OpenText Exstream SME / CCM Solution Architect

Position Name – OpenText Exstream SME / CCM Solution Architect

Type of hiring – Fulltime

Location – Toronto, ON (Hybrid – 3 days a week)

Job Description:

We are seeking an experienced OpenText Exstream SME to work closely with business stakeholders, delivery teams, and support organizations in an onsite customer-facing role.

The ideal candidate will possess strong expertise in OpenText Exstream development, Application Management Support (AMS), solution architecture, and Cloud Native deployments, while acting as the primary point of contact for customer communication management initiatives.

The candidate will provide technical leadership, drive solution design, support production operations, and collaborate directly with client business and IT teams to ensure successful delivery and continuous improvement of customer communication platforms.

Roles & Responsibilities:

• Serve as the primary onsite SME and trusted advisor for OpenText Exstream-related initiatives.
• Design, develop, enhance, and support enterprise CCM solutions using OpenText Exstream.
• Lead AMS activities including incident resolution, problem management, service improvements, and production support.
• Collaborate with business stakeholders, architects, and technical teams to define and implement scalable CCM solutions.
• Develop and maintain applications using Exstream Design Manager, Communications Builder, Orchestration, Control Center, Runtime Engine, and Interactive Communications.
• Drive platform modernization, cloud-native adoption, upgrades, and migration initiatives from legacy CCM platforms to OpenText Exstream.
• Perform technical design reviews, code reviews, and ensure adherence to best practices and governance standards.
• Provide production support, troubleshooting, root cause analysis, and performance optimization.
• Mentor development and support teams on OpenText Exstream capabilities and implementation standards.
• Participate in solution architecture and roadmap discussions supporting long-term CCM strategy.

Qualifications & Skills :

• 8-15+ Years of overall experience in Customer Communications Management (CCM) solutions.
• Minimum 5+ Years of hands-on experience with OpenText Exstream (Version 16 or higher preferred).
• Strong expertise in:
• Exstream Design Manager
• Communications Builder / Orchestration / Control Center
• Runtime Engine
• Interactive Communications
• Document Composition & Correspondence Management
• Experience in OpenText Exstream platform upgrades, migrations from legacy CCM platforms, and modernization initiatives.
• Strong understanding of AMS support models, incident management, and production support processes.
• Experience with Cloud Native architectures and deployments.
• Excellent stakeholder management and customer-facing communication skills.
• Ability to work independently in an onsite environment and lead technical discussions with business and IT teams.