Lead design, development, and deployment of Amazon Connect-based GenAI contact center solutions. Architect conversational AI using Lex and Bedrock, drive migrations from Genesys/LivePerson, implement IaC and CI/CD, integrate digital channels and CRMs, ensure security and high availability, monitor performance, and provide technical leadership and stakeholder collaboration.
Requisition Number: 2329876
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:
Required Qualifications:
Preferred Qualifications:
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.
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 end-to-end design, development, and deployment of Amazon Connect based digital Gen AI contact center solutions
- Architect and implement conversational AI experiences using Amazon Lex and AWS Bedrock
- Drive the migration strategy from Genesys and LivePerson to Amazon Connect
- Collaborate with cross-functional teams to integrate digital channels (chat, email, SMS, chatbot) into a unified platform
- Develop and maintain infrastructure as code (IaC) for scalable and secure deployments
- Ensure high availability, performance, and security of the contact center platform
- Provide technical leadership, mentorship, and best practices to engineering teams
- Monitor system performance and customer experience metrics; implement continuous improvements
- Engage with stakeholders to translate business requirements into technical solutions
- 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 regards 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 or Master's degree in Computer Science, Engineering, or related field
- 8+ years of experience in cloud-based contact center technologies
- 3+ years of hands-on experience with Amazon Connect, Lex, and AWS services
- Experience in migrating from legacy platforms (Genesys, LivePerson)
- Experience with CI/CD, IaC (CloudFormation, CDK, or Terraform)
- Solid programming skills in Python, Node.js, or Java
- Deep understanding of conversational AI, NLP, and LLMs
- Proven excellent communication and stakeholder management skills
Preferred Qualifications:
- AWS Certified Solutions Architect or equivalent certifications
- Experience with Bedrock Agents and generative AI use cases
- Familiarity with CRM integrations (Salesforce, Zendesk, etc.)
- Knowledge of compliance frameworks (HIPAA, PCI-DSS, etc.)
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.
Top Skills
Amazon Connect,Amazon Lex,Aws Bedrock,Bedrock Agents,Genesys,Liveperson,Cloudformation,Cdk,Terraform,Ci/Cd,Iac,Aws,Python,Node.Js,Java,Conversational Ai,Nlp,Llms,Salesforce,Zendesk,Crm Integrations,Hipaa,Pci-Dss
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