The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types.
You will performs the planning, analysis, and design tasks related to the establishment and implementation of information architecture methods and data modeling deliverables for contact center applications, solution designs and development. This role brings a holistic perspective of information architecture and data modeling with data asset management considerations. You will be accountable for leading and collaborating across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.
Define and express the information architecture vision and data strategies across contact center applications and the data that flows between them
Model and maintain data models, XML schemas, and metadata models for the contact center domain of systems and applications
Relate and extend the information architecture and data models to support the required application architectures, integration architectures and service-oriented architectures (SOA)
Perform analysis and design of information security schemas and security integration strategies across applications
Analyze and define enterprise master data management and customer data integration strategies and models
Engage in business analysis, information acquisition analysis and design and data access analysis & design
Translate requirements into long-term information architecture and data management solutions
Define and maintain best practice guidelines and standards for data, metadata and XML modeling & management
Provide best practices leadership to data analysts, database administrators, application developers
Engage in archive and recovery strategy, information security and change management
Promotes open communication and team work within cross-functional business and IT teams
Work with cross-functional IT groups to promote open communication and teamwork
Candidates will possess:
10 + years of experience in the information/data architecture domain
Proven experience in enterprise data modeling, meta-data modeling, database design, XML schema design and information architecture practices
Experience in Big Data technologies and modeling practices
Knowledge of contact center technologies and channel applications (interaction routing, IVR, chat, SMS, email, co-browse, etc.)
Sense of urgency and assertiveness
Experience influencing virtual and distributed cross functional teams
Adaptability; self-starter; team player; quality minded; focused; committed; able to work independently
Excellent communication skills - written, verbal and presentation
Proven ability to hold people accountable
Demonstrated ability to work in a complex environment with often conflicting priorities
Experience in information security schema modeling and design desired
Relevant bachelor’s degree or equivalent experiences
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.