Experienced Senior Data Architect – Big Data, Voice of Customer Analytics & Live Chat Support (Remote, $35/Hour) at arenaflex

Join arenaflex and Help Shape the Future of Customer Experience Through Data-Driven Innovation

At arenaflex, every colleague is recognized for the unique contributions, leadership, and measurable impact they bring to the organization. We believe that when talented individuals are empowered to share in the company's success, the entire team wins. Together, we uphold the core values that define who we are and deliver on our unwavering promise to provide the world's most exceptional customer experience—every single day. Our culture is built on the highest standards of integrity, where every person is seen, heard, and valued. If you are a seasoned data professional with a passion for transforming complex customer insights into scalable, innovative solutions, we invite you to become part of Team arenaflex. Help us lead the way forward in a remote, dynamic, and globally connected environment based in beautiful Costa Rica.

This role is more than just a data entry or live chat support position. As a Senior Data Architect at arenaflex, you will be at the forefront of revolutionizing our end-to-end Voice of the Customer (VOC) program. With more than 5 million surveys received from clients annually across the consumer, business, and merchant sectors, our Customer Listening Team serves as the analytical engine that powers smarter business decisions worldwide. The Senior Data Architect will play a critical role in designing, building, and scaling the data infrastructure that underpins this massive global initiative—translating raw feedback into actionable intelligence for product owners, business leaders, and operational teams.

Key Responsibilities

As a Senior Data Architect at arenaflex, you will be entrusted with a broad range of high-impact responsibilities. Your work will directly influence how we collect, process, model, and deliver customer insights at a global scale. Below is a comprehensive overview of what your day-to-day contributions will look like:

• Support End-to-End VOC Strategy Development: Collaborate with cross-functional stakeholders to design, develop, and maintain the next-generation Voice of the Customer methodology, sourced from our Cornerstone platform and fully integrated with the Qualtrics-hosted survey and dashboard environment. This includes shaping how 40+ surveys (translated into more than 10 languages and deployed across 20+ countries) feed into a unified, global analytics framework.
• Partner With Product and Process Owners: Work hand-in-hand with Product Owners, Process Leads, Qualtrics subject matter experts, and the Agile technology team to ensure seamless alignment between business requirements and technical execution. Your ability to translate ambiguous business needs into concrete technical deliverables will be essential to your success.
• Capture and Frame Business Requirements: Engage deeply with utility teams to define, document, and refine the data and reporting requirements that power strategic decision-making across the enterprise. You will serve as the bridge between functional stakeholders and the engineering community.
• Leverage Voice of the Customer Expertise: Apply your deep understanding of VOC methodologies to transform and enrich the data flowing through the Cornerstone Big Data platform, ensuring that every insight is accurate, contextual, and actionable.
• Design Robust Data Models: Architect and build scalable, high-performance data models that support optimal data processing and enforce standardized metric definitions across all reporting layers. This includes designing star schemas, slowly changing dimensions, and fact tables that support a wide range of analytical use cases.
• Build Big Data and Real-Time Analytical Solutions: Leverage transformational technologies such as Hadoop, HDFS, MapReduce, Hive, Spark, and Python to deliver innovative solutions that guarantee data quality, integrity, and accuracy through rigorous testing at both the variable and use-case level.
• Optimize Computing Efficiency: Proactively identify opportunities to enhance capabilities, drive efficiency, and improve performance across the Big Data ecosystem. Your recommendations will help shape the future of arenaflex's data engineering practices.
• Drive User Story Analysis and Elaboration: Lead the analysis and elaboration of user stories, design and develop software applications, and contribute to building automated testing and deployment tools that accelerate delivery.
• Automate Manual Processes: Proactively identify repetitive, manual tasks and design automation solutions to improve quality, reduce errors, and free up valuable engineering time for higher-value work.
• Collaborate Across GSN and AET Teams: Work closely with partners from Global Servicing Network (GSN) and American Express Technologies (AET) to prioritize, define, develop, and test the data assets that fuel diverse VOC use cases. Your cross-functional collaboration will be central to delivering the end-to-end VOC strategy.

Essential Qualifications and Skills

To thrive in this role, you will need a strong technical foundation combined with exceptional business acumen and communication skills. The ideal candidate will bring the following qualifications and demonstrated experience:

• Hands-On Development Experience: A minimum of 3+ years of professional, hands-on development experience with Hive, Hadoop, PySpark, Python, and shell scripting languages, with a strong track record of delivering production-grade data solutions.
• Release Management and Troubleshooting Expertise: Solid experience with development release management processes and a demonstrated ability to troubleshoot complex, data-driven projects end-to-end.
• Business Requirements Translation: Proven ability to actively collaborate with relationship managers and product owners to understand functional requirements and convert them into clear, actionable technical deliverables.
• Agile Methodology Fluency: Deep familiarity with Agile delivery frameworks, including the practice of delivering small, incremental product enhancements at regular intervals to business stakeholders. Experience working in Scrum or Kanban environments is highly preferred.
• Data Modeling Proficiency: Strong understanding of dimensional modeling, data warehousing principles, and the design of scalable, maintainable data architectures.
• Big Data Ecosystem Knowledge: Comprehensive knowledge of the Hadoop ecosystem and related technologies, including HDFS, MapReduce, Hive, Spark, and related tooling.

Preferred Qualifications

While not strictly required, the following qualifications will help you stand out as an exceptional candidate:

• Experience working with Qualtrics or similar customer experience survey platforms.
• Familiarity with Cornerstone or other large-scale data integration platforms.
• Prior experience supporting Voice of the Customer or customer experience analytics programs.
• Exposure to real-time streaming technologies and event-driven architectures.
• Working knowledge of cloud-based data platforms (AWS, Azure, or GCP) and modern data lakehouse architectures.
• Experience with CI/CD pipelines, infrastructure as code, and DevOps practices for data engineering.

Skills and Competencies for Success

Beyond technical expertise, success in this role will require a well-rounded set of professional competencies:

• Analytical Thinking: The ability to break down complex, ambiguous business problems and translate them into structured, data-driven solutions.
• Communication: Exceptional written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences and influence stakeholders at all levels.
• Collaboration: A natural team player who thrives in cross-functional, global environments and builds strong working relationships across geographies and disciplines.
• Ownership and Accountability: A proactive, self-directed mindset with a strong sense of ownership over the quality and timeliness of deliverables.
• Innovation: A continuous improvement orientation, always looking for new ways to automate, optimize, and elevate the work.
• Adaptability: Comfort operating in a fast-paced, evolving environment where priorities can shift quickly and ambiguity is the norm.

Career Growth and Learning Opportunities

At arenaflex, we believe that investing in our colleagues' growth is investing in our collective future. As a Senior Data Architect, you will have access to a wide range of career development resources, including structured education assistance, certification support, and dedicated mentorship programs. You will work alongside some of the brightest minds in the industry, gaining exposure to cutting-edge technologies, global projects, and senior leadership. Whether your ambition is to deepen your technical expertise, move into people leadership, or pivot into product or strategy roles, arenaflex provides a clear and supportive pathway to help you achieve your long-term career goals.

Work Environment and Company Culture

arenaflex is committed to fostering a workplace where every colleague feels a deep sense of belonging, purpose, and opportunity. Our culture is built on the foundation of trust, integrity, and mutual respect. We celebrate diversity in all its forms and believe that a wide range of perspectives drives better outcomes for our customers and our business. As a remote team member based in Costa Rica, you will be part of a globally distributed workforce that values flexibility, collaboration, and outcome-driven performance. We embrace a flexible working model that adapts to the needs of each role and business area, whether that means hybrid, onsite, or fully digital arrangements. You will have the autonomy to do your best work, supported by leaders who are committed to your well-being and success.

Compensation, Perks, and Benefits

We reward our colleagues with a comprehensive and competitive total rewards package that supports their holistic well-being—physically, financially, and intellectually—at every stage of life. Our benefits include:

• Competitive Base Salary: A market-aligned base compensation structure that reflects your skills, experience, and impact, with this role offering an hourly rate of $35/hour.
• Bonus Incentives: Performance-based bonus programs designed to recognize and reward exceptional contributions to team and business success.
• Financial Well-Being and Retirement Support: Robust retirement planning resources and financial wellness programs to help you secure your future.
• Flexible Working Model: A modern work environment that supports hybrid, onsite, or fully remote arrangements depending on role and business needs.
• Generous Paid Parental Leave: Industry-leading paid parental leave policies (subject to location) that support you and your growing family.
• Global On-Site Well-Being Facilities: Free access to international well-being centers staffed with nurses and doctors (subject to location), giving you peace of mind wherever you are.
• Mental Health and Counseling Support: Complimentary and confidential counseling services through our Healthy Minds program, designed to support your mental and emotional well-being.
• Career Development and Education Opportunities: Comprehensive learning resources, tuition assistance, and professional development programs to help you grow your career on your terms.

Your Next Step: Apply Today

If you are a driven, talented data professional looking to make a meaningful impact on a global scale, arenaflex is the place for you. This is more than a job—it's an opportunity to help shape the future of customer experience analytics, work with world-class colleagues, and grow your career in a culture that truly values your contributions. Don't miss your chance to be part of a team that is leading the way forward in data, technology, and customer-centric innovation.

Apply today and take the next step in your career journey with arenaflex. We look forward to welcoming you to the team.