Pharmacy Solutions Architect
Full-time
US
Oct 23, 2026
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About the Role
The Pharmacy Solutions Architect serves as the strategic and technical leader for omnichannel unified customer engagement platforms across the organization. This role is responsible for designing, implementing, and optimizing enterprise-grade voice and digital engagement solutions, ensuring scalability, resiliency, and compliance in highly regulated environments. The position partners with executive leadership, IT, operations, and vendor teams to deliver transformative customer experience initiatives, including IVR modernization, cloud migration, and advanced analytics integration. Exciting new remote role supporting CareTria's Pharmacy Division; ability to travel to corporate locations 20%. Responsibilities Pharmacy enterprise Architecture & Strategy: Define and maintain the roadmap for contact center technology, including IVR/ACD platforms, omnichannel routing, and digital engagement tools. Lead cloud migration and platform consolidation initiatives (NICE CXOne, Five9, Genesys, Avaya, Cisco). Establish governance frameworks for system provisioning, security, and compliance. Omnichannel Experience Design: Architect intelligent IVR workflows leveraging APIs, CRM integrations, and dynamic data routing. Drive self-service containment strategies and personalization to improve NPS and reduce AHT. Integration & Automation: Oversee integration between telephony platforms, CRMs (Salesforce), WFM tools, and analytics engines. Implement automation for reporting, routing logic,