Contact Center Solution Architect - Evernorth

Company: Cigna
Location: Bloomfield
Posted on: January 28, 2023

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