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

**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 #J-18808-Ljbffr Cigna Health and Life Insurance Company