Senior Solution Architect

Kforce has a client in Fitchburg, WI that is seeking a Senior Solution Architect, Omnichannel Customer Engagement who will be responsible for designing, governing, and optimizing automated customer communication solutions across multiple channels including email, MyChart messaging, SMS/text messaging, printed letters, and automated IVR/voice outreach. This role serves as the technical and functional bridge between business stakeholders, digital engagement teams, CRM platforms, healthcare systems, and technology delivery teams. Summary: The Architect works with the business analyst to translate business goals into scalable, compliant, and personalized customer engagement journeys while ensuring seamless integration across enterprise platforms such as Epic, Salesforce, Facets, Customer Data Platforms, and communication technologies. The role is accountable for end-to-end solution design, data requirements, channel orchestration, integration strategy, consent management, and technical governance for patient and member communications. The candidate is expected to evaluate multiple implementation approaches for complex engagement capabilities, clearly articulate the pros, cons, risks, dependencies, and scalability implications of each option, and recommend a preferred path aligned to enterprise architecture standards, platform best practices, functional requirements, non-functional requirements, compliance obligations, and delivery timelines. The Senior Solution Architect must be able to influence stakeholders toward practical, scalable solutions while ensuring delivery teams understand the design intent, technical dependencies, integration impacts, and sequencing needed for successful execution. Duties:

• Design end-to-end customer engagement solutions that coordinate communications
• Create customer journey architectures
• Establish data sourcing, audience qualification, identity resolution, and attribution methodologies
• Bachelor's degree in Information Technology, Healthcare Administration, Computer Science, Business, Marketing Technology, or related field
• 7+ years of experience in solution architecture, CRM architecture, marketing technology, or healthcare technology
• 5+ years designing enterprise customer engagement solutions
• Experience implementing and integrating healthcare technology platforms
• Experience supporting large-scale customer communication programs
• Strong experience with several of the following: Epic (MyChart, Cheers, Hello World, Healthy Planet); Salesforce Health Cloud; Salesforce Marketing Cloud; Salesforce Data Cloud/Data 360; Facets Customer journey orchestration; API and integration architecture; Data modeling and audience segmentation; SMS, IVR, Email, and Direct Mail technologies; Healthcare data and interoperability concepts; Marketing intelligence and analytics

• Salesforce Certified Technical Architect, Application Architect, or System Architect
• Salesforce Marketing Cloud Certifications
• Epic Certifications (Cheers, Healthy Planet, MyChart, Hello World)
• TOGAF Certification
• PMI, Agile, or SAFe certifications