Senior Solutions Architect for Conversational AI

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The Senior Solutions Architect plays a crucial role in leveraging technology to resolve business challenges by collaborating with various user groups. This role offers strategic counsel and guidance to functional teams, drawing on extensive technical expertise.

Role Overview

The Senior Architect for Conversational AI is responsible for the complete technical architecture of sophisticated voice and chat experiences. This includes aspects such as NLU/LLM orchestration, dialog policy, integrations, security, and ensuring production reliability. You will be defining standards, reference architectures, and platform patterns that empower multiple product teams to create consistent, scalable conversational experiences across various channels.

Blending practical systems design with strategic technology direction, you will influence platform growth, guide engineering teams, and ensure solutions meet performance and customer experience objectives.

Key Responsibilities

• Enterprise Conversational Architecture
  • Design target-state architecture for conversational AI across voice, chat, and messaging.
  • Create reference patterns for intent/routing, dialog management, LLM tools, and human handoff.
• LLM + NLU Orchestration
  • Develop hybrid methodologies utilizing NLU for defined behaviors while incorporating LLMs for improved flexibility.
  • Establish standards for prompt engineering, tool usage, safety measures, and response evaluation.
• Conversation Design Collaboration
  • Work alongside Conversation Designers to convert user journeys into scalable dialog systems.
  • Define conversation state models, filling strategies, and behavior for fallback and recovery.
• Integrations with Enterprise Systems
  • Architect integrations to CRM, scheduling, claims, EHR/EMR, and contact center platforms.
  • Standardize APIs, event-driven flows, and data contracts.
• Platform Capability Leadership
  • Direct architectural decisions covering ASR/TTS pipelines, session persistence, and personalization.
• Reliability, Security, and Compliance
  • Establish guidelines for handling sensitive data while ensuring adherence to compliance standards.
  • Set Service Level Objectives (SLOs), error management strategies, and scalability benchmarks.
• Observability and Quality Assurance
  • Implement analytics standards for conversation performance and establish evaluation frameworks.
• Technical Leadership
  • Act as principal technical advisor, leading architectural reviews and mentoring engineering talent.

Your Deliverables

• Comprehensive conversational AI reference architecture for voice and chat.
• Reusable frameworks and integration blueprints for enterprise services.
• Standard operating models for observability and evaluation.

Technical Skills (Preferred Stack)

• Languages: Proficient in Python, Java, TypeScript/Node, or Go.
• LLM tools: Familiar with OpenAI, Azure OpenAI, or other major frameworks.
• NLU/dialog systems: Experience with Dialogflow, Lex, Rasa, Nuance, or equivalent tools.
• Voice technology: Understanding of ASR/TTS services and contact center integrations.
• Infrastructure: Knowledgeable in Kubernetes, serverless architecture, and CI/CD practices.
• Data management: Familiar with data stores such as Redis, Postgres, and observability tools.
• Security protocols: Expertise in IAM, encryption, and data governance.

Required Qualifications

• Over 10 years of software engineering experience, including 3+ years focused on AI/ML systems.
• Proven track record in architecting distributed systems with high availability.
• Deep understanding of conversational platforms and LLM orchestration frameworks.
• Solid experience with API design and cloud architecture.
• Proficiency in data security practices and the ability to convey architecture to stakeholders effectively.

Preferred Experience

• Expertise in deploying voice systems with performance tuning considerations.
• Experience conducting evaluation and testing for LLM systems.
• Familiarity with regulated industries and knowledge-driven systems.
• A history of leading multi-team platforms and governance practices.

What Success Looks Like

• Faster time-to-launch for conversational experiences using reusable patterns.
• Enhanced task completion rates with improved user satisfaction metrics.
• Lower failure rates and improved reliability metrics.

Leadership Competencies

• Strong architectural judgment balancing simplicity and scalability.
• Pragmatic approach toward AI utilization and system design.
• Ability to influence cross-functional teams and mentor engineers effectively.

Home Office Requirements

• Must have high-speed broadband for a home office and a dedicated workspace free from interruptions.

Travel

• While this position allows for remote work, occasional travel for training or meetings at Humana’s offices may be necessary.

Scheduled Weekly Hours

• 40

Compensation Range

• $172,200 - $236,900 per year, with eligibility for performance-based bonuses.

Benefits

Humana offers a comprehensive benefits package, including medical, dental, vision coverage, retirement plans, paid time off, and additional support for personal well-being.

Application Deadline

• 04-23-2026

About Humana

Humana is dedicated to prioritizing health across our community through innovative healthcare solutions, thereby improving quality of life for all we serve.

Equal Opportunity Employer

Humana is committed to equality in the workplace and welcomes diverse backgrounds and perspectives.