Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy perks, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
- Primary Responsibilities:
- CSM Architecture & Solution Design
- Own end-to-end architecture of CSM modules including Case, Accounts/Contacts, Entitlements, Omni-Channel, Playbooks, Knowledge, and SLAs
- Design high-performing case lifecycle, interaction flows, and multi-channel engagement patterns
- Architect advanced CSM features such as:
- Customer portals
- Configurable Workspaces
- Advanced Work Assignment (AWA)
- Skills-based routing
- Process Automation
- Customer Contracts & Entitlements




- External user workflows
- Establish CSM design standards, reusable patterns, and best practices
- AI implementation for end user in case management
- User Externalization (Deep Expertise Required)
- Architect external user management end-to-end for customers, partners, volunteers, distributors, or third-party users accessing CSM capabilities
- Define and implement User Externalization models, including:
- Customer (consumer) user model
- Partner & vendor user model
- B2B account/contact hierarchy
- Multi-account, multi-contact access structures
- Portal & workspace entitlements
- Design role-based access controls for external users:
- CSM roles (sn_customerservice.*)
- Case-specific access management
- Data separation and domain-separation patterns
- Ensure secure authentication for external users:
- SSO, SAML, OAuth, MFA
- Federated identity solutions
- Architect data visibility rules for externa

📌 Architect - Servicenow, Csm (Bengaluru)
🏢 Optum
📍 Bengaluru