Technical Business Architect

Optum Omni Channel Business Architect

The Optum Omni Channel Business Architect is a leadership role performing a highly collaborative function across business and IT teams to envision and deliver Omni capabilities to the business. The Business Architect, working with CCS resources (e.g. call flow analyst, platform lead), Suppliers (e.g. Genesys), and enterprise partners (e.g. Optum CIO enterprise architects), collaborates with the business to develop an end-to-end view of Omni capabilities for implementation.

Deliverables include high level requirements, designs, and diagrams articulating the Omni solution to be delivered. Solutions vary across lines of business, channels, and integrations (e.g. CRM). Additionally, this role 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-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.

The ideal candidate has a strong background in voice and data telecommunications working with software vendors such as Genesys, Avaya and Cisco. They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other Omni related channels such as IVR, chat, SMS, email. Co-browse, and chat/voice bots. For this role at Optum, we are migrating agents from Avaya/Cisco to a Genesys platform.

Top requirements include Genesys technical implementation knowledge or related skills with a similar software vendor, business requirements gathering and analysis for call center agent migrations, and the ability to lead a large cross-functional team.

Proven ability to lead large enterprise call center agent migrations between technology platforms will set candidates apart from one another. This role is part of a team. If so, please describe the team? Omni Channel Architecture team 10-12 Business Architects.

The top 5-10 responsibilities for this position include:

• Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise Omni Channel architecture.
• Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).
• Engages in business analysis and design for contact routing, personalization, Omni Channel, and self-service analysis and design.
• Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of Omni Channel business capabilities.
• Translates enterprise and/or business requirements into long-term technical architecture, Omni Channel, and data lake solutions.

The software tools/skills needed to perform these daily responsibilities include a telecommunications background, Genesys software call flow analyst, business and technical analyst, and technical writer.

Must-have skills include a telecommunications background, Genesys software call flow analyst experience, and experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etc.). Nice-to-have skills include business and technical analyst and technical writer.

The work will be performed as a remote worker. Plus, if commutable to Plymouth MN site code MN013.

Work hours are 8am-5pm Monday through Friday.

The preferred interview process is an initial 30-minute audio call followed by another round or two with other team members.