Humana is looking for a Lead Solutions Architect - Conversational AI to define and implement cloud architecture for platforms supporting our members. You will be responsible for architecture design, planning, cloud migration, and performance for critical systems including Nuance IVA, Voice of the Consumer Survey, Guidance Center Video Kiosk, and InMoment market research. This role involves making architectural decisions, mentoring team members on cloud technology, and ensuring designs are followed.

What You'll Do

Work with user groups to solve business problems with available technology including hardware, software, databases, and peripherals.
Perform technical planning, architecture development and modification of specifications.
Develop specifications for new products/services, applications and service offerings.
Make architectural decisions that will be followed by Software Engineers.
Document application development processes, procedures, and standards.
Assess the compatibility and integration of products/services proposed as standards to ensure an integrated architecture across interdependent applications.
Partner with product managers and owners to understand business needs and develop architecture solutions and blueprints for 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.
Make decisions on moderately complex to complex issues regarding technical approach for project components.

What We're Looking For

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

Nice to Have

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 Omni-channel, 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 of mentoring team in adopting new technologies.
Working with vendors to enhance tool capabilities to meet enterprise needs.
Using agile methodologies (ex: SAFe), have experience with waterfall as well.

Technical Stack

Nuance IVA
Genesys cloud platform
Cloud platforms
InMoment
Salesforce
ServiceNow
MS Dynamics

Benefits & Compensation

Compensation: $142,300 - $195,700 per year
Work-Life Balance
Generous PTO package
Health benefits effective day 1
Annual Incentive Plan
401K
Well-being program
Paid Volunteer Time Off
Student Loan Refinancing

Work Mode

This is a remote position.

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.