Principal Architect - Remote

• Own the end-to-end voice solution architecture for Amazon Connect including IVR/contact flows prompts (TTS/SSML) routing strategy queues routing profiles hours of operation and contact attributes
• Design and deliver integrations between Amazon Connect and enterprise systems (CRM/case management customer data identity)
• Build and optimize self-service voice experiences including graceful fallback to DTMF agent transfer and error handling
• Implement speech analytics and quality insights enabling actionable reporting and continuous improvement of customer experience and agent performance
• Define and socialize reference architectures standards and reusable patterns for Connect implementations (flow modularization logging/tracing resilience patterns data handling)
• Establish infrastructure-as-code and CI/CD approaches for Amazon Connect and dependent AWS resources (versioning environment promotion safe rollout/rollback practices)
• Partner with Product Engineering Security and Contact Center Operations to translate business outcomes into technical designs estimates and delivery plans; lead design reviews and influence decisions as a hands-on IC
• Ensure solutions meet security privacy and compliance needs (least-privilege access encryption PII handling/redaction where applicable call recording governance auditability)
• Drive operational readiness (monitoring/alerting dashboards runbooks capacity planning incident response support) to ensure stable 24x7 voice experiences where required
• Continuously evaluate and adopt new Amazon Connect capabilities and best practices to improve reliability maintainability cost and customer outcomes

• 5+ years of experience designing and delivering contact center / IVR / voice solutions in production environments
• 3+ years of hands-on experience implementing Amazon Connect voice (contact flows routing queues metrics/monitoring agent experience fundamentals) with at least one end-to-end rollout and major enhancement program
• 3+ years of experience with telephony fundamentals (PSTN concepts number provisioning/porting call routing SIP concepts carrier considerations)
• Experience designing conversational/self-service experiences using Amazon Lex or equivalent for voice interactions including fallback and escalation design
• Experience with AI in engineering workflows (standards guardrails reusable prompts/patterns evaluation/quality checks) and using it to accelerate modernization roadmaps and improve developer productivity without compromising quality
• Ability to run technical workshops produce architecture/design artifacts mentor engineers and influence cross-functional stakeholders
• Solid troubleshooting mindset with demonstrated ownership of production support and root cause analysis

• Bachelor's degree in Computer Science Engineering or related field (or equivalent practical experience)
• Hands-on experience with Amazon Connect Contact Lens (categories analytics workflows redaction/governance considerations)
• Experience embedding the Amazon Connect CCP/agent experiences into custom applications (e.g. screen-pop/CTI patterns Connect Streams)
• Experience with data pipelines for contact center reporting (e.g. working with contact trace records recordings/transcripts storage analytics/reporting platforms)
• Experience implementing infrastructure-as-code with CDK / CloudFormation / Terraform and CI/CD pipelines for cloud platform delivery
• Experience operating in regulated or high-compliance environments and designing for privacy-by-default (PII minimization encryption audit logging)
• Ability to architect cross-channel experiences that minimize customer effort building consistent UX and operational workflows across chat human-assisted chat and voice with unified routing reporting and quality insights
• Proven excellent communication skills. Able to translate between contact center operations needs and engineering implementation details

What We Do

Optum part of the UnitedHealth Group family of businesses 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 benefits 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. At Optum we support your well-being with an understanding team extensive benefits and rewarding opportunities. By joining us you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.

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