Solutions Architect - Contact Center Technology

We need to output HTML fragment with sections: About the role? The posting includes a paragraph about Duly Health and Care, then Benefits list, then Solutions Architect - Contact Center Technology with details. We need headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We have: - About the role: The paragraph describing the role, mission, etc. Could be "About the role" section. - Responsibilities: The bullet points under Technical Execution & Application Expertise (40%), Collaboration & User Support (40%), Risk Management, Documentation & Governance (20%). Those are responsibilities. - Requirements: The qualifications section includes education, experience, etc. Could be "Requirements" or "Qualifications". The posting has "Qualifications" heading. We'll treat as "Qualifications". Also there is "Skills" maybe separate? The qualifications includes many skill items; we could put them under "Skills". But we need to avoid duplication. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide which sections to include based on content. We have content for: - About the role: yes. - Responsibilities: yes (the three categories with bullet-like paragraphs). - Qualifications: yes (education, experience, etc.) - Skills: maybe we could extract skill items from qualifications, but qualifications already includes skills. Could combine. But we could still have a Skills section listing technical skills: Five9, CUCM, SIP, RTP/RTCP, WebRTC, Web Sockets, JavaScript, SQL Server, SSIS, IIS, SharePoint, website technologies, APIs, HL7, etc. However the qualifications already includes those as part of qualifications. To avoid duplication, we could put them under Skills and keep Qualifications more about education/experience. But the instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we need to keep all info; we can split but must not lose any. It's okay to have overlapping as long as we keep all info. However we should avoid redundancy? Not explicitly forbidden, but better to avoid duplication. We'll try to split logically. Let's parse qualifications paragraph: "Bachelor's degree in information technology, computer science, or related field (or 6+ years of related experience in lieu of degree). Master's degree preferred but not required. 7+ years of IT application/systems architecture, engineering, or development experience (with bachelor's degree); 10+ years if candidate does not hold a bachelor's degree. Hands-on experience architecting or administering Five9 contact center platform (IVR scripting, skills-based routing, Agent Assist, AI Insights) required. Experience with Cisco Unified Communications Manager (CUCM) and broader Cisco voice/UC ecosystem required. Experience designing or implementing AI Virtual Agents (IVA), conversational AI, or generative AI solutions in a contact center environment strongly preferred. Working knowledge of SIP, RTP/RTCP, WebRTC, Web Sockets, and JavaScript. Experience with SQL Server, SSIS, IIS, SharePoint, and website technologies is beneficial. Project experience required, including contributing to cross-functional technical initiatives. Demonstrated experience driving process and implementation improvements. Healthcare experience strongly preferred. Strong understanding of multi-tier application design and enterprise architecture principles. Familiarity with database design and usage. Excellent analytical, organizational, and problem-solving skills. Strong communication skills with the ability to work effectively across all levels of the organization, including stakeholders and external vendor partners. Ability to remain calm and effective in high-pressure, high-visibility situations. Comfortable executing change and improving processes within a defined technical strategy. Flexible and adaptable interpersonal style. Knowledge of APIs and HL7 is a plus. Strong hands-on technical capability across complex, cross-functional technology projects." We could treat this as Qualifications (education + experience) and Skills (technical skills). But many items are skills. Could put all under Qualifications and omit Skills section. The instruction says include a section ONLY when the posting has real, specific content for it. If we don't have distinct Skills content separate from Qualifications, we could omit Skills. However we have skill details; but they are within Qualifications. It's ambiguous. Safer to include Qualifications and maybe Skills as separate but we risk duplication. I'd choose to include Qualifications only, and not Skills, to avoid duplication. The instruction: "Prefer a few substantive sections over many thin ones." So we can combine. Benefits: we have a list. Pay: we have compensation base pay range. Schedule: we have "Full-Time | 40 Hours/Week | Monday–Friday Hybrid Role – Must Travel to Downers Grove Corporate Office". That's schedule info. Thus sections: About the role, Responsibilities, Qualifications, Benefits, Pay, Schedule. We need to use

