Senior Solutions Architect Cloud Contact Center Platform Innovation Work at Home / Remote

Profile

Description

The Senior Solutions Architect for Customer Experience Center Platform (CECP) Platform Innovation will align to the Enterprise Innovation Office (EIO) for Humana's Contact Center as a Service (CCaaS) Platform (aka 'the Platform') provided by Genesys, Inc. (aka 'the Vendor') and the associated technology ecosystem (example: CJO, voice biometrics, etc.) This innovation office aligns all aspects of the Platform and technologies with Humana's goals ensuring prioritization of key needs across the enterprise. The office will provide the assurance that Humana is fully exploiting and leveraging their investment in the Platforms products, capabilities, features, integrations, services, ecosystem, and training to meet and exceed on these goals.

The Senior Solutions Architect will work with business and technical groups to drive innovation and disruption in the experiences Humana delivers to its customers with platforms, solutions and extensive technology ecosystem. Work assignments will involve moderately complex to complex issues where analysis of situations or data requires in-depth evaluation of multiple factors.

Humana relies on the latest technology and trends for sharing and storing information, communication and security, and driving exceptional market leading customer experiences. We need experts in technology to help us develop and maintain our networks, hardware, and software-to ensure our systems run smoothly and efficiently, keep us on the forefront of innovation in healthcare, and retain our competitive edge. At Humana, we want to help people everywhere, including our associates lead their best lives and achieve lifelong well-being. We look for talented individuals who share this passion for helping others, who have naturally curious and innovative minds, and who want a career where they can use their technical skills to make a positive impact on the lives of our members.

Responsibilities

Be a part of the technology team -- Be a critical cog in cutting edge Healthcare technology!

Humana is seeking a Senior Solutions Architect that will address business challenges by identifying opportunities to drive innovation and disruption in the experiences Humana delivers to its customers. The role begins to influence strategy and makes decisions on moderately complex to complex issues regarding technical approach for project components with limited direction. Exercises considerable latitude in determining objectives and approaches to assignments. The role will include close collaboration and partnership with the IT leadership team, the Platform Delivery team, the Experience Delivery teams, the Platform business sponsors, program leadership team, operations leaders across all Segments, and the Vendor to ensure opportunities for innovation are identified and Vendor engagement is effective in bringing those opportunities to life in a secure and compliant manner.

Primary Responsibilities

Bachelor's or IT degree

At least 5 or more years of experience as a Solutions Architect involving large scale cloud contact center experience platform architecture and delivery on Genesys Cloud, or similar platforms

Partner with business and delivery teams to understand business needs and contribute to platform and solutions innovation initiatives and product roadmaps for the customer experience center platform solutions

Understand how platform and solutions are meeting functional and non-functional requirements, if there are gaps requiring enhancements and drive closure of vendor commitments to product roadmaps or through partner (Genesys AppFoundry) solutions

Identify innovation opportunities and provide reviews

Research disruptive industry trends, how they can improve consumer experiences and provide reviews

Provide best practice recommendations and optimization opportunities within the contact center experience platform and technology ecosystem

Collaborate with internal and external stakeholders on delivery alignment, engage and provide support

Strong analytic, organization and problem solving skills enabling sound decision making

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Enthusiasm and self-motivation essential; a confident change-agent; strong presentation skills (oral and written)

Preferred Skillset

Experience as a Solutions Architect involving large scale cloud contact center experience platforms (SaaS solutions such as Genesys Cloud, Five9, NICE inContact, etc.)

Experience delivering capabilities including (but not limited to): Omnichannel - Queuing, routing, and experience, Softphone, AI/ML, Chatbots & Voicebots, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, etc.

Experience integrating contact center applications with other SaaS solutions such as Salesforce, ServiceNow, MS Dynamics, etc.

Experience delivering Proof-of-Concepts to support evaluations

Architecture development experience across Business, Application, Data and Technology domains

Experience of leading major strategic business and IT transformation programs

Excellent communication and influencing skills

Proven track record of adopting new technologies

Working with vendors to enhance product capabilities

Ability to explain complex technical issues in a way that non-technical people may understand

Using agile methodologies (ex: SAFe), have experience with waterfall as well

Experience in Healthcare a plus

Reporting Relationships

You will report to the Head of CECP Platform Innovation. This area falls under the CIO of Shared Corporate Solutions

Key Competencies

Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same.

Acts Strategically: Makes decisions and sets strategy based on the long-term vision, uses an enterprise-wide perspective to translate strategies into actions, inspires others to embrace and advance the strategy, and creates a clear view of the future state.

Collaborates: Engages others by gathering multiple views and being open to diverse perspectives, focusing on a shared purpose that puts Humana's overall success first.

Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.

Leads Change: Guides and energizes others, models adaptability, and inspires strong organizational performance through periods of transformation, ambiguity, and complexity.

At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana.After applying, we encourage you to join our Talent Network as well, so you can stay informed and up to date on what's happening around our organization in the changing world of healthcare.

#Cloud

#LI-Remote

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com