**Duration: 6 months contract (Possible Extention)** **Job Description:** + A leading global platform in the **cryptocurrency and digital finance space** is seeking a **Process Architect** to join their Customer Experience (CX) team. The organization is committed to delivering trusted, value-driven customer support through automation, self-service, and strategic operational excellence. + This role will focus on designing structured, logic-based CX workflows that are optimized for both agent execution and AI systems across all customer support channels. The ideal candidate will be a systems thinker with deep expertise in process design within high-complexity, high-volume environments. **Responsibilities:** + Design modular, machine-readable support workflows for use by agents and AI platforms + Draft clear, logic-driven procedures that enable accurate, scalable resolution + Apply Lean Six Sigma methodologies to streamline and enhance operational flows + Collaborate with Legal, Product, Compliance, Security, and Operations stakeholders to translate regulatory and business requirements into executable workflows + Lead end-to-end design of support processes, embedding controls and mitigating risk + Ensure readiness of support flows for product launches and platform changes + Continuously identify opportunities for increased customer satisfaction, speed, and consistency + Align process frameworks with automation architecture and CX tooling ecosystems **Experience:** + 5+ years of experience designing customer support workflows in operations, CX, or digital support + Lean Six Sigma Black Belt certification + Proven expertise in creating machine-readable workflows for both human agents and AI/automation tools + Strong procedural documentation skills with attention to logic, clarity, and scalability + Systems-thinking approach to how people, tools, and data integrate in customer operations + Confident cross-functional collaborator across compliance, legal, product, and operations + High degree of ownership with a process-oriented and precision-driven mindset **Skills:** + CX Workflow & Process Design + Lean Six Sigma (Black Belt Level) + Cross-Functional Collaboration & Stakeholder Alignment + Procedural Writing & Documentation + Systems Thinking & Technical Acumen **Education:** + Bachelor’s degree in a related field. **About US Tech Solutions:** US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) . US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.