Senior Architect (IT Principal), Enterprise Architecture - Contact Center & Service Transformation

Job description

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, A...