Principal Amazon Connect Architect - Remote

UnitedHealth Group•La Crosse, WI

4d•Remote

About The Position

Our Optum Serve IT team develops cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care’s most complex challenges. Your contributions here have the potential to change lives. Ready to build the next breakthrough? 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.

Requirements

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+ years of experience in AI and GenAI technologies applied within contact center environments
Experience with CI/CD, IaC (CloudFormation, CDK, or Terraform)
Solid programming skills in Python, Node.js, or Java
United States citizenship is required for this position
Ability to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance
Ability to travel up 10%25

Nice To Haves

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 and Microsoft
2+ years of experience with industry standards and best practices in contact center technologies
2+ years of experience with agile methodologies and DevOps practices
DOD/VA/Military experience
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Responsibilities

Serve as the technical owner of the Amazon Connect platform, including architecture standards, shared services, and integration patterns
Define and maintain reference architectures for Amazon Connect and supporting AWS services
Own platform level decisions related to scalability, resiliency, security, observability, and cost optimization
Partner with product, engineering, security, and operations leaders to align platform capabilities with roadmap priorities
Ensure consistent implementation patterns across teams and vendors to prevent fragmentation of the platform
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, PowerPoint, Word, Excel, Confluence, and Miro.
Work across major cloud platforms (AWS and Azure) and leverage cloud native technologies including Java, Azure services, Docker, Microservices/Spring Boot, and relational/NoSQL databases (MySQL, Elasticsearch, PostGreSQL)
Design and integrate REST APIs and manage API gateways
Enable real time data streaming and integrations using Kafka
Build and maintain observability solutions using Grafana
Drive innovation through the design and implementation of GenAI and AI/ML capabilities