[Remote] Senior Application Architect Contact Center AI/Chatbot at Humana

San Antonio, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, TechnologyIndustries

Requirements

Experience as a Lead Solutions Architect involving large scale cloud contact center experience solutions implementation on Genesys cloud platform
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
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

Responsibilities

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
Designs and develops IT applications architecture solutions to business problems in alignment with the enterprise architecture direction and standards
Responsible for Architecture design, planning, Cloud migration and performance of several platforms (Nuance IVA, Voice of the Consumer Survey, Guidance Center Video Kiosk, InMoment market research)
Responsible for the architecture of multiple projects and ensure designs are being followed by team and provide technical advice
Play a role in defining/implementing cloud architecture, mentoring team members on cloud technology and working with 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
Assesses the compatibility and integration of products/services proposed as standards in order to ensure an integrated architecture across interdependent applications

Skills

Key technologies and capabilities for this role

Application ArchitectureCloud MigrationCloud ArchitectureNuance IVATechnical PlanningArchitecture DesignMentoringIntegrationSoftware Engineering Standards

Questions & Answers

Common questions about this position

What experience is required for this Senior Application Architect role?

The role requires experience as a Lead Solutions Architect involving large scale cloud contact center experience solutions implementation on Genesys cloud platform.

What are the main responsibilities of this position?

Responsibilities include partnering with product managers to develop architecture solutions, leading and governing technical solutions, establishing cloud platform governing models, providing best practice recommendations, and collaborating with stakeholders on application architecture.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Senior Application Architect position?

A strong candidate has experience leading large-scale cloud contact center solutions on Genesys, can partner with product teams to create architecture blueprints, govern technical implementations, establish cloud operating models, and collaborate with stakeholders.

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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