Lead IVR Solutions Architect (Remote)

Humana

Torrance California

United States

Customer Service / Call Center
(No Timezone Provided)

About this job

Description

The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

The Lead Solutions Architect translates business needs into technical systems solutions. Advises executives to develop functional strategies (often segment specific) on matters of significance. The Lead Solutions Architect works with business partners and solutions engineering teams to solve business problems with sound technical solutions.

  • Collaborate with product owners to understand functional requirements and interact with other cross-functional teams to provide solution architect expertise.

    • Description

    The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.

    Responsibilities

    The Lead Solutions Architect translates business needs into technical systems solutions. Advises executives to develop functional strategies (often segment specific) on matters of significance. The Lead Solutions Architect works with business partners and solutions engineering teams to solve business problems with sound technical solutions.

  • Collaborate with product owners to understand functional requirements and interact with other cross-functional teams to provide solution architect expertise.
  • Experienced in driving and leading Technology Vendor Evaluation Process
  • Role will influence and set technical direction, Provide architectural strategies & solutions, assessments and road maps.
  • Contribute to and lead the build vs buy decisions from a technical leader perspective in collaboration with the business & delivery leaders.
  • Communicate and present technical aspects, risks, challenges, and selling points of a solution to IT and Business partners.
  • Identify, evaluate and assess risks to mitigate them and eliminate any factor that might hinder the successful delivery of a solution
  • Provide Architectural strategies, solutions, assessment, and road maps for Voice Portfolio applications.
  • Ability to influence teams & business partners to a future state with a focus on incremental value.

    • Required Qualifications 

  • Bachelor's Degree in Computer Science or a related field
  • 8 years of progressive information technology experience directly related to architecture/engineering, information security, or other specialized technology field
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences
  • Experience delivering platform and product architecture for enterprise scale solutions in Azure and GCP cloud environments.
  • Understanding of full tech stack & proven experience with architectural design patterns including micro services, APIs & event-driven data flows.
  • Experience delivering capabilities including (but not limited to): Omnichannel – Queuing, routing, and experience, Softphone, AI/ML, Chatbots & Voicebots, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, etc.Deep knowledge of IVR platform (Nuance/Genesys), SIP/voice telecommunications protocols, and telephone systems.
  • Experience in Genesys Pure Cloud Solutions Design, environment configuration and Implementation

    • Preferred Qualifications

  • Master's Degree

    • Lead IVR Solutions Architect (Remote)

    Humana

    Torrance California

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    About this job

    Description

    The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.

    Responsibilities

    The Lead Solutions Architect translates business needs into technical systems solutions. Advises executives to develop functional strategies (often segment specific) on matters of significance. The Lead Solutions Architect works with business partners and solutions engineering teams to solve business problems with sound technical solutions.

  • Collaborate with product owners to understand functional requirements and interact with other cross-functional teams to provide solution architect expertise.

    • Description

    The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.

    Responsibilities

    The Lead Solutions Architect translates business needs into technical systems solutions. Advises executives to develop functional strategies (often segment specific) on matters of significance. The Lead Solutions Architect works with business partners and solutions engineering teams to solve business problems with sound technical solutions.

  • Collaborate with product owners to understand functional requirements and interact with other cross-functional teams to provide solution architect expertise.
  • Experienced in driving and leading Technology Vendor Evaluation Process
  • Role will influence and set technical direction, Provide architectural strategies & solutions, assessments and road maps.
  • Contribute to and lead the build vs buy decisions from a technical leader perspective in collaboration with the business & delivery leaders.
  • Communicate and present technical aspects, risks, challenges, and selling points of a solution to IT and Business partners.
  • Identify, evaluate and assess risks to mitigate them and eliminate any factor that might hinder the successful delivery of a solution
  • Provide Architectural strategies, solutions, assessment, and road maps for Voice Portfolio applications.
  • Ability to influence teams & business partners to a future state with a focus on incremental value.

    • Required Qualifications 

  • Bachelor's Degree in Computer Science or a related field
  • 8 years of progressive information technology experience directly related to architecture/engineering, information security, or other specialized technology field
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences
  • Experience delivering platform and product architecture for enterprise scale solutions in Azure and GCP cloud environments.
  • Understanding of full tech stack & proven experience with architectural design patterns including micro services, APIs & event-driven data flows.
  • Experience delivering capabilities including (but not limited to): Omnichannel – Queuing, routing, and experience, Softphone, AI/ML, Chatbots & Voicebots, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, etc.Deep knowledge of IVR platform (Nuance/Genesys), SIP/voice telecommunications protocols, and telephone systems.
  • Experience in Genesys Pure Cloud Solutions Design, environment configuration and Implementation

    • Preferred Qualifications

  • Master's Degree

    • Apply