Senior Architect, Enterprise Architecture – Enterprise Servicing

Career Architecture Title: IT Principal Architect, Enterprise Architecture

Position Summary

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

Qualifications

• 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

Core 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

Critical Competencies

• 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

Preferred Experience

• Healthcare and servicing domain experience

• AI capabilities delivered to production

• CCaaS / voice platforms and omnichannel servicing

• Workforce management, knowledge transformation, and service orchestration