Infrastructure Engineering Senior Advisor - Remote

The Cigna Group • Tampa, FL

1d • Remote

About The Position

As a key technical leader, you will strengthen and evolve our Workforce Management (WFM) technology ecosystem—helping teams deliver reliable, insight‑driven service experiences. You’ll partner with engineers, architects, and business stakeholders to shape a modern, scalable WFM platform that supports our enterprise’s contact center strategy.

Requirements

• Minimum 5 years of experience supporting or engineering WFM or contact‑center‑related technologies.
• Strong knowledge of Cisco UCCE and HDS.
• Experience leading enterprise‑level technology strategies or standards.
• Proven ability to troubleshoot complex integrations, system behaviors, and vendor‑supported platforms.
• Demonstrated success partnering with technical and non‑technical stakeholders.

Nice To Haves

• Bachelor’s degree in a technology‑related field or equivalent work experience.
• Experience with Verint WFM, Intradiem, Alvaria, or Genesys Decisions.
• Background developing automation solutions for operational teams.
• Familiarity with large‑scale data governance, compliance frameworks, and architectural design.

Responsibilities

• Lead the long‑term strategy, standards, and architecture for enterprise WFM platforms, including Verint WFM, Intradiem, Alvaria, and Genesys Decisions.
• Provide technical expertise for WFM initiatives, ensuring high‑quality data integration, data delivery, and data governance across systems.
• Collaborate with application, solution, and technical architects to align WFM data architecture with broader enterprise technology roadmaps.
• Analyze logs, integrations, dashboards, alerts, and reports to maintain system health and improve operational performance.
• Drive evaluations of emerging technologies and conduct feasibility studies to guide enterprise adoption.
• Partner with vendors to resolve escalated issues, identify root causes, and implement solutions that enhance uptime and reliability.
• Develop and deploy automation tools that improve system operations and reduce manual workload.
• Optimize application and infrastructure performance to support seamless updates and maintenance with minimal impact to end users.
• Influence cross‑functional architectural decisions to ensure alignment with business strategy and IT priorities.
• Work independently across competing priorities and act as a key point of contact for WFM support matters.

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level