Principal Architect, CX Analytics & Automation
Listed on 2026-10-16
-
IT/Tech
Business Systems & Technology Analysis, AI Engineer (Applied/Software), Data Engineering
US | TN | Remote
US | DC | Remote
Full time
J0108722
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
JOB DESCRIPTION Principal Architect, CX Analytics & AutomationFunction:
Customer Excellence (CX)
Reports To:
Senior Director, North America CX Delivery
Job Level: P5 Individual Contributor – Technical & Analytical IC
Location:
US-Based - Remote
Job Summary
The Principal Architect - CX Analytics & Automation is a US-based technical and analytical individual contributor serving as the primary thought leader in Customer Excellence Analytics and Automation. This role is responsible for architecting complex Account-to-Cash (A2C) and Customer Care solutions to support enterprise operations and drive bad debt expense (BDE) improvements and broader operational cost savings through transformation and automation.
Serving Collections Strategy and acting as an Analytics and Automation Advisor across Revenue, this role maps end-to-end process architectures to eliminate root friction across the full range of A2C and Customer Care scopes.
Job Level
Serves as the primary thought leader and senior technical IC supporting enterprise operations in CX Analytics and Automation. Translates deep business understanding of A2C and Customer Care scopes into solution architecture, automation roadmaps, and analytics strategies that drive efficiency and bad debt reduction.
What You'll DoThought Leadership & CX StrategyServe as the primary thought leader in the Customer Excellence Analytics and Automation space, driving technical and analytical strategy across enterprise operations.
Act as Analytics and Automation Advisor across Revenue to identify opportunities for driving broader operational cost savings.
Partner closely with Collections Strategy leadership to support BDE mitigation targets through advanced analytics and automated workflows.
Architect complex A2C and Customer Care solutions leveraging deep business understanding of end-to-end revenue processes.
Map end-to-end value streams and process architecture to identify and eliminate root friction in collections and customer care workflows.
Oversee customer master data management strategies and structure complex customer hierarchies to ensure seamless data integrity and reporting across global enterprise accounts.
Drive BDE and operational cost savings through transformation, process re-engineering, and automation initiatives.
Provide strong analytical expertise in collections strategy and automation across the full range of A2C and Customer Care scope.
Design and deliver analytical tools and automated frameworks to unblock complex collection barriers and streamline decision-making.
Extensive experience in CX Analytics and Automation, serving as a primary thought leader in solution architecture.
Deep business understanding of…
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