Principal Architect - Remote

UnitedHealth Group•Eden Prairie, MN

18h•Remote

About The Position

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. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

5+ years of experience designing and delivering contact center / IVR / voice solutions in production environments
3+ years of hands-on experience implementing Amazon Connect voice (contact flows, routing, queues, metrics/monitoring, agent experience fundamentals) with at least one end-to-end rollout and major enhancement program
3+ years of experience with telephony fundamentals (PSTN concepts, number provisioning/porting, call routing, SIP concepts, carrier considerations)
Experience designing conversational/self-service experiences using Amazon Lex or equivalent for voice interactions, including fallback and escalation design
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
Ability to run technical workshops, produce architecture/design artifacts, mentor engineers, and influence cross-functional stakeholders
Solid troubleshooting mindset with demonstrated ownership of production support and root cause analysis

Nice To Haves

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience)
Hands-on experience with Amazon Connect Contact Lens (categories, analytics workflows, redaction/governance considerations)
Experience embedding the Amazon Connect CCP/agent experiences into custom applications (e.g., screen-pop/CTI patterns, Connect Streams)
Experience with data pipelines for contact center reporting (e.g., working with contact trace records, recordings/transcripts storage, analytics/reporting platforms)
Experience implementing infrastructure-as-code with CDK / CloudFormation / Terraform and CI/CD pipelines for cloud platform delivery
Experience operating in regulated or high-compliance environments and designing for privacy-by-default (PII minimization, encryption, audit logging)
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
Proven excellent communication skills. Able to translate between contact center operations needs and engineering implementation details

Responsibilities

Own the end-to-end voice solution architecture for Amazon Connect, including IVR/contact flows, prompts (TTS/SSML), routing strategy, queues, routing profiles, hours of operation, and contact attributes
Design and deliver integrations between Amazon Connect and enterprise systems (CRM/case management, customer data, identity)
Build and optimize self-service voice experiences including graceful fallback to DTMF, agent transfer, and error handling
Implement speech analytics and quality insights enabling actionable reporting and continuous improvement of customer experience and agent performance
Define and socialize reference architectures, standards, and reusable patterns for Connect implementations (flow modularization, logging/tracing, resilience patterns, data handling)
Establish infrastructure-as-code and CI/CD approaches for Amazon Connect and dependent AWS resources (versioning, environment promotion, safe rollout/rollback practices)
Partner with Product, Engineering, Security, and Contact Center Operations to translate business outcomes into technical designs, estimates, and delivery plans; lead design reviews and influence decisions as a hands-on IC
Ensure solutions meet security, privacy, and compliance needs (least-privilege access, encryption, PII handling/redaction where applicable, call recording governance, auditability)
Drive operational readiness (monitoring/alerting, dashboards, runbooks, capacity planning, incident response support) to ensure stable 24x7 voice experiences where required
Continuously evaluate and adopt new Amazon Connect capabilities and best practices to improve reliability, maintainability, cost, and customer outcomes