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.
Primary 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
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
-
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
Preferred Qualifications:
-
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
- All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
#RPO #GREEN
