Senior Solution Architect, Customer Service

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations.

The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.

The Customer Service Solution Lead is responsible for designing, implementing, and optimizing technology solutions that enable world-class customer service experiences. You will partner with business analysts, technical teams, and enterprise architects ensuring that customer service platforms and processes align with organizational goals, deliver scalability, end-to-end architectures and enhance customer satisfaction. .

This role is ideal for a forward-thinking technologist who thrives in a collaborative, fast-paced environment and enjoys bridging the gap between business need and technical execution.

1. Solution Design & Architecture

• Design end-to-end technical solutions across ResMed's product, data, and enterprise ecosystems.
• Develop and document architectural blueprints, including system diagrams, integration models, and data flows.
• Ensure designs align with enterprise architecture principles, security policies, and compliance standards (HIPAA, GDPR, etc.).

2. Technical Leadership

• Partner with engineering teams to guide implementation and ensure architectural integrity throughout the delivery lifecycle.
• Conduct design reviews and enforce technical best practices across systems and teams.
• Champion scalability, performance, and reliability in all solution designs.

3. Stakeholder Engagement & Innovation

• Collaborate with business leaders and product managers to translate requirements into technical solutions.
• Communicate complex architecture concepts clearly to technical and non-technical audiences.
• Provide technical leadership during vendor evaluations and technology selection processes.
• Evaluate emerging technologies and contribute to the evolution of ResMed's digital health architecture.
• Participate in proof-of-concepts (POCs) and solution pilots to validate new ideas and technologies.

5. Governance & Continuous Improvement

• Maintain architectural documentation and design standards.
• Promote adherence to ResMed's data governance, security, and compliance frameworks.
• Contribute to the continuous improvement of architecture processes, tools, and methodologies.

Required:

• Bachelor's degree in Computer Science, Engineering, or related field.
• 7+ years of experience in systems or solutions architecture, with hands-on experience designing enterprise or cloud solutions.
• Proven experience with cloud platforms (e.g., AWS, Azure, GCP).
• Strong understanding of enterprise systems, middleware, microservices, APIs, and DevOps practices.
• Excellent communication and presentation skills.

Preferred:

• Experience in healthcare, Medtech, or regulated industries (HIPAA, ISO 13485, GDPR).
• Certifications such as TOGAF, AWS Certified Solutions Architect, Azure Solutions Architect Expert.

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Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now We commit to respond to every applicant.