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

The Cigna Group • Austin, TX

8d • Remote

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.

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
• Strategic mindset and systems thinking
• Strong influence and executive communication skills
• Ability to operate in ambiguity and manage complexity
• Results-oriented leadership with a collaborative, problem-solving mindset

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

• Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

What This Job Offers

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