Rita K.

Automation Architect / Integration Architect – IBM Business Automation Workflow (BAW)

Role: Automation Architect Integration Architect Ibm Business Automation Workflow (Baw) at Better Business Bureau
Location: Charlotte, NC, US
LinkedIn followers: 500 followers

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Experience

Automation Architect Integration Architect Ibm Business Automation Workflow (Baw)
Better Business Bureau
Jul 2024 — Present · Charlotte, NC, US
InMoment (NPS/CSAT) Integration – Automation & Integration ArchitectureDesigned and implemented the full end-to-end integration between IBM BAW and InMoment to automate customer feedback (NPS/CSAT) workflowsDriving end-to-end automation and integration architecture across IBM BAW and multiple enterprise platforms including HubSpot CRM, Azure Graph API, Aircall, and InMoment. I specialize in designing scalable workflows, robust API integrations, and cross-system automation patterns that connect complex business processes with modern digital platforms.Key Responsibilities & Contributions:Architected BAW ↔ InMoment integration for automated NPS survey triggering and response ingestion.Designed the end-to-end data flow: survey trigger → survey send → response callback → response processing → case workflow routing.Built mapping logic for NPS score, comment, metadata fields (email, customer name, location, channel, etc.).Handled multi-response scenarios, duplicate response IDs, and conditional business logic for negative scores.Implemented secure API authentication and response parsing logic in BAW.Designed retry strategy for failed survey callbacks and InMoment response delays.Collaborated with business teams to design sentiment-driven workflows and automatic follow-up processes.Implemented dashboard and reporting logic for NPS tracking and real-time customer feedback visibility.Created technical documentation: mapping sheets, integration diagrams, error matrix, and architecture flow.ImpactAutomated customer feedback loopReduced manual follow-up and improved response processing accuracy.Enabled deeper customer insights and improved service recovery workflows.Established a repeatable pattern for integrating external survey platforms.

Education

S T J Institute of Technology, RANEBENNUR
Bachelor's of Engieneering, Computer Science
2010 — 2013

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Current company

Better Business Bureau

Technology; Information and Media · 3.4K employees · Founded 1912 · New York City, New York, United States

Inc. is the global headquarters and governing body of the Better Business Bureau network, uniting more than 90 local organizations across the United States and Canada, the Institute for Marketplace Trust, and TrustCore. Inc. establishes the standards, governance framework, technology, and shared operating infrastructure that power one of the world’s most recognized and enduring credibility networks. Each year, more than 200 million people turn to for trusted marketplace intelligence covering more than 5.8 million businesses. More than Accredited Businesses commit to and are held accountable under the Standards for Trust. Thousands of professionals embedded in local communities translate those standards into real oversight, dispute resolution, consumer protection, and business credibility every day. For more than a century, has defined how trust functions between businesses and consumers. Through tools such as Scam Tracker and a steadfast commitment to transparency, ethical conduct, and marketplace integrity, helps prevent fraud, elevate responsible businesses, and protect consumers at scale. Today, Inc. is reintroducing to the world through a renewed global brand and TrustCore, its next-generation technology platform. TrustCore unifies the network’s data, systems, and marketplace intelligence into a single operating platform designed to modernize consumer and business experiences while enabling mission-aligned, data-driven services and partnerships. With unmatched local presence, international coordination, and more than a century of earned credibility, stands uniquely positioned to translate trust into measurable marketplace accountability. As trust becomes the defining currency of the digital economy, is setting the standard for how trust is built, verified, and sustained in the AI era and for the century ahead.

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Experience

Automation Architect Integration Architect Ibm Business Automation Workflow (Baw)

Education

S T J Institute of Technology, RANEBENNUR

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