Senior Architect - Enterprise Architecture - Contact Center and Service Delivery - The Cigna Group
St. Louis, MO
About the Job
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 “connects the dots” to help Business and Technology understand the enterprise strategic direction, technology impacts, and architectural strategic direction / priorities, thus enabling improved decision support, prioritization of efforts, and alignment with enterprise priorities to drive value realization
+ Develops short and long term roadmaps, outlooks, and target state architectures that are aligned with strategies and prioritize both business delivery and technical debt reduction by working through ambiguity to translate business needs to technical drivers
+ Drives programs, initiatives and projects up and down the organizational hierarchy and supports RFPs and client presentations when needed by providing business-facing architectural input and ensuring enterprise mindset is evident
+ Realizes the value of investment portfolio by creating the new and different using an innovative, lean startup, digital-first, product mindset
+ Drives and adapts architecture frameworks, patterns, standards, and components adoption based on organizational and business context.
+ Collaborates with Engineering and Solution Architecture teams on architectural topics and technology formularies
+ Coaches and mentors junior Architects and Technology resources across the enterprise
+ Evangelizes and advocates all things Enterprise Architecture (strategies, roadmaps, target state architectures, frameworks, standards, patterns, processes, etc.)
+ Able to serve across spectrum of Architectural roles (Business and Technology) when needed
+ Drives the Evernorth Architecture team to achieve its full potential by maximizing the effectiveness of its leadership the through organization, prioritization, processing, and funneling of data, information, and recommendations needed to make important decisions and take impactful action
QUALIFICATIONS:
+ Bachelor’s degree in Software Engineering, Computer Science, Engineering or related field, advanced degree a plus
+ 8+ years of experience in a software engineering, infrastructure, or architecture environment
+ Excellent knowledge of IT strategic planning and capability development with experience implementing technology strategy and roadmaps; operates with an enterprise mindset
+ Comfortable with ambiguity and willing to take principled bets; able to “think big” and challenge conventional wisdom regarding technology refresh and hype
+ Strong leadership, collaboration, and negotiation skills with technical and non-technical groups with a demonstrated ability to lead through influence and build consensus
+ Execution focused with a “get things done” attitude
+ Able to process high volumes of complex information, synthesize key themes, and recommend paths forward
+ Ability to effectively communicate complex technical concepts to senior executives and customers
+ Ability to build, maintain, and grow high-performing architecture teams
+ Deep practitioner of Agile and Lean Start-Up methodologies
+ Demonstrated continuous improvement and continuous learning mindset
+ Ability to cultivate a culture of openness, transparency, and inclusion
+ Self directed and able to operate at the level of intent, not instruction to accomplish goals
+ Ability to make timely, right-sized, and value-driven decisions in the best interest of the firm
TECHNICAL COMPETENCIES:
+ Comprehensive knowledge of strategy, business, and technology frameworks, tools, and processes
+ Skilled at aligning technology capabilities to business solutions
+ Comprehensive knowledge of enterprise architecture frameworks, tools, and processes
+ Comprehensive knowledge of Agile and Lean Startup processes
+ Able to coach and mentor colleagues on architectural frameworks, patterns & best practices
+ Strong conceptual understanding of cloud engineering and cloud-native design
+ Strong understanding of modern data modeling and data architecture practices
+ Deep understanding of non-functional requirements and their importance to solution design
+ Strong financial acumen and knowledge of financial principles to support informed decisions that extract and create value
.
Preferred but not required:
+ Voice infrastructure (telco carriers, session border controllers, SIP trunks, VOIP systems)
+ IVR / Conversational AI / Chatbots / Self-Svc automation / Intelligent digital assistants
+ Intelligent routing / Service models and call flow
+ Agent session control and Customer Relationship Management systems
+ Contact Center as a Service (CCaaS) architectures and associated migration from on-prem.
CRITICAL COMPETENCIES:
+ Interpersonal & Organizational Savvy – must be able to influence and develop relationships at all levels of the organization (executive to engineers), and be able to navigate in a highly matrixed organization
+ Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies
+ Cultivates Innovation – Creating new and better ways for the organization to be successful
+ Leadership & Decision-making – Takes a leading position, makes decisions that are timely, right-sized and value driven
+ Communication – must have executive presence, ability to succinctly deliver key messages (verbal and written)
+ Drives Results – Pushes team and cross functional partners to deliver needed results in tough circumstances and expedited timelines
+ Attitude – has an attitude or persona of “let’s find a way to do it” attitude – no task is too big or too small
+ Manages Complexity – Makes sense of complex and sometimes contradictory information to effectively solve problems
+ Manages Ambiguity – Operates effectively and drives work forward even when things are not certain or there is no clear way forward
+ Instills Trust – Quickly gains confidence and trust of others through honesty, integrity, and authenticity
+ Develops Talent – Mentors more junior team members to meet both their career goals and the organization’s goals
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If you require reasonable accommodation in completing the online application process, please email:_ _SeeYourself@cigna.com_ _for support. Do not email_ _SeeYourself@cigna.com_ _for an update on your application or to provide your resume as you will not receive a response._
_The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State._
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 “connects the dots” to help Business and Technology understand the enterprise strategic direction, technology impacts, and architectural strategic direction / priorities, thus enabling improved decision support, prioritization of efforts, and alignment with enterprise priorities to drive value realization
+ Develops short and long term roadmaps, outlooks, and target state architectures that are aligned with strategies and prioritize both business delivery and technical debt reduction by working through ambiguity to translate business needs to technical drivers
+ Drives programs, initiatives and projects up and down the organizational hierarchy and supports RFPs and client presentations when needed by providing business-facing architectural input and ensuring enterprise mindset is evident
+ Realizes the value of investment portfolio by creating the new and different using an innovative, lean startup, digital-first, product mindset
+ Drives and adapts architecture frameworks, patterns, standards, and components adoption based on organizational and business context.
