Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Solution Architect supporting the Contact Center technology projects. You will be responsible for providing technical design solutions for robust, scalable and mission critical customer-facing applications. You’ll work in a complex environment with a mix of legacy and modern systems and infrastructure.  As we continue to modernize and deliver exceptional experiences, we are seeking a skilled solution architect to play a key role in finding opportunities, influencing and guiding our transformation journey.

ESSENTIAL FUNCTIONS:

• Support and drive the solution architecture for Contact Center technology in alignment with Enterprise Architect and with organizational goals to simplify, automate and reuse technology assets

• Accountable to ensure high quality delivery of leading-edge solutions that meet time and cost requirements that align with business unit (BU) and enterprise architecture principles and design standards 

• Proactively identify areas and opportunities to use technology to enhance customer experience and/or organizational efficiency 

• Research and recommend opportunities to leverage technology and keep up with the industry to support the strategy 

• Directs application technology research and sponsors line of business (LOB) initiatives (early-stage development/prototype) in support of BU strategy 

• Support development of business strategies, including technology roadmaps and proposals to achieve business plans 

• Provides leadership in managing IT risk (e.g.: security, disaster recovery, technology solution quality, etc.) and control requirements 

• Drive a high-performance culture for practitioner Solution Architects and influence this culture within IT 

• Ensure leaders, employees and vendors work together to drive performance and that high expectations are achieved within the values of the organization.

• Foster collaboration and understanding across all teams to ensure functional and non-functional requirements are met while balancing business goals

• Develop and maintain application technology roadmaps that are aligned to technology and business strategy

• Define standards and best practices in relation to Digital architecture concerns

• Influence and contribute to the development of technology strategy and delivery planning

• Collaborate and guide engineering teams and applications towards target state architectures

• Coach peers to successfully adopt standards and patterns

• Develop and review solution designs and architecture decisions

QUALIFICATIONS:

• 10+ years of demonstrated experience in IT environments with a preference for significant complexity, highly regulated, and/or financial services 

• 5+ progressive leadership experience related to both projects and teams 

• Bachelor Computer Science / Software Engineering or equivalent degree

• Experience in Apex Code, triggers, custom object development, SFDC APIs, Web services, Force.com, Lightning Web Component development

• Experience working in Contact Center and with AWS connect and Sales/Service console as agent desktop an asset 

• Experience in AWS Amazon Connect, IAM, S3, Lamda, EC2, Cloudwatch, Cloudtrail, and Dynamo

• Knowledge of AI capabilities within Amazon Connect (q, Lex, Polly) and Salesforce (Einstein) platform

• Blend of technical skills and business acumen

• Experience in financial services e.g. banking, insurance or similar regulated industry

• Proven experience designing web-based solutions using public cloud (AWS) and SaaS platforms

• Practical knowledge using integration of architectures and patterns (e.g. ETL, Eventing , APIs, Microservices )

• Working knowledge of security, identity and authorization patterns

• Salesforce Platform (Sales/Service, Experience & Marketing Cloud, SFI, Data Cloud, Einstein)

• Content management systems (e.g. Adobe AEM)

• Experience in MarTech technologies and integrations

• Front-end UI frameworks (e.g. React, Vue, Angular)

• Architecture modelling languages and frameworks (e.g. TOGAF, Archimate)

• Enterprise portfolio and architecture management applications (Service Now, LeanIX)

• Developing target state architectures and roadmaps

• Working in product based and agile environments and teams

• Experience solutioning mobile applications

• Excellent AWS knowledge along with Polly, Lex, Pinpoint, Chime and other AWS services around connect and a positive attitude/customer focused

• Strong interpersonal and influencing skills

• Excellent communication, written and diagramming skills with the ability to communicate complex concepts to various audiences

• Curiosity and a passion to challenge the status-quo.  Leverage modern technologies to improve customer experience, operational excellence and manage technology risk

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.