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

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

Last updated : 2024-03-24