INTRODUCTION TO EVERNORTH:

Evernorth Health Services India, established in Hyderabad in 2024, is an innovation hub for Evernorth Health Services, the pharmacy, care and benefits division of The Cigna Group. The innovation hub will support innovation-focused areas, such as generative AI, product development, process improvement, analytics, and software engineering across The Cigna Group and its businesses. Evernorth Health Services India builds on The Cigna Group's existing presence in India.

About Evernorth Health Services:

Evernorth Health Services (Evernorth) is the pharmacy, care and benefits solution division of The Cigna Group - a Fortune 16 global health company with 75,000 employees, 186 million customers in more than 30 countries and jurisdictions around the world. Evernorth exists to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. We do this by creating and connecting premier health services offerings, such as benefits management, pharmacy, care solutions, insights and intelligence.

About Cigna:

The Cigna Group is a global health company committed to improving the health and vitality of individuals and communities around the world and includes products and services marketed under its Cigna Healthcare and Evernorth Health Services subsidiaries. Cigna Healthcare is the health benefits provider of The Cigna Group, serving customers and clients through its U.S. Employer, U.S. Government, and International Health business. Evernorth Health Services is the pharmacy, care and benefits solution division of The Cigna Group.

Position Overview

We are looking for a Software Engineering Senior Manager to lead engineering for a mission-critical PBM Contact Center platform supporting real-time customer service operations.

This is a Tier1, front-end intensive application built using ReactJS (UI) and Java/SpringBoot (backend), orchestrating data from hundreds of enterprise backend services across a highly distributed ecosystem. The platform supports high-volume, real-time, latency-sensitive workflows for customer service operations, directly impacting customer experience and operational efficiency, where system performance, scalability, and reliability are critical.

You will lead multiple Scrum teams across a globally distributed delivery model, owning end-to-end engineering delivery, production stability, and technical direction in a fast-paced, enterprise-scale environment.

In addition, you will play a key role in driving adoption of AI/GenAI capabilities to improve agent productivity, automate workflows, and enhance customer experience.

Responsibilities

Clearly outline the primary duties and tasks associated with the role. Use action verbs (i.e., lead, drive, analyze, assess, research, etc.) to convey expectations.

Responsibilities

Engineering Leadership;

Lead and manage teams of Software Engineers and Quality Engineers across onshore/offshore and vendor modelsBuild and develop a high-performing engineering organization with strong ownership and accountabilityDrive hiring, mentoring, and performance management

Technical Delivery & Architecture;

Own end-to-end delivery of application enhancements and modernization initiativesDrive and influence architecture and design decisions for scalable, distributed systemsGuide teams on microservices, API orchestration, and data aggregation patternsEnsure adoption of engineering best practices, including code quality, testing, and CI/CD

Distributed Systems & Integration;

Lead development of systems integrating with hundreds of downstream enterprise services Drive solutions for high-latency dependencies and multi-system orchestration challenges Optimize system performance for real-time, high-throughput workloads

AI / GenAI Enablement

Identify and drive AI/GenAI use cases within the platform (e.g., agent assist, summarization, knowledge retrieval, workflow automation)Partner with architecture and data teams to integrate AI-powered capabilities into existing CRM applicationsGuide teams on LLM-based solution patterns such as prompt design, retrieval (RAG), and workflow orchestrationEnsure solutions meet enterprise standards for performance, scalability, and reliabilityPromote data-driven development practices with measurable outcomes and business impactEducate teams on AI/GenAI adoption, best practices, and responsible usage

Production Reliability & Operations;

Own production stability and reliability for a Tier1 application with high business impactLead incident management, root cause analysis, and resolution of critical production issuesDrive improvements in observability (monitoring, logging, alerting)Ensure system availability, performance, and resilience in a production-critical environment

Program Execution & Stakeholder Management;

Partner with business, product, and architecture teams to define roadmaps and prioritiesManage multiple concurrent initiatives and cross-team dependenciesDrive execution visibility, manage risks, and communicate effectively with leadership

Continuous Improvement & Strategy;

Drive automation, process improvements, and performance optimization initiativesLead efforts to reduce technical debt and improve system efficiencyContribute to long-term platform strategy, including adoption of modern technologies and AI-driven capabilities

Qualifications

Required Experience

12-15+ years of experience in software engineering5+ years of experience leading engineering teams Proven experience in large-scale, distributed enterprise systems Strong experience working in Agile/Scrum delivery models Experience managing onshore/offshore and vendor teams

Technical Expertise

Strong experience in:

Java, Spring Boot, ReactJS or modern UI frameworks

Experience with:

Microservices and distributed systemsAPI-based integrations across multiple systems Performance and scalability optimization

Working knowledge of:

Cloud platforms (AWS/Azure)Container platforms (OpenShift/Kubernetes)CI/CD and DevOps practices

AI / GenAI Exposure (Preferred)

Experience or exposure to AI/ML or Generative AI solutions Understanding of LLM-based applications, prompt engineering, or retrieval-based systems (RAG)Familiarity with AI-powered use cases such as agent assist, automation, or knowledge systems Awareness of AI model evaluation, performance, and responsible AI practices

Leadership & Execution Skills

Strong people management (Span of control - 30 to 40) and team development skills Ability to drive alignment across cross-functional teams Strong communication and stakeholder management skills Ability to operate in a high-availability, production-critical environment Expected to provide hands-on technical leadership during critical design and production scenarios

Preferred Qualifications

Experience in Healthcare or Pharmacy Benefit Management (PBM) domain Exposure to Contact Center platforms or real-time agent-facing systems Experience in platform modernization or legacy transformation programs Certifications in Cloud, Kubernetes, or Agile methodologies are a plus

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

Senior Software Engineering Manager