Software Engineer

UnitedHealth Group•Eden Prairie, MN

2d•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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Requirements

Bachelor’s Degree
4+ years of experience in contact center technology, engineering, or operations roles
2+ years of hands‑on experience with AWS Amazon Connect, including contact flows, routing strategies, and IVR configuration

Nice To Haves

Practical experience with AWS services commonly used with Amazon Connect, such as Lambda, DynamoDB, S3, and CloudWatch
Experience working with virtual agents or conversational AI, including Google Dialogflow or similar bot frameworks
Understanding of contact center and telephony fundamentals, including call routing, IVR design, and basic VoIP concepts
Experience integrating contact center platforms with CRMs, APIs, or downstream systems
Strong problem‑solving skills and ability to work across technical and non‑technical teams
Exposure to legacy contact center platforms (e.g., Avaya, Cisco, Genesys)
Familiarity with contact center reporting, analytics, or WFM tools
Basic experience with infrastructure‑as‑code or CI/CD concepts
AWS Cloud Practitioner or equivalent certification
Experience supporting contact centers in enterprise or regulated environments

Responsibilities

Design, configure, and support cloud‑based contact center solutions with AWS Amazon Connect as the primary platform
Build and maintain Amazon Connect contact flows, including IVR logic, queues, routing profiles, callbacks, and hours of operation
Implement integrations with AWS services such as Lambda, DynamoDB, S3, and CloudWatch to enable dynamic routing, automation, and reporting
Support and enhance conversational AI and bot experiences, including integrations with Google Dialogflow or similar virtual agent platforms
Partner with business and operations teams to translate customer experience requirements into functional contact center solutions
Assist with contact center migrations or enhancements, including incremental modernization from legacy platforms
Monitor platform health and performance, identifying opportunities to improve reliability, customer experience, and operational efficiency
Troubleshoot and resolve tier‑2 / tier‑3 contact center issues, escalating and collaborating as needed to restore service
Maintain technical documentation and configuration standards for Amazon Connect and related integrations
Participate in design reviews, testing, and release activities to ensure stable and scalable deployments
Leverage enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement