Humana is looking to solve business problems with available technology, specifically focusing on the architecture, planning, and cloud migration of platforms that support their members. These platforms are crucial for soliciting feedback and enabling video channels for senior population support. The role aims to modernize products and implement cloud architecture standards.
Requirements
- Experience as a Lead solutions Architect involving large scale cloud contact center experience solutions implementation on Genesys cloud platform
- Experience with Conversational AI
- Experience as a Cloud Architect involving large scale cloud contact center experience solutions (SaaS vendor solutions like NICE, Genesys, etc.)
- 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 integrating contact center applications with other SaaS cloud solution (like Salesforce, ServiceNow, MS Dynamics, etc.)
- Technically hands-on experience with setting up pilots and POC for solution evaluations on the SaaS platform
- Architecture development experience across Business, Application, Data and Technology domains
Responsibilities
- Architecture design, planning, Cloud migration and performance of several platforms
- responsible for the architecture of multiple projects and ensure designs are being followed by team and provide technical advice
- defining/implementing cloud architecture, mentoring team members on cloud technology and working with our enterprise groups to implement proper standards
- Performs technical planning, architecture development and modification of specifications
- Develops specifications for new products/services, applications and service offerings
- Making architectural decisions that will be followed by Software Engineers
- Documenting application development processes, procedures, and standards
Other
- 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 designing and building application architecture and components
