Principal Architect - Remote

• Own digital chat/messaging architecture on Amazon Connect across web and mobile experiences with support for asynchronous customer conversations and modern digital channels as required by the business
• Design and implement chat contact flows that deliver consistent brand-aligned customer experiences: intent capture authentication/verification routing queue handling and bot-to-agent handoff
• Build chatbot-assisted digital experiences in Amazon Connect chat flows including intent/slot design fulfillment and robust fallback/escalation patterns
• Implement rich digital interactions to reduce friction enable self-service improve resolution and increase containment in chat
• Enable an effective human agent chat experience: configure and optimize agent workflows in agent workspace/CCP and integrate customer context (CRM/cases/knowledge) to reduce handling time and improve resolution quality
• Define integration patterns between Amazon Connect and enterprise platforms (CRM identity customer profile/data services)
• Establish observability and conversation analytics for chat: logging/tracing dashboards transcript access and improvement loops using conversational analytics (chat sentiment categorization summaries/search)
• Lead security privacy and compliance-by-design for digital channels (PII handling encryption access controls retention/redaction policies where applicable)
• Act as a senior individual contributor leader: drive design reviews publish reference patterns/standards mentor engineers and influence stakeholders across Product Engineering and Contact Center Operations
• Assess new AWS Connect capabilities and lead internal collaboration to determine technical and business value

• Bachelor's degree in Computer Science/Engineering (or equivalent practical experience)
• 5+ years of experience in solution architecture and/or software engineering for digital customer experience messaging chat or contact-center platforms
• 3+ years hands-on experience implementing Amazon Connect digital/chat solutions in production (chat flows routing agent workflows) or equivalent CCaaS experience plus demonstrable Amazon Connect depth
• 3+ years of experience building or integrating customer chat experiences into web/mobile applications using platform APIs/SDKs and secure authentication/session patterns (including knowledge of Connect chat session initiation and participant connectivity concepts)
• 3+ years of experience implementing conversational AI for chat (Amazon Lex or equivalent) including conversation design fulfillment and escalation to human agents
• 3+ years of experience improving agent chat workflows (agent workspace/CCP) and integrating agent tooling with CRM/cases/knowledge to improve resolution and reduce rework
• 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
• Solid AWS fundamentals (IAM Lambda CloudWatch API patterns) and solid integration skills (REST/event-driven data contracts error handling)
• Demonstrated ability to lead through influence: produce architecture artifacts run technical workshops and communicate clearly with technical and non-technical stakeholders
• Operational mindset: monitoring/alerting incident support root cause analysis and change safety for customer-facing digital channels

• AWS Certifications (Solutions Architect DevOps Engineer Developer or specialty equivalents)
• Experience with Contact Lens for chat analytics including transcript search categorization and integration patterns for consuming analytics outputs at scale (e.g. streaming/near-real-time pipelines)
• Experience designing asynchronous messaging behaviors and multi-step conversations (resume conversations handle long gaps maintain context across devices/channels)
• Experience with Infrastructure-as-Code and CI/CD (Terraform/CloudFormation/CDK automated testing/validation of flows and integrations)
• Experience partnering with UX/content/conversation designers to improve chat usability tone and containment without harming resolution outcomes
• 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

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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