Job Summary
Scotiabanks Customer Care Platform is a mission-critical ecosystem that drives contact centre operations across the enterprise. It integrates Genesys for IVR and telephony PEGA as the primary CRM application and IBM AS400 for card management functions. As Senior Pega Developer in Production Support you will be the primary resolver for production incidents service requests and ongoing stability work across the PEGA platform. You will work in rotation to ensure 365 coverage
Responsibilities
- Design end to end Pega solutions that orchestrate complex business workflows using case management features to deliver streamlined digital experiences that align with strategic enterprise goals and operational efficiency metrics.
- Develop and optimize Pega data models and integration flows that ensure accurate information exchange between internal platforms and external services while improving performance scalability and reliability of mission critical systems.
- Configure and refine user experience components in Pega to create intuitive accessible and responsive interfaces that reduce processing time enhance customer satisfaction and increase adoption of key digital capabilities.
- Implement robust case life cycle management in Pega including stages processes and validations that support clear audit trails effective exception handling and regulatory compliant operations across diverse business lines.
- Collaborate with product owners business analysts and testers to translate detailed requirements into high quality Pega configurations ensuring that delivered functionality meets acceptance criteria and supports measurable business outcomes.
- Perform code reviews and solution walkthroughs for Pega rules data transforms activities and integrations to maintain adherence to enterprise standards support maintainability and reduce defects in production environments.
- Analyze production incidents and performance issues related to Pega applications then apply root cause analysis and targeted tuning to restore service quickly and prevent recurrence through systematic improvements.
- Coordinate with infrastructure and middleware teams to validate connectivity and security configurations for Pega integrations ensuring that data flows remain protected reliable and compliant with organizational policies.
- Create and maintain detailed technical documentation for Pega applications covering design decisions rule configurations integration contracts and deployment steps to support knowledge sharing and onboarding within the team.
- Support regression and user acceptance testing cycles by preparing test scenarios validating end to end flows in Pega and addressing defects promptly to keep release timelines on track.
- Work effectively in a hybrid model by using collaboration tools and structured communication practices to stay aligned with distributed stakeholders while maintaining productivity during day shift schedules.
- Apply domain understanding of cards and payments when available to shape Pega solution designs that address transaction processing risk controls dispute handling and customer service journeys in financial ecosystems.
- Drive continuous improvement by identifying opportunities to simplify Pega configurations reduce manual steps and introduce reusable components that lower maintenance cost and increase delivery speed for future enhancements.
Qualifications
- Possess five to seven years of hands on experience as a Pega developer with a strong track record of delivering scalable applications that handle complex business processes and data intensive workflows.
- Demonstrate deep proficiency in Pega data management including data pages data transforms and integration mechanisms that support reliable interaction with enterprise systems and external providers.
- Show advanced skills in crafting Pega user experience components such as sections harnesses and flows that provide a consistent intuitive and efficient interface across multiple channels and devices.
- Exhibit solid expertise in Pega case management including case types stages processes and service level configurations that enable structured oversight and timely completion of work across teams.
- Bring practical exposure to cards and payments domain concepts such as transaction life cycles dispute processing and compliance requirements which can be applied to design relevant and resilient Pega solutions.
- Hold strong analytical and problem solving abilities with capacity to troubleshoot complex Pega behaviors interpret logs and propose clear remediation steps that protect system stability and user trust.
- Display effective communication and collaboration skills to work with cross functional stakeholders in a hybrid environment ensuring that technical decisions remain transparent and aligned with organizational priorities.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
