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. 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. Required Qualifications + 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. Preferred Qualifications + 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. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an annual salary of 123,500 - 205,800 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. 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. For more details on our employee benefits programs, click here (https://jobs.thecignagroup.com/us/en/benefits) . **About The Cigna Group** Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. _Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._ _If you require reasonable accommodation in completing the online application process, please email:_ _SeeYourself@cigna.com_ _for support. Do not email_ _SeeYourself@cigna.com_ _for an update on your application or to provide your resume as you will not receive a response._ _The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State._ _Qualified applicants with criminal histories will be considered for employment in a manner_ _consistent with all federal, state and local ordinances._