Lead Solutions Architect- Genesys Conversational AI

Become a part of our caring community and help us put health first. The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.

The Lead Solution Architect is responsible for architecture design, planning, cloud migration and performance of several platforms that are used to support Humana's members. The platforms consist of Nuance IVA, Voice of the Consumer Survey, Guidance Center Video Kiosk, as well as InMoment market research. These platforms are at the core of our strategy to solicit direct feedback from the communities that we serve as well as enable the video channel for guidance centers supporting our senior population. You will be responsible for the architecture of multiple projects and ensure designs are being followed by team and provide technical advice. As we look to migrate and modernize our products to a cloud platform, you will be able to play a role in defining/implementing cloud architecture, mentoring team members on cloud technology and working with our enterprise groups to implement proper standards. The Lead Solution Architect performs technical planning, architecture development and modification of specifications. Develops specifications for new products/services, applications and service offerings. Making architectural decisions that will be followed by Software Engineers. Documenting application development processes, procedures, and standards. Assess the compatibility and integration of products/services proposed as standards in order to ensure an integrated architecture across interdependent applications. Begins to influence department's strategy. Make decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

Use your skills to make an impact.

Required Responsibilities:

• Experience as a Lead Solutions Architect involving large scale cloud contact center solutions implementation on Genesys cloud platform
• Experience with Conversational AI
• Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions
• Lead and govern technical solutions meeting functional/non-functional requirements and drive technology solution implementations
• Establish cloud platform governing and operating model
• Provide best practice recommendations and optimization opportunities within the contact center experience platform
• Collaborate with internal and external stakeholders for designing and building application architecture and components

Preferred Skillset:

• Experience as a Cloud Architect involving large scale cloud contact center solutions (SaaS vendor solutions like NICE, Genesys, etc.)
• Experience in implementing capabilities including (but not limited to): Omni-channel "Queuing, routing, and experience", Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI/ML, Chatbots etc.
• Experience integrating contact center applications with other SaaS cloud solution (like Salesforce, ServiceNow, MS Dynamics, etc.)
• Technically hands-on experience with setting up pilots and POC for solution evaluations on the SaaS platform
• Architecture development experience across Business, Application, Data and Technology domains
• Excellent communication and influencing skills
• Experience of leading major strategic business and IT transformation programs
• Ability to explain complex technical issues in a way that non-technical people may understand
• Proven track record of mentoring team in adopting new technologies
• Working with vendors to enhance tool capabilities to meet enterprise needs
• Using agile methodologies (ex: SAFe), have experience with waterfall as well

Additional Information

Why Humana? At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:

• Work-Life Balance
• Generous PTO package
• Health benefits effective day 1
• Annual Incentive Plan
• 401K
• Well-being program
• Paid Volunteer Time Off
• Student Loan Refinancing

If you share our passion for helping people, we likely have the right place for you at Humana

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/ HIPAA information

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours 40

Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $142,300 - $195,700 per year. This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 11-27-2025

About us Humana Inc. (NYSE: HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services.