Director, Solution Architecture (Contact Center)
About The Position
The Director of Architecture will play a critical role in designing and evolving next generation contact center solutions that support OptumCare’s AI 10.0 and digital transformation initiatives. This role focuses on solution and systems architecture—partnering closely with business and technology teams to translate complex requirements into scalable, cloud based designs. This position will assess current-state on prem technologies and lead architecture strategies that enable cloud transformation leveraging Cloud AI Bot orchestration technologies, SIP Development, and contact center services such as Amazon Connect. The role also supports the orchestration of AI driven technologies such as virtual agents, agent assist, call summarization, and analytics—ensuring seamless customer journeys across bots and live agents without degradation in call quality or experience. The ideal candidate brings deep experience architecting contact center and voice solutions, understands SIP/telephony integrations, and can design end to end solutions that support high volume, enterprise environments. While this role does not have immediate direct reports, it operates at a senior, strategic level with significant influence across architecture, engineering, and business partners. 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.
Requirements
- 10+ years of experience as a Solution Architect
- 8+ years of experience developing SIP Based solutions and Cloud design (e.g. AWS application and infrastructure) including cloud networking, identity, security, and operational best practices
- 5+ years of Proficiency with Git/GitHub, CI/CD pipelines, and infrastructure as code
- 3+ years of experience designing, developing, or supporting enterprise contact center solutions, including voice and digital customer interaction platforms
- 2+ years of hands on experience with SIP solutioning (OCCAS), Amazon Connect or CCaaS integrations
Nice To Haves
- Experience integrating Amazon Connect with SIP transport, bots, or voice analytics platforms
- Experience with containerized workloads and event driven architectures
- Working knowledge of voice technologies and integrations, such as SIP / telephony concepts and end to end call flow design across bots and live agents
- Familiarity with regulated workloads (PCI, healthcare data flows)
Responsibilities
- Design and build cloud native services using AWS primitives (Lambda, ECS/EKS, API Gateway, DynamoDB/RDS, S3, EventBridge, etc.)
- Develop Amazon Connect integrations, including contact flows, pre/post route services, agent assist hooks, and downstream data integrations
- Implement REST/event driven APIs that integrate Amazon Connect with SIP, bot, analytics, and healthcare platforms
- Build and maintain infrastructure using Terraform and/or Python Scripting
- Ensure repeatable, environment consistent deployments across DEV, STAGE, and PROD
- Partner with platform and security teams to meet enterprise cloud governance standards
- Develop and maintain SIP services that manage call routing, transfers, session state, and header manipulation
- Implement support for call flows integrating carriers, SBCs, OCCAS, bots, and agent platforms
- Enhance SIP behavior to support new features such as consult, warm transfer, barge in, and failover patterns
- Build SIPREC routing and recording integrations supporting analytics, compliance, and agent assist use cases
- Partner with cloud and media teams to ensure reliable RTP and metadata capture
- Implement GitHub based CI/CD pipelines for application and infrastructure deployments
- Embed automated testing, artifact scanning, and promotion controls
- Support trunk based development and safe production release patterns
- Apply AWS security best practices including IAM least privilege, secrets management, encryption at rest/in transit, and logging
- Support PCI aware and regulated workloads as part of cloud integrations
- Monitor and optimize cloud spend using FinOps principles
- Implement logging, metrics, and tracing using CloudWatch and enterprise observability tooling
- Participate in production support, incident response, and root cause analysis
- Build operational runbooks and automation for day 2 support
Benefits
- a comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
