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OmniChannel Business Architect
Plymouth, Minnesota  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on July 30, 2021
Job Id #48433 Posted June 18, 2021

Projects the candidate will be working on:

  • The Optum OmniChannel 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 ~100,000 agents globally, and will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types.

Ideal Background:

  • The ideal candidate has a strong background in voice and data telecommunications working with software vendors such as Genesys, Avaya and Cisco.
  • They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other Omni related channels such as IVR, chat, SMS, email. Co-browse, and chat/voice bots. For this role at Optum, we are migrating agents from Avaya/Cisco to a Genesys platform.


  • Proven ability to lead large enterprise call center agent migrations between technology platforms.

Top Requirements:

  • Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team.

Team and Team size:

  • Part of a team.
  • OmniChannel Architecture team 10-12 Business Architects.

Top Responsibilities:

  • Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architecture.
  • Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).
  • Engages in business analysis and design for contact routing, personalization, OmniChannel, and self-service analysis and design.
  • Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of OmniChannel business capabilities.
  • Translates enterprise and/or business requirements into long-term technical architecture, OmniChannel, and data lake solutions.

Software tools/skills:

  • Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.


  • Telecommunications background, Genesys software call flow analyst.

Nice to have:

  • Business and technical analyst, Technical writer.

Working Time:

  • 8am-5pm Monday through Friday

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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