Carex is partnering with a Healthcare Consulting firm partner to hire a Senior Solution Architect, Omnichannel Customer Engagement to design and guide scalable, compliant customer communication solutions across email, MyChart, SMS/text, direct mail, and IVR/voice channels. This is a remote, part-time engagement of approximately 20 hours per week, running through the beginning of April 2027. This role will lead solution architecture across customer journeys, enterprise platforms, data integrations, and technical delivery, translating business needs into scalable, implementation-ready solutions.
What You’ll Do
- Design end-to-end omnichannel engagement solutions across MyChart, email, SMS/text, direct mail, IVR/voice, and emerging AI-driven channels.
- Architect customer journeys that incorporate audience qualification, triggers, channel sequencing, business rules, response pathways, and escalation workflows.
- Develop scalable, reusable architecture patterns and detailed solution designs, including workflows, data mappings, integrations, and implementation roadmaps.
- Evaluate platform-native, integrated, custom, phased, and interim solution approaches and recommend the best path based on scalability, security, compliance, maintainability, cost, and delivery timelines.
- Design integrations across technologies such as Epic, Salesforce, Facets, Databricks, MSSQL, NICE CXOne, Cisco, Luma SMS, Messagepoint, and customer preference and consent platforms.
- Define approaches for data sourcing, identity resolution, audience segmentation, attribution, communication history, and customer preferences.
- Establish architecture standards and reusable patterns while identifying opportunities to simplify the technology landscape, reduce technical debt, and improve delivery velocity.
- Translate architecture decisions into clear, implementation-ready direction for developers, data engineers, integration teams, QA, campaign teams, vendors, and support teams.
- Define technical dependencies, data flows, integration points, sequencing, testing requirements, operational impacts, and release considerations.
- Support Agile delivery throughout development and testing, resolving architecture questions, dependency conflicts, and design deviations.
- Ensure communication solutions meet HIPAA, TCPA, CMS, applicable state regulatory, privacy, security, consent, opt-out, and auditability requirements.
- Partner with business, product, compliance, operations, and technology stakeholders to evaluate tradeoffs and drive alignment on architecture decisions.
- Communicate complex technical recommendations clearly to both executive stakeholders and technical delivery teams.
What You’ll Bring
- Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration, Business, Marketing Technology, or a related field.
- 7+ years of experience in solution architecture, CRM architecture, marketing technology, healthcare technology, or a related discipline.
- 5+ years of experience designing enterprise customer engagement solutions.
- Experience implementing and integrating healthcare technology platforms and supporting large-scale customer communication programs.
- Strong experience with several of the following: Epic MyChart, Cheers, Hello World, or Healthy Planet; Salesforce Health Cloud, Marketing Cloud, or Data Cloud/Data 360; Facets; Databricks; customer journey orchestration; API and integration architecture; and SMS, IVR, email, or direct mail technologies.
- Strong understanding of data modeling, audience segmentation, healthcare data, interoperability, identity resolution, and customer preference/consent management.
- Demonstrated ability to evaluate multiple technical approaches, articulate tradeoffs and risks, and recommend scalable solutions aligned with enterprise architecture standards.
- Experience translating complex solution designs into actionable direction for cross-functional technical teams.
- Strong stakeholder management, negotiation, consensus-building, and executive communication skills.
- Knowledge of healthcare privacy and regulatory requirements, including HIPAA, TCPA, and CMS requirements.
- Salesforce, Epic, TOGAF, PMI, Agile, or SAFe certifications are preferred.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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