Senior IT Solution Architect (Contact Center)

Division or Field Office:

Office Of The President

Department of Position: Office of the CIO Department

Work from:

Corporate Office in Erie, Pa Salary Range:

$106,935.00 - $170,817.00 *

salary range is for this level and may vary based on actual level of role hired for

• This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location, and experience of an applicant, as well as level of role for which the successful candidate is hired.

At Erie Insurance, you're not just part of a Fortune 500 company; you're also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

Benefits That Go Beyond The Basics

We strive to be Above all in Service to our customers-and to our employees. That's why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.

• Low contributions to medical and prescription premiums. We currently pay up to 97% of employees' monthly premium costs.

• Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.

• 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.

• Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.

• Career development. Including a tuition reimbursement program for higher education and industry designations.

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Creates an environment where full context is provided to drive strategy for moderately complex, transformative initiatives. Develops and validates the IT architecture against requirements of the business for initiatives of moderate architectural impact. Sets direction and achieves alignment around the IT strategy and determines the best path to achieve it. Empowers the organization to efficiently make high-quality technology and process decisions that enable our business vision in environments that require moderate sophistication in relationship building and partnership. May perform duties in one or more of the following practices: Enterprise Architecture, Solution Architecture, and Technology Architecture.

What You'll Do:

This opportunity is for a Sr IT Architect and will focus on Solution Architecture for our Enterprise Contact Strategy, including but not limited to the following technology domains and associated initiatives: Contact Center, Customer Relationship Management, Case Management, Knowledge Management and Telephony Systems.

Experience and skills in the following areas is preferred:

• Architecture and technical leadership in larger contact center environments

• Architecture of contact center solutions

• Customer relationship management solutions

• Case management solutions

• Knowledge management solutions

• Telephony systems

Duties and Responsibilities

• Applies focus to driving change within people as change leaders, catalyzers, influencers, etc.

• Aligns investments to business outcomes by providing the direction and artifacts for how people, processes, technology, and information combine to improve business capabilities.

• Actively matures discipline based on industry and internal best practices.

• Actively engages with partners to define business outcomes. Clearly articulates business and technical concepts so others can understand the context of our investments.

• Provides outside-in (external, industry, customer, etc.) and outcome-based perspective to drive change that reduces expenses, enables business agility, and improves competitive position. Ensures flexibility of change to future-proof investment by providing the ability to re-configure or pivot as necessary with less switching costs.

• Drives collaboration across disparate groups on broad topics towards decisionable results and provides appropriate levels of open communication.

• Utilizes sufficient facts and sound business judgment to influence decision makers in an evolving environment and captures those decisions in meaningful artifacts. The artifacts are created as written accounts of collaboration.

• Forms an effective partnership with other job families for results-driven outcomes. Presents a unified architectural perspective and function.

The first eight duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

The position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear.

Competencies

• Self-Development

• Collaborates

• Cultivates Innovation

• Instills Trust

• Decision Quality

• Values Diversity

• Nimble Learning

• Customer Focus

• Optimizes Work Processes

• Ensures Accountability

• Information Management Skills

• Job-Specific Knowledge

• Using Tables And Graphs

Qualifications

• Bachelor's degree in IT, MIS, Business or related field, plus five years' related experience, or;

• Associate's degree in a technical field, plus seven years' related experience, or;

• High School Diploma plus nine years' related experience.

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Physical Requirements

• Lifting/Moving 0-20 lbs; Occasional (

• Lifting/Moving 20-50 lbs; Occasional (

• Ability to move over 50 lbs using lifting aide equipment; Rarely

• Driving; Occasional (

• Pushing/Pulling/moving objects, equipment with wheels; Rarely

• Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%)

• Climbing/accessing heights; Rarely

Nearest Major Market: Erie