Lead Architect Contact Center Genesys PureCloud - Remote / Virtual

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Job Information
Humana
Lead Architect Contact Center Genesys PureCloud - Remote / Virtual
in
Glen Allen
Virginia
Description
The Lead Infrastructure Architect designs and develops IT infrastructure architecture solutions to business problems in alignment with the enterprise architecture direction and standards. The Lead Infrastructure Architect works on problems of diverse scope and complexity ranging from moderate to substantial.
Responsibilities
The Lead Infrastructure Architect performs technical planning, architecture development and modification of specifications. Develops specifications for new IT infrastructure products and service offerings. Assesses the compatibility and integration of products/services proposed as standards in order to ensure an integrated architecture across interdependent technologies. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.
Primary Responsibilities:
Partner with Solution Manager, Product managers and Product Owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions
Identify impacts teams/ARTs/Suppliers that may be involved for developing a solution. Identify architecture enablers and non-functional requirements to the Acceptance Criteria.
Prepare solution conceptual architecture designs. Produce design documentation (Conceptual Architecture Design-L2 for capabilities and L3-level for the features).
Provide a t-shirt size of effort for capability (based on solution design) during capability refinement meeting
Collaborate with other Solution Architects across different Agile Release Trains to validate Architectural design.
Establish cloud platform governing and operating model
Provide best practice recommendations and optimization opportunities within the contact center experience platform
Collaborate with Solution Manager and Product Managers and other stakeholders to support Capability and Feature refinement and business requirements gathering
Collaborate with internal and external stakeholders for the solution, designing and implementing customer experiences using Genesys PureCloud platform
Preferred Skillset:
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 architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect
Experience integrating Genesys PureCloud with CRM Application (Salesforce, MS Dynamics & ServiceNow)
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
Excellent communication and influencing skills
Strong leadership skills to lead business requirement discussions and provide technical solutions
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
Experience with agile methodologies (ex: SAFe), have experience with a waterfall as well
Work-At-Home Requirements
WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
Satellite and Wireless Internet service is NOT allowed for this role.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Additional Information
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.
If progressed to offer, you will be required to:
Provide proof of full vaccination or commit to testing protocols
*OR  *
Provide proof of applicable exemption including any required supporting documentation
​​Medical, religious, state and remote-only work exemptions are available.
#LI-Remote
Scheduled Weekly Hours
40
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****

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