+ Collaborates with Engineering and Solution Architecture teams on architectural topics and technology formularies
+ Coaches and mentors junior Architects and Technology resources across the enterprise
+ Evangelizes and advocates all things Enterprise Architecture (strategies, roadmaps, target state architectures, frameworks, standards, patterns, processes, etc.)
+ Able to serve across spectrum of Architectural roles (Business and Technology) when needed
+ Drives the Evernorth Architecture team to achieve its full potential by maximizing the effectiveness of its leadership the through organization, prioritization, processing, and funneling of data, information, and recommendations needed to make important decisions and take impactful action
QUALIFICATIONS:
+ Bachelor’s degree in Software Engineering, Computer Science, Engineering or related field, advanced degree a plus
+ 8+ years of experience in a software engineering, infrastructure, or architecture environment
+ Excellent knowledge of IT strategic planning and capability development with experience implementing technology strategy and roadmaps; operates with an enterprise mindset
+ Comfortable with ambiguity and willing to take principled bets; able to “think big” and challenge conventional wisdom regarding technology refresh and hype
+ Strong leadership, collaboration, and negotiation skills with technical and non-technical groups with a demonstrated ability to lead through influence and build consensus
+ Execution focused with a “get things done” attitude
+ Able to process high volumes of complex information, synthesize key themes, and recommend paths forward
+ Ability to effectively communicate complex technical concepts to senior executives and customers
+ Ability to build, maintain, and grow high-performing architecture teams
+ Deep practitioner of Agile and Lean Start-Up methodologies
+ Demonstrated continuous improvement and continuous learning mindset
+ Ability to cultivate a culture of openness, transparency, and inclusion
+ Self directed and able to operate at the level of intent, not instruction to accomplish goals
+ Ability to make timely, right-sized, and value-driven decisions in the best interest of the firm
TECHNICAL COMPETENCIES:
+ Comprehensive knowledge of strategy, business, and technology frameworks, tools, and processes
+ Skilled at aligning technology capabilities to business solutions
+ Comprehensive knowledge of enterprise architecture frameworks, tools, and processes
+ Comprehensive knowledge of Agile and Lean Startup processes
+ Able to coach and mentor colleagues on architectural frameworks, patterns & best practices
+ Strong conceptual understanding of cloud engineering and cloud-native design
+ Strong understanding of modern data modeling and data architecture practices
+ Deep understanding of non-functional requirements and their importance to solution design
+ Strong financial acumen and knowledge of financial principles to support informed decisions that extract and create value
.
Preferred but not required:
+ Voice infrastructure (telco carriers, session border controllers, SIP trunks, VOIP systems)
+ IVR / Conversational AI / Chatbots / Self-Svc automation / Intelligent digital assistants
+ Intelligent routing / Service models and call flow
+ Agent session control and Customer Relationship Management systems
+ Contact Center as a Service (CCaaS) architectures and associated migration from on-prem.
CRITICAL COMPETENCIES:
+ Interpersonal & Organizational Savvy – must be able to influence and develop relationships at all levels of the organization (executive to engineers), and be able to navigate in a highly matrixed organization
+ Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies
+ Cultivates Innovation – Creating new and better ways for the organization to be successful
+ Leadership & Decision-making – Takes a leading position, makes decisions that are timely, right-sized and value driven
+ Communication – must have executive presence, ability to succinctly deliver key messages (verbal and written)
+ Drives Results – Pushes team and cross functional partners to deliver needed results in tough circumstances and expedited timelines
+ Attitude – has an attitude or persona of “let’s find a way to do it” attitude – no task is too big or too small
+ Manages Complexity – Makes sense of complex and sometimes contradictory information to effectively solve problems
+ Manages Ambiguity – Operates effectively and drives work forward even when things are not certain or there is no clear way forward
+ Instills Trust – Quickly gains confidence and trust of others through honesty, integrity, and authenticity
+ Develops Talent – Mentors more junior team members to meet both their career goals and the organization’s goals
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If you require reasonable accommodation in completing the online application process, please email:_ _SeeYourself@cigna.com_ _for support. Do not email_ _SeeYourself@cigna.com_ _for an update on your application or to provide your resume as you will not receive a response._
_The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State._
Source : The Cigna Group