Senior Architect - Enterprise Architecture - Contact Center and Service Delivery

Enterprise Architecture Senior Architect

Career Architecture Title: IT Principal Architect, Enterprise Architecture

Role Title: Senior Architect, Enterprise Architecture Contact Center & Service Transformation

POSITION SUMMARY:

This position plays a pivotal role in the alignment of business vision, technology strategy and investment portfolio execution in our Contact Center and Service Transformation team.

This team is focused on driving the enterprise strategy to unlock accretive value through service delivery transformation and associated customer, agent, and provider experience uplift.

This team will identify horizontal capabilities, align line of business initiatives that move in the direction of destination state, and develop the roadmap of incremental milestones along the way.

You will be an integral part of delivering critical technology and business capabilities that enable differentiated healthcare products as part of our market growth strategy.

As a Senior Architect, you will engage broadly across Enterprise Architecture, Technology, and business Operations partners.

You will engage by initiating, forming, and driving the execution of strategies, roadmaps and architectures that will include modernizing our delivery approach to extract value from our current business as well as increasing value through the introduction of horizontal, composable, digital-first platforms.

In addition, the person in this role should provide a level of thought leadership by bringing an outside-in perspective in making key decisions.

This role requires high levels of influence within our business, technology and Enterprise Architecture organizations, extensive business knowledge and savvy, innovative problem-solving skills, and the ability to marry business and technology into a cohesive value-oriented strategy.

This role is expected to serve as a trusted partner and advisor at all levels within the company.

This role will also provide architectural operations support upon request.

Key areas of focus:


* Develop the enterprise strategy for service delivery, use of horizontal platforms, and value-based milestones to get there


* Contact center platform consolidation / modernization, cloud migration


* New channels and capabilities, self-service, and augmented contact experiences


* Orchestrate and execute test/learn experiments to gather proof points that confirm forecasted value and guide investment decisions

DUTIES & RESPONSIBILITIES:


* Serves as internal leadership consultant, trusted advisor, and tech-savvy business leader with expert knowledge on industry-relevant and emerging technologies as well as agile, iterative, systems-thinking approaches who can guide Business and Technology on how to leverage


* Partners with Technology and Business drive right-sized and timely decisions with well-considered tradeoffs and optionality that advances an aligned Technology and Business strategy


* Articulates strategy and "con...