points, process inefficiencies, and redundancies across customer and operational workflows, and define scalable solutions to address them.
• →Architect omnichannel engagement models spanning portals, virtual assistants, chat, notifications, knowledge platforms, and assisted support channels.
• →Drive adoption of AI-enabled experiences including intelligent search, agentic AI, conversational AI, guided troubleshooting, digital assistants, and recommendation engines.
• →Leverage customer insights, behavioral analytics, and operational metrics to improve digital adoption, self-service effectiveness, and customer satisfaction.
• →Partner with Support, Services, Engineering, UX, Knowledge Management, Security, and Business stakeholders to deliver integrated digital experiences.
• →Support portal modernization, platform consolidation, and digital transformation initiatives.

• 10-15 years of experience in Digital Experience Architecture, Service Design, Customer Experience, Business Architecture, Support Transformation, or related disciplines.
• Proven experience designing and optimizing enterprise customer-facing support, services, or self-service experiences.
• Expertise in customer journey mapping, service blueprinting, workflow architecture, business process optimization, and digital transformation.
• Experience architecting, building, or modernizing enterprise customer portals, partner portals, and self-service ecosystems supporting capabilities such as case management, RMA, entitlement management, asset management, licensing, software delivery, technical documentation, notifications, and AI-assisted support.
• Strong understanding of customer support operations, service delivery, knowledge management, onboarding, entitlement management, and digital engagement models.
• Experience leveraging analytics and customer insights to drive measurable experience improvements.
• Bachelor's degree in Engineering, Computer Science, Information Systems, Business, or a related field.

• Experience leading customer portal consolidation, migration, integration, or modernization initiatives.
• Experience defining customer journeys and operating models during platform rationalization or digital transformation programs.
• Proven ability to eliminate duplicate capabilities and architect unified customer experiences across multiple support platforms.
• Experience supporting mergers, acquisitions, or large-scale support platform transformation programs.
• AWS, Digital Experience, Customer Experience, Service Design, Architecture, or Analytics certifications are a plus.

• Enterprise customer portals, partner portals, self-service platforms, and omnichannel support ecosystems.
• Case Management, Case Lifecycle Management, Online RMA, Asset & Contract Management, Entitlement Management, License Management, Software Delivery, Technical Documentation, Customer Notifications, and Self-Service Experiences.
• Enterprise search, knowledge management, and content discovery platforms, including Coveo or similar solutions.

• Adobe Analytics, Customer Journey Analytics, Power BI, Tableau, and digital experience measurement platforms.
• Agentic AI, Generative AI, Conversational AI, Intelligent Search, Recommendation Engines, Guided Troubleshooting, Digital Assistants, and Personalized Support Experiences. The HPE Networking Support Portal includes AI-assisted support and virtual assistant capabilities.

• AWS architecture patterns including microservices, event-driven architectures, API-led integrations, serverless computing, cloud-native application design, and workflow orchestration.
• Understanding of AWS technologies including API Gateway, Lambda, ECS/EKS, EventBridge, SQS, SNS, Cognito, DynamoDB, Aurora, S3, CloudFront, OpenSearch, Bedrock, SageMaker, CloudWatch, and IAM.
• CRM and support ecosystems including Salesforce and Service Cloud.
• Identity and Access Management technologies including Okta, SSO, OAuth, SAML, RBAC, identity federation, and access governance.
• API integrations, observability, platform resiliency, cybersecurity, privacy, compliance, and secure-by-design architecture principles.

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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