Sr. Systems Associate (Customer Service Platform)

Hyundai Capital America • Irvine, CA

4d • Hybrid

About The Position

The Sr. Systems Associate (Customer Service Platform) partners with business and technology stakeholders to analyze, design, and support the delivery of customer service platform capabilities within a product-based, transformation-oriented environment. This role is responsible for capturing and documenting business requirements, mapping and optimizing end-to-end service processes, and translating business needs into actionable artifacts that enable incremental platform modernization. Working within an Agile framework, this role supports phased migration efforts, ensures alignment with business objectives and compliance standards, and drives continuous improvement to enhance customer and agent experiences while supporting long-term platform evolution.

Requirements

• Minimum 8 years of progressive experience in cloud architecture, infrastructure engineering, or platform engineering, including strong hands-on AWS experience.
• Experience with cloud monitoring and observability tools such as CloudWatch, Dynatrace, Prometheus/Grafana, Splunk, or similar.
• Experience working with managed service providers and outsourced vendors for cloud operations and delivery.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field.
• Deep expertise in AWS cloud architecture, including multi-account strategies, landing zones, and hybrid cloud designs.
• Proven experience designing production-grade architecture across compute, storage, databases, networking, and security.
• Proven experience leading large-scale cloud migrations and modernization initiatives.
• Design and governance of AWS multi-account environments using AWS Organizations, SCPs, and environment segmentation.
• Strong knowledge of AWS networking (VPC, route tables, security groups/NACLs, Transit Gateway, Direct Connect, Route 53).
• Strong knowledge of AWS security (IAM, KMS, Secrets Manager, security logging/monitoring, threat detection) and secure-by-design principles.
• Experience with infrastructure as code (Terraform and/or CloudFormation) and CI/CD automation.
• Experience with observability and operations: logging/metrics/tracing, on-call practices, and incident/problem management.
• Experience defining landing zones, shared services, and centralized logging architectures.
• Strong understanding of high availability, resiliency, fault tolerance, disaster recovery, and performance optimization in cloud environments.
• Hands-on experience designing multi-AZ and multi-region AWS architectures.
• Ability to align solutions with the AWS Well-Architected Framework and enterprise security standards.
• Strong understanding of enterprise data classification, encryption standards, and key management in cloud environments.
• Proven experience supporting or leading data center exit and application modernization programs.
• Strong documentation skills and ability to produce architecture diagrams, standards, reference architecture, and runbooks.
• Strong communication and stakeholder management skills.
• Ability to communicate complex cloud architectures clearly to both technical teams and executive leadership.

Nice To Haves

• Experience in financial services or automotive industries preferred
• Master’s degree preferred.
• ITIL Foundation certification preferred.
• AWS certifications (Solutions Architect Associate or Professional) and networking certifications preferred.

Responsibilities

• Partner with IT and business stakeholders to capture, analyze, and document functional and non-functional requirements for customer service platform capabilities.
• Translate current- and future-state needs into clear user stories, acceptance criteria, and process flows aligned with product roadmaps, business value, and compliance standards that support platform transformation initiatives.
• Actively participate in Agile ceremonies (sprint planning, backlog grooming, daily stand-ups, sprint reviews, retrospectives) and collaborate with Product Owners and delivery teams to refine user stories and backlogs, clarify requirements, and validate designs.
• Support sprint execution, release readiness, and environment coordination to ensure stable, high-quality delivery of platform enhancements.
• Coordinate and support platform configuration activities, release planning, and environment management in collaboration with technical teams.
• Assist with the preparation, validation, and documentation of system releases, ensuring readiness for deployment into development, test, UAT, and production environments.
• Monitor platform stability, coordinate resolution of incidents or defects impacting business operations, and escalate issues as appropriate.
• Support sandbox refreshes, data migration activities, and integration testing to ensure seamless delivery of new capabilities and platform updates.
• Plan and coordinate user acceptance testing, including scenario development, execution, defect management, and business sign-off.
• Support platform stability through monitoring, incident coordination, defect triage, and post-release validation to ensure solutions meet business, performance, and reliability expectations.
• Drive process optimization and standardization efforts to improve customer and agent experiences.
• Maintain comprehensive documentation (requirements, processes, configurations, etc.) and support change management activities, including training and stakeholder communications, to drive adoption of new platform capabilities.

Benefits

• Medical, dental, and vision plans with no-cost and low-cost options
• Annual employer HSA contribution
• 401(k) matching and immediate vesting
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level: Associate / Sr. Associate: $350
• 100%25 employer-paid life and disability insurance
• No-cost health and wellbeing programs, including a gym benefit
• Six weeks of paid parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice

What This Job Offers

• Job Type: Full-time
• Career Level: Senior