Customer Engagement Solutions Director - Evernorth Health Services - Hybrid

The job profile for this position is Architecture Director, which is a Band 5 Management Career Track Role.

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.

CIGNA is looking for a Customer Engagement Solutions Director (CESD) (Architecture Director) with proven experience with architecting, implementing and managing large enterprise customer service programs. The role will serve both at the strategic and tactical levels across CIGNA programs implementing solutions that meet the business and program requirements. In this role the individual will lead and coordinate with other team members to defining the CIGNA strategy for customer engagement solutions, provide technical support, and support initial setup and delivery of service delivery solutions. 

The role will focus on increasing business value through innovative solutions that result in improvement of customer experience across CIGNA programs.  The candidate must have proven experience to operate independently and demonstrate experience providing leadership and guidance to architect and implement Customer Engagement Solutions.

Job Responsibilities/Duties:

• Provides oversight to the multiple projects led by multiple solution leads, utilizing both direct and subcontracted labor
• Managerial oversight is required for the financial, subcontract management and Human Capital well-being of the programs and platforms, with a primary focus of ensuring delivery excellence
• Ideal candidate would have a focus on tactical and strategic customer relationship management as well as being able to seamlessly integrate with project, program, and division and segment organizations
• Consult with customer and Contractor personnel to formulate and review task plans and deliverables, ensuring conformance with program and project task schedules, costs, performance, and contractual obligations
• Engage with internal teams to lead, develop and establish Contact Center methodologies and best practices to enable implementations of small to large enterprise programs
• CESD will be responsible for supporting opportunity pursuits that include review, and support for proposal response development, and authoring whitepapers.
• The candidate will lead and provide technical leadership including proposing standard tools to new pursuits and on existing programs
• CESD will identify and develop the technology and offering partner strategy around contact centers and support the business and operations stakeholders around partnering and teaming decisions.
• As required, the CESD will develop and provide presentations and demonstrations of solutions to both internal and external stakeholders
• Facilitate and engage with stakeholders and senior leaders to discuss systems modernization leveraging innovative delivery methodologies.
• Provide guidance and roadmap to transitioning from legacy implementation approaches to more outcomes driven approaches including providing leadership and coaching
• Provide program leadership to manage and deliver on complex enterprise Contact Center initiatives including multiple programs across an enterprise portfolio
• Engage with internal program teams to provide support and guidance, and oversee program adherence to Contact Center best practices  

Requirements:

• Over 10 years of proven experience with design, development, and implementation of large enterprise Contact Center programs
• CESD must have a thorough understanding around the contact center industry technology and the current and future technology vision and its future growth and strategy for CIGNA around customer contact center.  
• Demonstrated knowledge and experience with evangelizing and facilitating transformation from     legacy platforms to modern more customer focused solutions
• Seven to ten years' leadership experience in a commercial or governmental contact center environment.
• Strong demonstrated skills with analytical problem solving, with ability to collaborate with other team members to solve problems while actively seeking input from multiple sources
• Strong written and verbal communication skills, including presentation skills to senior management both internal and external including SMEs
• CESD should have PMP, ITIL and / or solution provider certification (e.g. Genesys / Cisco / Avaya experience)
• BS in Computer Science or related engineering field; Masters preferred

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.

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.