Senior Architect (IT Principal), Enterprise Architecture - Contact Center & Service Transformation
Please mention DailyRemote when applying
AI Summary
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
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 plan 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.
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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Automatically Apply to the Best Remote Jobs
Stop the endless job search. Our AI finds and applies to the best jobs for you.
