CVS Health

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Customer Engagement Solution Architect

at CVS Health

Posted: 5/23/2020
Job Reference #: 1235697BR

Job Description

Job Description
Would you like to join CVS Health, a Fortune 5 company, on our multifaceted Customer Engagement Technology Team? As a Customer Engagement Solution Architect of PBM Technology, you will partner with the teams driving CVS Health’s member/agent service transformation in a highly visible leadership role.
In this role, you are responsible for collaborating with business and IT leaders as well as technologists, vendors and development teams to shape the future of customer care in the Pharmacy Benefit Management arena. As the strategic direction is shaped, your skills of working with project and product teams will come into use as you deliver solutions into production.
In addition, you will build a process to continue to review the latest new technologies in the customer engagement space and how they could be applied to support the PBM Care business. Work on defining processes for POC’s to prove business value and partner with business to fund technologies that will make valuable contributions.
Duties & Responsibilities:
Working as a leader influencing the strategy to transform the technology landscape around Call Center Operations and customer service platforms.
Develop strategic roadmaps with the business and build client centric architectures aligned to allow those roadmaps to be realized in an accelerated fashion.
IT leader responsible for executing strategies through work processes and/or IT enhancements, finding opportunities for improvement, and aligning with company goal
To be successful in this role, you will possess the following:
Strong technical skills and experience implementing large scale technology stacks (e.g. (800#, Call Routing/Scripting, IVR, Workforce Management, Chat, CRM (Salesforce).
Ability to lead deliverables and conflicting escalated priorities by multiple parties.

Required Qualifications
* 8 years IT industry experience in software development and/or product implementation

??? 5 years of experience in contact center architecture, implementation, integration & support with Avaya or Cisco contact center solutions

* 3 years experience in deploying SalesForce solutions focused on ServiceCloud, CRM and Knowledge Management deployments including implementation of Lightning and using Visualforce

* 2 years experience with proposing Salesforce Architecture, both Technical and Solution

* 2 years experience with agile scrum methodology

Preferred Qualifications
Bachelor's degree

Verifiable High School diploma or GED is required.

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!