Senior Application Architect Contact Center AI/Chatbot

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 The Senior Application Architect designs and develops IT applications architecture solutions to business problems in alignment with the enterprise architecture direction and standards. The Senior Application Architect work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Senior Application Architect is responsible for Architecture design, planning, Cloud migration and performance of several platforms that are used to support Humana’s members.  The platforms consist of Nuance IVA, Voice of the Consumer Survey, Guidance Center Video Kiosk, as well as InMoment market research.  These platforms are at the core of our strategy to solicit direct feedback from the communities that we serve as well as enable the video channel for guidance centers supporting our senior population. You will be responsible for the architecture of multiple projects and ensure designs are being followed by team and provide technical advice. As we look to migrate and modernize our products to a cloud platform, you will be able to play a role in defining/implementing cloud architecture, mentoring team members on cloud technology and working with our enterprise groups to implement proper standards.

The Senior Application Architect performs technical planning, architecture development and modification of specifications. Develops specifications for new products/services, applications and service offerings. Making architectural decisions that will be followed by Software Engineers. Documenting application development processes, procedures, and standards .Assesses the compatibility and integration of products/services proposed as standards in order to ensure an integrated architecture across interdependent applications. Begins to influence department’s strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

Use your skills to make an impact
 

Required Responsibilities:

• Experience as a Lead solutions Architect involving large scale cloud contact center experience solutions implementation on Genesys cloud platform
• Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the 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

Preferred Skillset:

• 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 (but not limited to): Omni-channel – “Queuing, routing, and experience”, 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 

Additional Information

Why Humana? 

At Humana, we know your well-being is important to you, and it’s important to us too.  That’s why we’re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:

•    Work-Life Balance
•    Generous PTO package
•    Health benefits effective day 1
•    Annual Incentive Plan
•    401K - Immediate company match
•    Well-being program 
•    Paid Volunteer Time Off
•    Student Loan Refinancing
If you share our passion for helping people, we likely have the right place for you at Humana!

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/ HIPAA information.

Alert:  Humana values personal identity protection.  Please be aware that applicants selected for leader review may be asked to provide a social security number if it is not already on file.  When required, an email will be sent from Humana@myworkday.com with instructions to add the information to the application at Humana’s secure website.  

• Position reports to Manager, Technology Solutions, IT HPE - Digital Channels & Contact Centers
• Technologies used include (but not limited to) .NET, C#, SQL Server, Azure DevOps, Azure Cloud, DB2 and MongoDB
• Candidates selected for additional screening will receive a text message from Modern Hire (Montage) for additional questions.  You have 48 hours to respond. 

#LI-Remote

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$106,900 - $147,000 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 07-22-2025
About us
 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.