Contact Center Solution Architect - Evernorth
Company: Cigna
Location: Bloomfield
Posted on: January 28, 2023
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Job Description:
Job DescriptionOverall Job PurposeThis position will support all
projects related to the Contact Center Engagement Channels.
Candidates should have prior experience as an architect in a
Contact Center environment and have deep technical understanding of
Contact Center functionality. Responsibilities will include
architecting contact center solutions coordinating with the
cross-functional Contact Center Platform teams, Contact Center
Operations, Enterprise Architecture, Security, Telephony and
Contact Center product communities to design and drive the
implementation of Contact Center solutions which meet the strategic
needs of the business. The candidate will also need to coordinate
with the individual business unit leads to ensure solution will
satisfy their strategic going-forward requirements. The role of the
solution architect within the organization is to understand the
business needs of the organization and develop solutions based on
Contact Center technology to satisfy those needs.This permanent
position has the ability to be not just a hands-on engineer role
but more of an internal consultant to the business.Key Job
AccountabilitiesConduct internal client assessments which includes
as-is, to-be, gap analysis phased technology plans, project plans
and audit documentationBe responsible for identifying gaps and
issues, recommend areas of opportunity, determine potential timing
and sequencing of improvement initiatives, and define the costs and
benefits of proposed solutionsAct as a technology partner between
the Contact Center Business Leadership and Technology teams to aid
in planning, coordinating and directing the delivery of highly
complex business solutions to meet our Contact Center
needs.Actively governs the IT elements of the project through its
life cycle, ensuring the delivered solution is aligned with
architecture and standardsUtilize experience of Contact Center
systems such as Contact Routing and CTI, Automatic Call
Distribution (ACD), Interactive Voice Response (IVR), Call
Recording, Workforce Management and Quality Assurance for
multi-channel contact management of voice, email, chat, SMS
messaging, etc. to provide guidance, thought leadership and
operational support as a highly skilled Contact Center advisor for
internal and external customersDevelopment of strategic designs.
Conducting iterative reviews and revisions of design
documentationBe capable of driving large contact center projects
from an architecture and design perspective including:Call
routingMulti-platform Contact CentersInbound/outbound
self-service/queuing and applicationsAgent desktopCourtesy
CallbackIVRDeployment approachIdentify technology solutions and
applications that meet the internal client's business requirements
from both a functional and technical perspectiveDevelop internal
documentation for Contact Center solutions network and hardware
requirements:Technical white papersPosition papers as they relate
to technology solutionsTechnical proposalsCost proposals and
budgetary estimatesDevelop internal documentation for strategic
solutionsCollaborates, negotiates, and influences technical
direction and decision making with internal clients in order to
enable the delivery of quality for contact center solutionsEnhances
Contact Center Application team reputation by identifying areas for
expansion and improvement both internal and external; this duty
requires forward looking vision to help assess potential
avenues/opportunities to apply contact center technologies with new
and unforeseen applicationsIdentifies new product opportunities as
they relate to Contact Center systemsBasic QualificationsMinimum 10
years' experience in IT related roleMinimum 7 years' experience
with Contact Center technologiesMinimum 3 years' experience in an
architectural role, leading projects with full
accountabilityPreferred QualificationsDemonstrable industry leading
knowledge across the Contact Center domain and leading-edge
thinking in the arena of Omni-channel contact solutions.Experience
is necessary in Contact Center products including:Multi-media
Contact Center (audio/video, chat, SMS, Web)Cisco
UCCEGenesysConversational AIIntegration with 3rd party Omnichannel
tools including Upstream Works, Surfly and othersInteractive Voice
Recognition (IVR)Agent DesktopCisco/Acqueon Outbound DialerVerint
Voice / Screen recordingServer / Database infrastructureExperience
with an applied knowledge of Cisco and Genesys Contact Routing-CTI
platforms, Telecommunications and TDM-VoIP technologies for Contact
Center solutionsWorking knowledge of technical/business analysis
and program management methodologiesDemonstrated track record of
delivering results in a matrix, multi partner
environmentDemonstrated ability to build and maintain working
relationships with a diverse community of technology and business
partners and effectively influence both technical and non-technical
audiencesDemonstrated ability to build and maintain working
relationships with executive leadershipDemonstrated ability to
deliver and support large complex projectsIf 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.For
this position, we anticipate offering an annual salary of 120,100 -
200,100 USD / yearly, depending on relevant factors, including
experience and geographic location.This role is also anticipated to
be eligible to participate in an annual bonus plan.We want you to
be healthy, balanced, and feel secure. That's why you'll enjoy a
comprehensive range of benefits, with a focus on supporting your
whole health. Starting on day one of your employment, you'll be
offered several health-related benefits including medical, vision,
dental, and well-being and behavioral health programs. We also
offer 401(k) with company match, company paid life insurance,
tuition reimbursement, a minimum of 18 days of paid time off per
year and paid holidays. For more details on our employee benefits
programs, visit Life at Cigna.About CignaCigna Corporation exists
to improve lives. We are a global health service company dedicated
to improving the health, well-being and peace of mind of those we
serve. Together, with colleagues around the world, we aspire to
transform health services, making them more affordable and
accessible to millions. Through our unmatched expertise, bold
action, fresh ideas and an unwavering commitment to
patient-centered care, we are a force of health services
innovation. When you work with us, or one of our subsidiaries,
you'll enjoy meaningful career experiences that enrich people's
lives. What difference will you make?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.Cigna 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.
Keywords: Cigna, New England , Contact Center Solution Architect - Evernorth, Other , Bloomfield, Northeast
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