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 perks and career development prospects. 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