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

• 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.

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 seeyourself@thecignagroup.com 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.