Contact Center Business Architect

Ideal locations include: Duluth, GA; Denver, CO; Corona, CA; Hyattsville, MD; Pleasanton, CA; San Diego, CA; Portland, OR; Renton, WA Technical Summary: The Contact Center Systems and Applications (CCSA) Business Architect plays a critical role in shaping the future of the Health Plan Member Services (HP-MS) technology ecosystem that supports Kaiser Permanente's Member Service Contact Centers (MSCC). Serving as the primary business architecture and contact center subject matter expert, this role provides a holistic view of the contact center landscape across people, processes, technology, and operational capabilities. The Business Architect is accountable for assessing current-state operations and technologies, defining target-state capabilities, and guiding the design of scalable, cloud-based contact center solutions that support enterprise contact-center-as-a-service and omnichannel strategies. This role develops and maintains business capability maps, architectural roadmaps, and future-state visions to ensure technology investments and transformation initiatives align with organizational goals and member experience objectives. Working across multiple business and technology teams, the Business Architect drives alignment, prioritization, and adoption of modernization efforts by translating complex operational needs into clear architectural direction and actionable business requirements. The role influences strategic decision-making, promotes integrated and modular solution design, and ensures that the MSCC operating model and supporting platforms evolve in a coordinated, sustainable, and future-ready manner.

Serves as an expert consultant to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects. Provides expertise and drives the development and implementation of complex business initiatives, systems, and/or processes to a desired future state. Develops business strategy and ensures alignment and prioritization of organizational objectives and business initiatives. Manages complex projects or project components, leads large and complex change management initiatives, and leads team members in performing complex data analyses to drive business initiatives. Participates in vendor management as required. Monitors compliance of work activities by ensuring business plans and team members adhere to relevant policies and procedures.

Promotes learning in others by communicating information and providing advice to drive projects forward; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides actionable feedback to others, including upward feedback to leadership; influences, mentors, and coaches team members. Practices self-leadership; creates, evaluates, and responds to the strengths and weaknesses of self and unit or team members. Leads the adaptation to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Fosters open dialogue amongst team members. Drives the execution of multiple work streams by identifying member and operational needs; translates business strategy into actionable business requirements; develops and updates new procedures and policies. Gains cross-functional support for objectives and priorities; determines and carries out processes and methodologies; solves highly complex issues; escalates and resolves issues as appropriate; sets standards and measures progress. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; influences the completion of project tasks by others. Serves as an expert consultant to ensure the alignment, buy-in, and coordination of diverse stakeholders and business owners to drive the implementation of