AI Enablement: Servicing & Contact Center Architecture Senior Manager - Remote

The job profile for this position is Architecture Senior Manager, which is a Band 4 Management Career Track Role.

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Summary

The Architecture Senior – AI Enablement: Servicing & Contact Center serves as the senior technical architecture partner to the Director of Software Engineering – Voice Self‑Service in addition to the Director of Workforce Management and Contact Center. This role is accountable for defining, governing, and evolving the end‑to‑end architecture for enterprise voice AI and conversational platforms, ensuring solutions are scalable, secure, resilient, and aligned to long‑term enterprise strategy.

This leader brings deep expertise in voice technology, AI, data and APIs in addition to Amazon Connect, Workforce Management (WFM), and modern application development. They play a critical role in modernizing legacy IVR and contact center capabilities into cloud‑native, AI‑enabled, API‑driven platforms. The Architecture Director ensures architectural integrity across product delivery while enabling product and engineering teams to move quickly and predictably.

The ideal candidate balances strategic architectural vision with pragmatic execution, acting as a trusted advisor to engineering, product, security, technology and operations leaders.

Responsibilities

Architectural Strategy & Leadership

• Define and own the architectural vision for voice self‑service AI enablement and contact center integration, aligned with technology and product strategy

• Serve as the primary architecture counterpart to the Director of Software Engineering – Voice Self‑Service, ensuring seamless alignment between architecture, engineering execution, and delivery outcomes

• Lead architectural decision‑making for Voice AI, IVR modernization and underlying data and API needs

• Contribute to architecture for Amazon Connect, Workforce Management, and supporting application ecosystems

• Establish and evolve reference architectures, standards, and patterns for voice platforms, APIs, integrations, data flows, and documentation

Platform & Solution Architecture

• Architect cloud‑native, highly available voice platforms leveraging multiple voice AI products, Amazon Connect and associated AWS and other Cloud services

• Design scalable and secure integrations between voice platforms, data stores, WFM systems, enterprise APIs, data platforms, and downstream business systems

• Ensure architectural consistency across custom application development, third‑party platforms, and vendor‑delivered solutions

• Guide modernization from legacy IVR and telephony platforms to AI‑enabled, event‑driven, microservices‑based architectures

Engineering Enablement & Governance

• Partner closely with engineering leaders to translate architectural intent into executable designs, enabling teams to deliver efficiently without unnecessary friction

• Establish lightweight but effective architecture governance, including design reviews, technology standards, and exception management

• Ensure solutions meet enterprise requirements for security, compliance, resiliency, observability, and performance, particularly for 24x7, high‑volume platforms

Cross‑Functional Collaboration

• Work with Product and Engineering as well as Operations, Security, Infrastructure, and Enterprise Architecture teams to align platform roadmaps and investment priorities

• Partner with Workforce Management and Contact Center engineering, and product stakeholders to ensure architectural solutions support operational efficiency and agent experience

• Influence vendor and partner architecture decisions, ensuring alignment with enterprise standards and long‑term sustainability

Executive Communication

• Communicate architectural strategy, tradeoffs, risks, and recommendations clearly to senior technology, product and business operations leaders

• Support investment planning by articulating technical debt, modernization opportunities, and architectural risk in business terms

Qualifications

• 15 years' of experience in software and solution architecture

• 5 years' in senior or director‑level architecture roles in a product organization

• Deep, hands‑on experience architecting Amazon Connect–based contact center solutions in large enterprise environments

• Strong background in modern application development, including APIs, microservices, event‑driven architectures, and cloud‑native design

• Proven experience designing and governing enterprise‑scale, customer‑facing platforms with high availability and reliability requirements

• Demonstrated ability to influence and lead across matrixed engineering, product, and operations organizations

• Excellent executive‑level communication and stakeholder management skills

• Experience with Workforce Management (WFM) platforms and their integration with contact center and voice solutions highly desired

• Hands‑on experience with conversational AI, speech recognition, NLP, and AI‑enabled self‑service platforms highly desired

• Proven success modernizing legacy IVR and telephony platforms to cloud‑native and AI‑driven solutions highly desired

• Background in healthcare or other highly regulated industries, including security and compliance considerations highly desired

• Experience supporting 24x7 production platforms with high transaction volumes highly desired

• Familiarity with global delivery models, offshore partnerships, and strategic technology vendors highly desired

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.

For this position, we anticipate offering an annual salary of 149,300 - 248,800 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.

At The Cigna Group, 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), 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, click here.

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.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.