Omnichannel Contact Center 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

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.