Principal Architect - Remote

UnitedHealth Group•Eden Prairie, MN

23h•$134,600 - $230,800•Remote

About The Position

Join Optum Tech, a global leader in health care innovation, and contribute to developing cutting-edge solutions that improve lives and the health system. As a Principal Architect, you will provide technical leadership for the evolution of modern customer engagement capabilities, focusing on cloud, AI, and contact center technologies. This role offers the flexibility to work remotely from anywhere within the U.S. and involves partnering with engineering, product, and business leaders to solve complex challenges, influence strategic direction, and deliver scalable solutions that enhance experiences for both customers and employees.

Requirements

Solid knowledge of application, technology, and data architecture principles.
Proficiency in understanding and analyzing protocol stacks and data entities.
Hands-on experience with design and collaboration tools like Draw.io, PlantUML, Mermaid, PowerPoint, Word, Excel, Miro, and Figma.
Familiarity with cloud platforms (AWS, Azure, Google Cloud) and services.
Hands on experience with Cloud native tech stack: Experience working with diverse technologies: Java, Public Cloud (Azure), Cloud (Docker, Microservices/SpringBoot), RDBMS (MySQL) + nosql (Cassandra, MongoDB, Elastic), APIs (REST, Graph QL), API gateways (Kong etc.), Data Streaming (Kafka), Visualization (Grafana, Kibana), ELK stack (Elastic, Logstash, and Kibana); API Gateway, Gen AI, AI/ML.
Experience working with multiple stakeholders, and working in matrix organizations.
Excellent communication and presentation skills.
Solid analytical and problem-solving abilities.
Ability to articulate thoughts clearly in both written and verbal communication.
Leadership skills with the ability to influence and inspire teams.
Undergraduate degree or equivalent experience.
7+ 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 platforms mentioned.
Proven experience with Amazon Connect and integrating telephony solutions.
Extensive experience in Product Development, Data & Analytics, Routing, Desktop/CTI, WFM/WFO, and SBC/Telephony.
Demonstrated expertise in AI and GenAI technologies applied within contact center environments.

Nice To Haves

Certifications such as AWS Certified Solutions Architect - Professional.
Experience working with vendors like Amazon, Google, Microsoft, and Oracle.
Knowledge of industry standards and best practices in contact center technologies.
Familiarity with agile methodologies and DevOps practices.

Responsibilities

Lead the design and architecture of Amazon Connect-based contact center solutions with integrated telephony systems.
Focus on areas including Product Development, Data & Analytics, Observability & Business Continuity, Routing, Desktop/CTI, WFM/WFO, Amazon Platform Integration, SBC/Telephony, AI, and GenAI technologies.
Develop and implement architectural best practices to ensure scalability, reliability, and security of the contact center platform.
Provide hands-on expertise to create accelerators and frameworks for engineering and delivery teams.
Mentor and guide junior architects and engineers, fostering a culture of continuous learning and improvement.
Stay current with industry trends and emerging technologies from vendors such as Amazon, Google, Microsoft, Oracle, etc., and integrate them into the architecture as appropriate.
Collaborate with cross-functional teams including engineering, delivery, and product management to gather requirements and translate them into technical specifications.
Clearly communicate complex technical concepts and solutions in both written and verbal form to stakeholders at all levels.
Utilize design tools such as Draw.io, PlantUML, Mermaid, PowerPoint, Miro, and Figma to create comprehensive architectural diagrams and documentation.
Address production and non-production issues, providing expert support to resolve technical challenges promptly.
Lead the lifecycle from feature grooming to Day 2 support, ensuring quality deliverables and customer satisfaction.
Analyze and understand protocol stacks and data entity models to troubleshoot and optimize system performance.
Evaluate and implement AI and GenAI solutions to enhance the contact center capabilities.
Develop strategies for observability and business continuity to ensure system resilience.
Drive innovation by integrating industry standards and technologies into the contact center platform.
Collaborate with vendor product teams to align their product roadmap with future needs.
Collaborate with vendor support teams to manage key issues on vendor platform.