The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.
+ Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions
+ Lead and govern technical solutions meeting functional/non-functional requirements and drive technology solution implementations
+ Establish cloud platform governing and operating model
+ Provide best practice recommendations and optimization opportunities within the contact center experience platform
+ Collaborate with internal and external stakeholders for the solution, designing and implementing customer experiences using Genesys PureCloud platform
+ Experience as a Cloud Architect involving large scale cloud contact center experience using Genesys PureCloud platform
+ Experience in implementing capabilities including (but not limited to): Omni-channel – “Queuing, routing, and experience”, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI/ML, Chatbots, etc.
+ Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM)
+ Experience architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect
+ Experience building conversational applications (e.g. Google Dialogflow, IBM Watson Assistant, or Amazon Connect)
+ Experience integrating Genesys PureCloud with CRM Application (Salesforce & MS Dynamics)
+ Technically hands-on experience with setting up pilots and POC for solution evaluations on the SaaS platform
+ Good understanding of public cloud (AWS) computing architectures and services. Experienced in the use of cloud-native technologies, cloud cybersecurity, and implementation patterns
+ Architecture development experience across Business, Application, Data and Technology domains
+ Excellent communication and influencing skills
+ Experience of leading major strategic business and IT transformation programs
+ Ability to explain complex technical issues in a way that non-technical people may understand
+ Proven track record of the mentoring team in adopting new technologies
+ Working with vendors to enhance tool capabilities to meet enterprise needs
+ Using agile methodologies (ex: SAFe), have experience with a waterfall as well
+ Bachelor's Degree
+ 8 years of progressive information technology experience directly related to architecture/engineering, information security, or other specialized technology field
+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences
+ Master's Degree
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
Equal Opportunity Employer
It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact firstname.lastname@example.org for assistance.
Humana Safety and Security
Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact email@example.com to validate the request.
If you are a California resident and would like to review our California Consumer Privacy Act (CCPA) Policy click here: