Solutions Architects (Agentic AI/Salesforce)
Posted 2 weeks ago by 1750859670
Negotiable
Outside
Remote
USA
Summary: This role involves defining end-to-end solutions for an AI-driven contact center, focusing on three major programs: Guided Personal Service, Member Experience, and Your Aetna Virtual Assistant. The position requires extensive architectural and technical expertise, particularly in cloud technologies and integration with various systems. The candidate will work within an Agile framework to enhance member satisfaction and streamline digital communications. Collaboration with diverse stakeholders is essential to deliver superior software products.
Key Responsibilities:
- Define end-to-end solutions for AI-driven contact center programs.
- Integrate Medicaid into the Guided Personal Service program.
- Enhance member satisfaction through the Member Experience program.
- Deliver voice/chat self-service capabilities via the Your Aetna Virtual Assistant program.
- Design and develop complex systems leveraging cloud technologies and integration.
- Facilitate requirements analysis, estimation, and testing.
- Collaborate with stakeholders across various job functions.
- Manage multiple competing priorities with minimal supervision.
- Participate in Agile team activities and deliver software products.
Key Skills:
- Architectural/technical experience with Gen AI and cloud platforms (Google Cloud Platform, Azure, AWS).
- Experience designing REST APIs and systems leveraging Kafka.
- Familiarity with RDBMS and NoSQL databases.
- Excellent collaboration, communication, and consensus-building skills.
- Experience with modern programming languages and technologies (Java, JavaScript, Node.js).
- Knowledge of design patterns and Agile methodologies.
- Experience with distributed computing architectures.
- Meeting facilitation with stakeholders and team members.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Description
KEY SKILLS: Cloud, Google Cloud Platform (MANDATORY), Integration with Kafka, Agentic AI, Salesforce, Agent Force
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 Google Cloud Platform, 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
We accept C2C and W2 candidates, send your resumes to