Senior Architect (IT Principal), Enterprise Architecture - Contact Center & Service Transformation

Cigna Healthcare • Austin, TX

8d

About The Position

The Senior Architect, Enterprise Servicing shapes the enterprise architecture for an end-to-end member/patient servicing experience across digital self-service, contact center/voice, and supporting operational workflows. This role defines horizontal servicing capabilities, aligns line-of-business initiatives to the target state, and drives value-based roadmaps that improve customer experience, advocate effectiveness, and cost-to-serve. Partnering across Enterprise Architecture, Product, Technology, Operations, and business leaders, this role provides architectural direction in complex, fast-changing environments—clarifying options, influencing decisions, and translating business needs into actionable technology strategy. The architect operates with high autonomy, executing from intent rather than instruction, and serves as a trusted advisor at executive and delivery levels. Depth across all domains is not required; success depends on setting clear direction, enabling alignment, and partnering effectively with platform, data, AI, and operations teams. Key Focus Areas Unified servicing journeys across digital, voice, and operations AI-enabled advocate experience and agentic servicing Workforce enablement and operational insights Knowledge, data, and context foundations for AI and servicing Enterprise servicing platform modernization and orchestration Definition of Success Seamless, low-effort, high-resolution customer experiences AI-enabled advocates with reduced cognitive burden Improved workforce forecasting, staffing, and coaching Scaled servicing capabilities with improved agility and reduced time-to-value

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field (advanced degree preferred)
• 8+ years in software engineering, infrastructure, or architecture
• Proven enterprise architecture experience (target states, capability maps, standards, multi-year roadmaps)
• Demonstrated ability to influence enterprise decisions across business and technology teams

Nice To Haves

• Healthcare and servicing domain experience
• AI capabilities delivered to production
• CCaaS / voice platforms and omnichannel servicing
• Workforce management, knowledge transformation, and service orchestration

Responsibilities

• Define target-state architectures, roadmaps, and reference patterns
• Drive enterprise alignment by clarifying trade-offs, dependencies, and sequencing
• Shape omnichannel servicing patterns and AI-enabled capabilities
• Optimize portfolio investments for value, scalability, and sustainability
• Communicate architecture direction clearly to executive and technical audiences
• Enable adoption through guardrails, patterns, coaching, and partnership

Benefits

• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior