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 If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an annual salary of 139,900 - 233,100 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here. About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you need a reasonable accommodation to complete the online application process, please email View email address on click.appcast.io for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.