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Contact Center Solution Architecture

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. Integrates hardware, software and network interfaces to form a system. 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.
Required Qualifications
Bachelors' degree in engineering, computer science or related fields and ten years of progressive information technology experience directly related to architecture/engineering, information security, or other specialized technology field.
Ability to explain complex technical information to technical and non-technical stakeholders
Familiarity with software development methodologies, standards, and architecture frameworks.
Ability to see how system components interact with Enterprise systems.
Broad contact center industry & technology knowledge
Ability associated the technology roadmap and technical solutions with capabilities that will enable business strategy.
Preferred Qualifications
Master's Degree
At least ten years of experience design and development contact center technology applications
Experience delivery telephony and voice solutions for enterprise contact centers.
Experience with enterprise cloud solution design and delivery
Knowledge of contact center technology and industry best practices for delivery telephony services to contact center.
Knowledge of interactive voice response (IVR) systems design to support enterprise contact centers.
Experiences working with multiple solution vendors to delivery enterprise contact center solutions.
Additional Information
Assignment Capsule
Be a part of the Technology team -- be a strategic leader in cutting edge Healthcare technology.
Humana is seeking a Solution Architect that will facilitate solution design, determine initial architecture to meet the business strategy for the Voice platform to support service operations. The solution architecture must integrate with the both existing and planned applications, domain, and enterprise architectures. The Solution Architect will coordinate and rationalize the architecture approach across multiple domains and contact center applications. This will required the Solution Architect to focus both on meeting the business requirements and ensuring the solutions meets enterprise requirements for reuse, compliance to standards, principles, traceability to enterprise reference models and alignment with enterprise architecture vision.
The Solution Architect accomplishes this by having a clear understanding of the service operations tactical and strategic goals, planned IT initiatives, and service operations improvements that contribute to the enterprise priorities. The Solution Architect builds relationships with technology and partners and maintains clear, consistent lines of communication. The value of this role is measured by how well the Solutions Architect facilities the delivery of technical solutions that meets the business requirements and support the strategy contact center goals. This position provides guidance to business leaders on high level technical roadmap and ensures the roadmap supports the business strategic vision.
Envision and outline technical solutions to business problems within/across domains, including appropriate design tradeoffs, build-vs-buy options, and cost/benefit analyses
Create and refine the conceptual architecture for the proposed solution.
Transfer architecture deliverables to project/delivery managers and/or application/domain architects, as appropriate for the project.
Ensure the solution is aligned to enterprise architectural principles and roadmap.
Stay current on business needs, strategy, and emerging technologies, including conducting independent research to support business needs and requirements.
Scheduled Weekly Hours
40



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