Lead the design and architecture of contact center solutions mentor engineers and drive innovation using AI technologies. Collaborates with teams to implement solutions and optimize system performance.

Requisition Number: 2316472
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 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.
The role leads the design and architecture of Amazon Connect-based contact center solutions integrating telephony systems and supporting areas such as product development data and analytics observability routing desktop/CTI WFM/WFO platform integration SBC/telephony and AI/GenAI. It provides technical leadership by developing best practices creating accelerators and frameworks mentoring engineers and staying current with industry technologies from major vendors. The position collaborates closely with engineering delivery and product teams to translate requirements into technical solutions and communicates complex concepts clearly to stakeholders. It also involves producing architectural documentation using industry standard design tools resolving production and non production issues leading the full feature lifecycle optimizing system performance implementing AI and GenAI capabilities and driving innovation aligned with industry standards and vendor roadmaps.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington D.C. area you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:

• Apply application technology and data architecture principles to guide solution design
• Analyze protocol stacks and data entities to support technical decision making
• Create high quality architectural documentation and diagrams using tools such as Draw.io PlantUML Mermaid PowerPoint Word Excel Miro and Figma
• Work across major cloud platforms (AWS Azure Google Cloud) and leverage cloud native technologies including Java Azure services Docker Microservices/Spring Boot and relational/NoSQL databases (MySQL Cassandra MongoDB Elasticsearch)
• Design and integrate REST and GraphQL APIs and manage API gateways such as Kong
• Enable real time data streaming and integrations using Kafka
• Build and maintain observability solutions using Grafana Kibana and the ELK stack
• Drive innovation through the design and implementation of GenAI and AI/ML capabilities

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• 12+ years of experience in solution architecture with a focus on contact center technologies and telephony systems. This could include experience as full stack engineer in the mentioned platforms
• 6+ years of experience in Product Development Data & Analytics Routing Desktop/CTI WFM/WFO and SBC/Telephony
• 4+ years of experience with Amazon Connect and integrating telephony solutions
• 1+ year of experience in AI and GenAI technologies applied within contact center environments

Preferred Qualifications:

• Bachelor's degree in Information Technology Computer Science or related field
• Certifications such as AWS Certified Solutions Architect - Professional
• 3+ years of experience with vendors such Amazon Google Microsoft and Oracle
• 2+ years of experience with industry standards and best practices in contact center technologies
• 2+ years of experience with agile methodologies and DevOps practices

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets education work experience certifications etc. In addition to your salary we offer benefits such as a comprehensive benefits package incentive and recognition programs equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $134600 to $230800 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race gender sexuality age location and income-deserves the opportunity to live their healthiest life. Today however there are still far too many barriers to good health which are disproportionately experienced by people of color historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race national origin religion age color sex sexual orientation gender identity disability or protected veteran status or any other characteristic protected by local state or federal laws rules or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.