Chief Architect, Contact Center and Member Digital

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

As a dedicated Chief Architect Executive – Contact Centers + Member Digital you will be responsible for translating business needs into technical solutions and defining solutions to business problems through reasoned application of information technology. Designs, develops, and analyzes overall architecture of internal systems, including hardware and software. Determines integrated hardware and software architecture solutions that meet performance, scalability, reliability, and security needs. Coordinates design and integration of total system including subsystems. Researches and recommends technology to improve the current systems. Provides organizational leadership and technical vision, coupled with strong business acumen to deliver an efficient, sound, and industry leading technical platform.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, or Charlotte, NC.

The Opportunity

What you’ll do:

• Leads development and implementation of technical strategies to assure achievement of organizational goals.
• Serves as primary consultant to IT, executive management and other personnel in large-scale information technology efforts, which require extremely high degrees of analytical and creative ability.
• Provides authoritative technical advice and expertise to senior management regarding systems development, hardware and software configurations for major corporate information systems.
• Evaluates design and architecture of proposed systems to determine feasibility of new applications and/or assess business impacts on other systems.
• Influences product direction and features for critical vendors.
• Provides knowledge counsel to executive management on cross-divisional, cross-applications, and cross-technology issues.
• Directs the assessment of integration and supports impacts of new, proposed, and existing technologies, and advises executive management.
• Directs the scope, design, coordination, and implementation decisions concerning integration of the organization’s broad spectrum of highly technical and complex computer and telecommunication systems.
• Builds and oversees a team of Technical Architects supporting a technical portfolio of a line of business through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Information Systems/Management or related field; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 10 or more years of progressive Information Technology/IT development or implementation/consulting experience.
• 4 or more years of leadership experience advocating, developing, and investing in the personal growth of the Technical Architect or Engineering communities.
• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
• Demonstrated understanding of applications, server technology, networking and/or security.
• Executive level business acumen in the areas of business operations, industry practices and emerging trends.
• Ability to consider process, business impact, timing, budget, organization, strategy, and change management for any technology decision – and to be able to explain that to any audience, at any level, of any size.
• Excellent leadership, creativity, communication, presentation, writing, and collaboration skills.
• Ability to effectively contribute IT Architecture when assigned to provide technical leadership for high level, multi-effort business change and the highest complexity projects and initiatives that are directly linked to published enterprise goals and strategies.
• Comprehensive knowledge of both current and emerging technologies that affect business.
• Knowledge of IT related risk management framework and policies.
• Certification based on the domain support such as:  AWS – Certified Solution Architect, CTA – Salesforce, ITIL – Master Certification, TOGAF 9, or Zachman Certified Enterprise Architect.

What sets you apart:

• Extensive experience leading IT architecture teams supporting contact center and digital technologies in a large (15K+ user) contact center in a highly regulated environment.
• Experience integrating near real time architecture, including reporting, analytics, event streaming, etc.
• Demonstrated accomplishments leading wide scale architecture transformation initiatives, specifically in digital domains.
• Significant leadership examples driving strategy, vision and execution of digital capabilities.

What we offer:

Compensation:

USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $188,330 - $338,990.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

Benefits:

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.