Description

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.

Primary Responsibilities:

• Lead the migration of traditional voice contact centers to Google and Amazon cloud contact center solutions
• Oversee the design, development, and implementation of cloud-based contact center solutions
• Demonstrates ability to quickly learn the ecosystem, and appropriately apply new engineering solutions for the bot and IVR migrations to cloud solutions
• Collaborate with cross-functional teams to ensure seamless integration and deployment
• Develop and maintain best practices for DevOps and cloud infrastructure
• Manage and mentor a team of 8-10 software engineers, providing guidance and support
• Ensure the scalability, reliability, and security of cloud contact center solutions
• Stay updated with emerging cloud technologies and industry trends
• Coordinate with stakeholders to define project requirements and deliverables. Work with SI partners and internal stakeholder to deliver outcome & business values
• Support the company's vision of 'responsible use of AI' by implementing a Machine Learning
• Review board approval process
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field (Master's preferred)
• 3+ years of experience in emerging cloud solutions supporting DevOps practices
• 3+ years of experience in digital channel development for large scale contact centers solutions (supporting Voice Bot, Chat Bot and other channels)
• Experience with AI/ML and Large Language Models (LLM)
• Proven experience with Google Cloud Platform (GCP) and Amazon Web Services (AWS).
• Familiarity with Genesys contact center IVR migrations.
• Solid understanding of cloud architecture and infrastructure.
• Understands the financial implications of software (cost and benefits for both engineering and operations)
• Track record of innovation and optimization in established Enterprise BOT landscapes
• Proven excellent leadership and team management skills
• Ability to work collaboratively with cross-functional teams
• Solid problem-solving and analytical skills
• Proven excellent communication and interpersonal skills

Preferred Qualifications:

• Certifications in GCP and AWS
• Experience with other cloud contact center solutions
• Familiar with hybrid cloud solutions
• Knowledge of Java, Familiarity with the Aha intake process, or experience in the healthcare industry
• Knowledge of additional contact center technologies and platforms.

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.

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