for each section heading. Inside each section, use

for prose,

• for lists. We must not repeat job title as heading. The job title is "Solutions Architect - Contact Center Technology". We'll not use as heading. We must not include Job ID etc. We must remove boilerplate: internal career site note, EEO, etc. Already not present. We must preserve all substantive information. Let's craft. About the role: combine the introductory paragraph(s) about Duly Health and Care and the role description. The posting starts: "If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site." That's a note for internal applicants; we should remove as it's application instruction? It's a note about internal application; maybe considered boilerplate? It's not EEO but it's about application process. The instruction: remove application instructions. So we should remove that line. Then: "At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do. With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve." Then after Benefits list, there is "Solutions Architect - Contact Center Technology Full-Time | 40 Hours/Week | Monday–Friday Hybrid Role – Must Travel to Downers Grove Corporate Office". That's the job title and schedule; we already have schedule separate. We'll not repeat title. Then the role description: "Experience with Five9 and Cisco Unified Communications Manager (CUCM) preferred The Solutions Architect is responsible for executing the architecture, scope, and technical strategy defined by IT leadership for Duly's contact center voice platform. This role takes strategic direction and translates it into detailed system specifications, builds, and implementations. The position operates at the highest technical execution level across the full system lifecycle from detailed design through implementation, testing, and ongoing optimization while working within the technology strategy and standards set by leadership. A key focus of this role is building, configuring, and enhancing the voice and AI solutions supporting the Five9 contact center platform and its integration with Cisco Unified Communications Manager (CUCM), executing against the architecture and roadmap defined by leadership. The Solutions Architect will develop high-quality, reliable, and high-performing voice and AI applications using technologies such as SIP, RTP/RTCP, IVR, IVA (Intelligent/AI Virtual Agents), WebRTC, Web Sockets, and JavaScript, alongside conversational AI and generative AI capabilities (e.g., Five9 Agent Assist, AI Insights, and AI Virtual Agent/IVA build-out). This role requires strong technical execution ability, problem-solving skill, and cross-functional collaboration to drive exceptional customer and patient experiences." We can include that in About the role or Responsibilities? The responsibilities are detailed later. The above is more general role description. We'll put in About the role. Now Responsibilities: we have three categories with percentages and bullet-like paragraphs. We'll turn each into
  • items. Technical Execution & Application Expertise (40%): list items: - Serve as the hands-on Subject Matter Expert (SME) for the Five9 contact center platform and its integration with Cisco Unified Communications Manager (CUCM). - Execute the technical build-out of voice, IVR, and AI Virtual Agent solutions according to the architecture, standards, and roadmap defined by IT leadership. - Build and configure AI Virtual Agent (IVA) and conversational AI solutions, including intent design, natural language understanding, and integration with Five9 Agent Assist and AI Insights, per defined use cases and specifications. - Understand the full application and telephony stack (Five9, CUCM, SIP trunking, IVR/IVA, WebRTC) and resolve complex or unique technical issues during implementation. - Assist in evaluating new AI, automation, and contact center technologies, providing technical input to leadership's strategy and roadmap decisions. - Design, develop, and maintain integrations, utilities, and applications connecting Five9, CUCM, and adjacent systems (e.g., Epic, CRM, WFM) to solve business problems as directed. - Support technical planning for software strategies, platform upgrades, and migrations set by leadership. - Build and support application interfaces (APIs) across the voice/AI ecosystem. Collaboration & User Support (40%): - Work directly with end-users and operational leaders to resolve issues related to daily operations, call routing, and system workflows. - Partner with physicians, operational leaders, and business stakeholders to gather requirements and implement system solutions, including AI Virtual Agent use cases, in line with the strategy set by leadership. - Help stakeholders understand workflow implications of implemented solutions and surface enhancement opportunities to leadership. - Serve as a technical point of contact with Five9 and Cisco account teams during implementation and support engagements, in coordination with leadership. - Foster a collaborative working relationship across IT and operational partners during builds, testing, and rollout. Risk Management, Documentation & Governance (20%): - Identify, analyze, and escalate technical risks and issues encountered during implementation of critical initiatives, including AI/voice platform changes. - Analyze system and usage data (e.g., Five9 usage, licensing, AI/IVA performance) to identify trends and surface recommendations to leadership. - Apply the architecture standards, guidelines, and best practices defined by leadership for voice and AI Virtual Agent solutions. - Create and maintain technical documentation, including specifications, release notes, test plans, and training materials, based on direction from leadership. - Coordinate with cross-functional groups such as compliance, security, and patient accounts on implementation details involving PHI, biometric data, and AI output. - Perform additional duties as assigned. Now Qualifications: we need to keep all info. We'll split into maybe two
    lists: Education/Experience and Technical Skills? But we decided to keep as Qualifications only. We'll still use
    • for each bullet. Let's list qualifications as bullet points: - Bachelor's degree in information technology, computer science, or related field (or 6+ years of related experience in lieu of degree). - Master's degree preferred but not required. - 7+ years of IT application/systems architecture, engineering, or development experience (with bachelor's degree); 10+ years if candidate does not hold a bachelor's degree. - Hands-on experience architecting or administering Five9 contact center platform (IVR scripting, skills-based routing, Agent Assist, AI Insights) required. - Experience with Cisco Unified Communications Manager (CUCM) and broader Cisco voice/UC ecosystem required. - Experience designing or implementing AI Virtual Agents (IVA), conversational AI, or generative AI solutions in a contact center environment strongly preferred. - Working knowledge of SIP, RTP/RTCP, WebRTC, Web Sockets, and JavaScript. - Experience with SQL Server, SSIS, IIS, SharePoint, and website technologies is beneficial. - Project experience required, including contributing to cross-functional technical initiatives. - Demonstrated experience driving process and implementation improvements. - Healthcare experience strongly preferred. - Strong understanding of multi-tier application design and enterprise architecture