Principal Amazon Connect Architect - Remote

UnitedHealth Group; La Crosse (WI); Remote; USD 112,700 - 193,200; Full time

Benefits offered by this job

Comprehensive benefits package

401k contribution

Incentive and recognition programs

Job summary

UnitedHealth Group is seeking a Solution Architect for their Optum Serve IT team, focusing on Amazon Connect-based contact center solutions. This role involves technical leadership, developing best practices, and mentoring engineers while ensuring optimal system performance and innovation through AI/GenAI.

The position offers flexibility to work remotely from anywhere in the U.S. and requires a minimum of four in-office days for hires in certain areas. Candidates must have 12+ years of architecture experience related to contact centers.

Qualifications

• 12+ years of experience in solution architecture with a focus on contact center technologies.
• 6+ years in Product Development, Data & Analytics, Routing, Desktop/CTI.
• 4+ years with Amazon Connect and telephony solutions.

Responsibilities

• Lead design and architecture of Amazon Connect-based solutions.
• Develop architectural documentation using standard tools.
• Drive innovation through AI and GenAI design implementations.

Skills

Solution architecture

Contact center technologies

Telephony systems

AI and GenAI technologies

Programming in Python, Node.js, or Java

Education

Bachelor's degree in Information Technology or related field

Tools

Amazon Connect

AWS services

Docker

Microservices/Spring Boot

Grafana

Job description

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. 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.

Platform Ownership & Accountability

• 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

Primary Responsibilities

• 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

Required Qualifications

• 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%

Preferred Qualifications

• 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.

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 $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.