The Omni Channel 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 ~100,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat,email, click-to-call, and other contact types.
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-timecommunications, 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.
In this newly created role, you will serve in a business facing architecture role to assist in driving a transformation and modernization agenda relative to our Contact Centers. You will be accountable for engaging with business leadersto fully understand how our customers access and interact with our contact centers (both self-service and human interactions). Responsibilities will include contributing to the roadmap for agent migration to a new Omni Channel platform.
Specific responsibilities will include:
Lead and/or actively participate in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise Omni Channel architecture
Define and communicate the contact center architecture vision for business and technical strategies acrosscontact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones)
Define and develop evolving standards for Omni Channel capabilities leveraging leading technologies from strategic partners, Optum teams, and open source solutions
Engage in business analysis and design for contact routing, personalization, Omni Channel, and self-service analysis and design
Analyze and define business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of Omni Channel business capabilities
Translate enterprise and/or business requirements into long-term technical architecture, Omni Channel, and data lake solutions
Define and maintain best practice guidelines, standards, and architectural patterns for Omni Channel capabilities ensuring repeatable, sustainable business solutions
Develop and review new features and user stories for Agile platform and delivery teams
Work with cross-functional business and technology groups to promote open communication and teamwork
Develop soft-phone and hard-phone solutions for unique use cases across agent office and work at homescenarios, ensuring seamless integration with CRM desktop applications (based on relevant skill-set)
Perform analysis and design of PCI requirements, and align an overall solution with information security integration and risk management strategies (based on relevant skill-set)
Provide best-practice leadership to platform and business delivery teams
Train and/or mentor both technical and business team members as appropriate
7 + 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 experiences
Sense of urgency and assertiveness
Experience influencing virtual and distributed cross functional teams
Adaptability; self-starter; team player; quality minded; focused; committed; able to workindependently
Excellent communication skills - written, verbal and presentation
Proven ability to hold people accountable
Demonstrated ability to work in a complex environment with often conflicting priorities
Relevant bachelor’s degree or equivalent experiences
Business and/or Technical experience in real-time communications systems, integrated third party applications, custom applications and architecture practices for large enterprise contact centers
In-depth experience with Genesys contact center platform, call flow implementation, administrative tools, standard and custom reporting, and agent migrations
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 thehealth 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 andthe brightest work together to make positive change a reality. This is the place to do your life's bestwork.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.