Senior Business Architect - Contact Center Services
March 3, 2018
Background The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. Job Overview This is a highly visible role performing a critical function across business and IT teams to envision and deliver Omni capabilities to the business. The Business Architect [working in partnership with CCS resources (e.g. call flow analyst, platform lead), Suppliers (e.g. Genesys), and enterprise partners (e.g. Optum CIO enterprise architects)] will collaborate with the business to develop an end-to-end view of Omni capabilities for implementation. Deliverables will include high level requirements, designs, and diagrams articulating the Omni solution to be delivered. Additionally, the person will focus on the delivery of enterprise business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems, and development of end-to-end solutions for all Contact Center Services technology platforms. This role brings a holistic perspective of real-time communications, information, and architectures. You will be accountable for leading and collaborating across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives. Specific Responsibilities Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architectureDefines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (e.g. phones)Defines and develops evolving standards for OmniChannel capabilities leveraging leading technologies from strategic partners, Optum teams, and open source solutionsEngages in business analysis and design for contact routing, personalization, OmniChannel, and self-service analysis and designAnalyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of OmniChannel business capabilitiesTranslates enterprise and/or business requirements into long-term technical architecture, OmniChannel, and data lake solutions Defines and maintains best practice guidelines, standards, and architectural patterns for OmniChannel capabilities ensuring repeatable, sustainable business solutionsDevelops and reviews new features and user stories for Agile platform and delivery teamsPromotes open communication and team work within cross-functional business and IT teamsDevelops soft-phone and hard-phone solutions for unique use cases across agent office and work at home scenarios, ensuring seamless integration with CRM desktop applications Performs analysis and design of PCI requirements, and aligns an overall solution with information security integration and risk management strategies
Required Qualifications 10 + years of experience working on contact center solutions / operations Knowledge of existing and emerging contact center technologies and channel applications (e.g. custom routing, IVR, chat, SMS, email, co-browse, chat-bots, speech across channels)Previous business architecture experiencesSense of urgency and assertivenessExperience influencing virtual and distributed cross functional teams Adaptability; self-starter; team player; quality minded; focused; committed; able to work independentlyExcellent communication skills - written, verbal and presentation Customer-service orientation Proven ability to hold people accountable Demonstrated ability to work in a complex environment with often conflicting prioritiesRelevant bachelor's degree or equivalent experiences Desired Qualifications Business and/or Technical experience in real-time communications systems, integrated third party applications, custom applications and architecture practices for large enterprise contact centers Experience in contact analytics, big data technologies and/or data modeling practices Knowledge of identity management Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Internal Number: 753296
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.