Contact Center Business Architect

Kaiser Permanente; Duluth (GA); Hybrid; USD 140,000 - 170,000; Full time

Job summary

Kaiser Permanente is seeking a seasoned Business Architect for the Contact Center Systems and Applications. You will translate complex operational needs into clear architectural direction and guide cloud-based, omnichannel solutions across MSCC.

Lead cross-functional teams, manage vendors, and ensure alignment with member experience goals. You will develop capability maps, roadmaps, and future-state visions while guiding modernization efforts in a large, integrated health system.

Qualifications

• Minimum four years in a leadership role in consulting, project management, or operations.
• Experience in healthcare or large multi-hospital systems is preferred.
• Strong ability to translate business needs into actionable requirements.

Responsibilities

• Leads multiple work streams and aligns initiatives with business strategy.
• Develops requirements and oversees development of complex solutions.
• Manages vendor relationships and ensures SLAs are met.
• Monitors compliance with policies and drives change management.

Skills

Leadership experience

Stakeholder management

Change management

Data analysis

Project management

Education

Bachelor's degree from an accredited college or university

Master's degree in Business, Public Health, or related field

Job description

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.

Job Summary:

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.

Essential Responsibilities:

• 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 successful business initiatives and projects across multiple functional tracks or complex workstreams by identifying and ensuring representation and inclusion of appropriate stakeholders; building rapport and partnerships with key stakeholder teams, third party vendors, and senior management; partnering with stakeholders to develop goals and set the prioritization of deliverables; driving business processes (e.g. project change management, communication) and facilitating decisions necessary for the delivery of business initiatives; communicating and resolving tough issues with stakeholders while maintaining an independent perspective; and making formal presentations and providing reports to executive level audiences.
• Develops requirements, or leads a team of consultants in the development of requirements, for complex or specialized business, process, or system solutions which may span multiple business domain(s) by leveraging partnerships with key stakeholders and cross-functional teams as appropriate; leveraging multiple business requirements gathering methodologies to identify business, functional, and non-functional requirements; and leading and overseeing the development and documentation of comprehensive business cases to assess the costs, benefits, and ROI of proposed solutions.
• Provides expertise and drives the development and implementation of complex business initiatives, systems, and/or processes to a desired future state by maintaining a comprehensive understanding of how current processes impact business operations across multiple domains; mapping current state against future state processes; identifying the operational impact of requirements on upstream and downstream solution components; providing options and recommendations to executive management and business stakeholders on how to integrate solutions and deliverables with current systems and processes across regions or domains; and leading the identification and validation of value gaps and opportunities for process enhancements or efficiencies.
• Develops business strategy and ensures alignment and prioritization of organizational objectives and business initiatives by defining, developing, and evaluating performance metrics, standards, and methods to establish business success; partnering with executive stakeholders, often with competing/conflicting objectives, to ensure cohesive and reachable metrics; refining strategic plans and performance metrics as appropriate; and managing a portfolio of diverse and complex initiatives to ensure delivery of measurable results and alignment with strategic objectives.
• Serves as a lead advocate for continuous learning and professional development by keeping abreast of cutting edge industry practices, standards, and benchmarks; attending and presenting at roadshows, conferences, and speaking events; leading the ongoing enhancement and innovation of consulting practices, standards, and methods across KP; serving as an advocate to ensure continuous learning and improvement is championed as a people strategy; providing training and guidance to stakeholders as appropriate; and providing ongoing coaching to build a continuous improvement mindset and build capabilities that drive results.
• Manages complex projects or project components by identifying and coordinating stakeholder contacts; assembling team based on project needs and team member strengths; developing, analyzing, and managing project plans; negotiating and managing project schedules and resource forecasts; managing project financials and deliverables; proactively monitoring and identifying project or business initiative risks, issues, and trigger events; developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate.
• Leads large and complex change management initiatives associated with business improvement by engaging stakeholders to obtain support and buy in for changes; partnering with executive management, project champions, and process owners to communicate and align improvement initiatives with business objectives; determining appropriate change management method and approach; and ensuring stakeholders embrace a change management mindset, understand intent and purpose, and foster a culture of change.
• Leads and consults team members in performing complex data analyses to drive business initiatives by recommending appropriate data analysis tools and approach to assess business performance; determining suitable data gathering and analysis methods (e.g., process observation, hard data, etc.); defining data requirements and obtaining customer agreements, including customer requirements as appropriate; conducting advanced analyses and performing experimental tests to evaluate the effectiveness of business solutions; and identifying and alleviating risks through data-driven analysis.
• Participates in vendor management as required by reviewing vendor performance levels; ensuring service level agreements are met; managing vendor invoices; and partnering with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate.
• Monitors compliance of work activities by ensuring business plans and team members adhere to KP, departmental, and/or business line policies and procedures.

Minimum Qualifications:

• Minimum four (4) years experience in a leadership role with or without direct reports.
• Bachelors degree from an accredited college or university and mimimum ten (10) years experience in consulting, project management, data analytics, operations or a directly related field OR Masters degree in Business, Public Health, or a directly related field and mimimum eight (8) years experience in consulting, project management, data analytics, operations or a directly related field OR Minimum thirteen (13) years experience in consulting, project management, data analytics, operations or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Business Acumen; Change Management; Negotiation; Creativity; Applied Data Analysis; Financial Acumen; Conflict Resolution; Managing Diverse Relationships; Process Validation; Project Management; Risk Assessment; Service Focus; Requirements Elicitation & Analysis

Preferred Qualifications:

• Five (5) years of experience consulting in a large multi-hospital system.
• Five (5) years of experience working with outpatient/ambulatory service line optimization.