| Job Description: | | This role will define the end to end solutions for our AI driven contact center. Three major programs in scope: Guided Personal Service (GPS) program – A large solution Scaled Agile framework-based (SAFE) program consisting of 3+ agile release trains. Primary stakeholders support our Healthcare member and provider contact centers. We are in year 7 of a multi-year journey to expand support for additional lines of business in support of our business team’s mission. We are currently focused on integrating Medicaid into GPS. Member Experience (MX) – A single Agile Release Train SAFE program with the goal of increasing the satisfaction and decreasing friction of Aetna’s members through timely digital communications, enhanced digital experience and data/analytics. Your Aetna Virtual Assistant (YAVA) / Live Chat – A hybrid/SAFE program with the objective of delivering a world class voice/chat self service capability replacing our heritage IVR’s with Conversational AI. Required Skills: - Architectural/technical experience with Gen AI (RAG/chain frameworks, Vector DB searches and embeddings, Agentic AI, etc.)
- Architectural/technical expertise with cloud especially GCP, Azure, AWS (native, cloud agnostic, container, etc offerings) and cloud/SAAS systems integration.
- Experience designing REST APIs that facilitate a strong developer experience or simplify systems integration.
- Experience designing systems that leverage Kafka for messaging/streaming.
- Experience with RDBMS and/or NoSQL databases (i.e. MongoDB). Understands the benefits and trade-offs of both. Familiar with normalization and denormalization, sharding, and other data-centric patterns
- Experience with the design and development of complex systems; employs a disciplined and rigorous approach
- Adept at requirements analysis, estimation, systems and application design, and testing
- Familiarity with popular Design Patterns.
- Excellent collaboration, influencing, and consensus-building skills. Ability to work with persons in all job functions (e.g. product, program, developers, etc).
- Excellent verbal and written communications
- Ability to manage multiple competing priorities with minimal supervision. Self-directed
- A great team player, with demonstrable experience delivering superior software products via Agile methodologies
- Experience on an Agile team
- Experience with modern languages, frameworks, and technologies such as Java, JavaScript, Node.js, messaging queuing infrastructures, as well as cloud and on-premise infrastructure and services
- Experience with distributed computing architectures, including race conditions, parallelism, and concurrency control
- Meeting facilitation with stakeholders, partners and team
Desired Skills - Knowledge of impending AI agent interoperability “standards”/approached (i.e. Model Context Protocol, Agent2Agent, etc.)
- Knowledge of Salesforce AgentForce.
- Contact Center technology expertise (Salesforce, Five9, etc.)
- A proven track record working as part of a team on large/complex systems
- Experience with SAFe Software Development Principles
- Experience with distributed caching solutions; understands the factors that enable effective caching
- Exposure to CI/CD and DevOps
Basic Solution Architect responsibilities | Receive epic/feature assignments and general direction from train architect. | | Partner with Product Owner, BA and Development technical leads to refine/understand requirements. | | Partner with Solution Domain Lead architects (if necessary) to seek guidance or vet solutions impacting other domains. | | Collaborate with integration architect to deliver solution artifacts (sketch, ppt, etc.) | | Continuously attain and refine business and systems subject matter expertise. | | Leverage architecture patterns for the solution. Create them if covering new ground. | | Present solution sketches to various stakeholders (SS architect team, Infrastructure SMEs, business, etc.) for review and feedback. | Primary technologies API-first centric enterprise moving to an AI-first centric enterprise Azure cloud (compute), GCP (big data), some AWS (digital experience) Salesforce Service Cloud for user experience (GPS and some MX) |
