AI Solution Architect

AI Driven Contact Center Solution Architect

This role will define the end to end solutions for our AI driven contact center.

Three Major Programs In Scope:

Guided Personal Service (GPS) program – A large solution Scaled Agile framework-based (SAFE) program consisting of 3+ agile release trains. Primary stakeholders support our Healthcare member and provider contact centers. We are in year 7 of a multi-year journey to expand support for additional lines of business in support of our business team’s mission. We are currently focused on integrating Medicaid into GPS.

Member Experience (MX) – A single Agile Release Train SAFE program with the goal of increasing the satisfaction and decreasing friction of Aetna’s members through timely digital communications, enhanced digital experience and data/analytics.

Your Aetna Virtual Assistant (YAVA) / Live Chat – A hybrid/SAFE program with the objective of delivering a world class voice/chat self service capability replacing our heritage IVR’s with Conversational AI.

Required Skills:

• Architectural/technical experience with Gen AI (RAG/chain frameworks, Vector DB searches and embeddings, Agentic AI, etc.)
• Architectural/technical expertise with cloud especially GCP, Azure, AWS (native, cloud agnostic, container, etc offerings) and cloud/SAAS systems integration.
• Experience designing REST APIs that facilitate a strong developer experience or simplify systems integration.
• Experience designing systems that leverage Kafka for messaging/streaming.
• Experience with RDBMS and/or NoSQL databases (i.e. MongoDB). Understands the benefits and trade-offs of both. Familiar with normalization and denormalization, sharding, and other data-centric patterns
• Experience with the design and development of complex systems; employs a disciplined and rigorous approach
• Adept at requirements analysis, estimation, systems and application design, and testing
• Familiarity with popular Design Patterns.
• Excellent collaboration, influencing, and consensus-building skills. Ability to work with persons in all job functions (e.g. product, program, developers, etc).
• Excellent verbal and written communications
• Ability to manage multiple competing priorities with minimal supervision. Self-directed
• A great team player, with demonstrable experience delivering superior software products via Agile methodologies
• Experience on an Agile team
• Experience with modern languages, frameworks, and technologies such as Java, JavaScript, Node.js, messaging queuing infrastructures, as well as cloud and on-premise infrastructure and services
• Experience with distributed computing architectures, including race conditions, parallelism, and concurrency control
• Meeting facilitation with stakeholders, partners and team

Desired Skills

• Knowledge of impending AI agent interoperability “standards”/approached (i.e. Model Context Protocol, Agent2Agent, etc.)
• Knowledge of Salesforce AgentForce.
• Contact Center technology expertise (Salesforce, Five9, etc.)
• A proven track record working as part of a team on large/complex systems
• Experience with SAFe Software Development Principles
• Experience with distributed caching solutions; understands the factors that enable effective caching
• Exposure to CI/CD and DevOps

Basic Solution Architect Responsibilities

Receive epic/feature assignments and general direction from train architect.

Partner with Product Owner, BA and Development technical leads to refine/understand requirements.

Partner with Solution Domain Lead architects (if necessary) to seek guidance or vet solutions impacting other domains.

Collaborate with integration architect to deliver solution artifacts (sketch, ppt, etc.)

Continuously attain and refine business and systems subject matter expertise.

Leverage architecture patterns for the solution. Create them if covering new ground.

Present solution sketches to various stakeholders (SS architect team, Infrastructure SMEs, business, etc.) for review and feedback.

Primary Technologies

API-first centric enterprise moving to an AI-first centric enterprise

Azure cloud (compute), GCP (big data), some AWS (digital experience)

Salesforce Service Cloud for user experience (GPS and some MX)

Required Skills : AI,Mobile Applications,Azure,Javascript

Basic Qualification :

Additional Skills :

This is a high PRIORITY requisition.