Senior Genesys Platform Architect - Contact Center Services
March 6, 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 In this highly technical and visible role, you will drive the necessary planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel platform architecture using the Genesys product suite. This leadership role will focus on the delivery of business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems and development of the end-to-end solution. You will be accountable bringing a holistic perspective of a real-time communications, information and data architectures and accountable for leading and collaborating across cross functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives. Will work with both business and IT teams to envision and deliver Omni capabilities. You will work in partnership with CCS team members, Suppliers (e.g. Genesys), and enterprise partners (e.g. Optum CIO enterprise architects to develop an end-to-end view of Omni capabilities for implementation. Specific Responsibilities Define and express the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones) for 55,000 concurrent agents Define and develop evolving standards for OmniChannel capabilities leveraging leading technologies such as open standard virtual hardware Develop 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 Perform analysis and design of PCI requirements, and align an overall solution with information security integration and risk management strategies Analyze and define business and agent desktop requirements, which evolve into an enterprise framework and a single holistic set of capabilities Engage in business analysis, information acquisition analysis and design for contact routing, personalization and self-service analysis & design Translate enterprise and/or business requirements into long-term technical architecture, and OmniChannel and data lake solutions Define and maintain best practice guidelines, standards, and architectural patterns for OmniChannel capabilities ensuring repeatable, sustainable business solutions Provide best practices leadership to platform and business delivery teams Develop and review new features and user stories for Agile platform and delivery teams Educate, influence and mentor other technical staff and customers as appropriate Promotes open communication and team work within cross-functional business and IT teams
Candidates will possess: 15 + years of experience working on contact center solutions / operations 10 + years of related working experience with Genesys products 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)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 data modeling practices Previous platform architecture experiencesSense of urgency and assertivenessExperience leading and 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 prioritiesKnowledge of identity management desired Relevant bachelor's degree or equivalent experiences 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: 756807
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.