Principal Architect - Remote

Optum; Eden Prairie (MN); Remote; USD 113,000 - 193,000; Full time

Job summary

Optum is seeking a visionary Digital AI architect for our Contract Center Transformation. The successful candidate will lead strategic vision, architecture, and implementation of AI contact solutions across consumer-facing digital experiences, including web, mobile, chat, voice, and search.

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. with an in-office minimum of four days per week in the Minneapolis or Washington, DC area.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or equivalent.
• 5+ years of solution architecture or software engineering for customer-facing chat, messaging, conversational AI, or digital customer experience platforms.
• 3+ years designing and implementing conversational chat systems in production, including orchestration, session handling, routing, and human handoff.
• 3+ years building or integrating customer chat experiences into web/mobile apps using APIs/SDKs, secure authentication, and session/context management patterns.
• 3+ years of experience implementing conversational AI for chat, including multi-turn conversation handling, fulfillment, escalation, and fallback design.
• 3+ years with memory/context management, multi-agent or multi-bot orchestration, grounding/guardrails, evaluation frameworks, or telemetry/quality feedback loops for conversational systems.
• Experience with REST, event-driven systems, async messaging, data contracts, and error-handling patterns.
• Ability to produce architecture artifacts, lead technical workshops, mentor engineers, and communicate clearly with technical and non-technical stakeholders.
• Operational mindset including monitoring/alerting, incident support, root cause analysis, and change safety for customer-facing conversational platforms.

Responsibilities

• Own end-to-end technical architecture for conversational chat across web, mobile, and digital channels.
• Design channel-agnostic chat architectures separating delivery from conversation intelligence and backend integrations.
• Define multi-bot/multi-agent orchestration patterns including routing between deterministic flows, AI agents, domain bots, and human agents.
• Design robust conversation state, memory, context propagation, and session continuity across channels and devices.
• Define guardrails for chat systems including policy enforcement, tool restrictions, grounding/validation patterns, escalation rules, and safe fallback behavior.
• Establish telemetry, observability, and evaluation patterns for conversational systems (latency, fallbacks, drop-offs, QA feedback).
• Design secure integration patterns between chat systems and enterprise services (identity, CRM, case management, APIs).
• Define bot-to-agent handoff patterns and unified customer journey continuity.
• Lead architecture reviews, publish reusable patterns, mentor engineers, and influence cross-functional stakeholders.
• Evaluate emerging conversational AI capabilities to improve maintainability, quality, and scalability.

Skills

Solution architecture

Software engineering

Conversational AI

REST APIs

Async messaging

Mentor engineers

Stakeholder communication

Monitoring/alerting

Education

Bachelor's degree

Tools

APIs/SDKs

CI/CD

Terraform

Job description

Optum Tech is a global leader in health care innovation. Our teams develop 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. Your contributions here have the potential to change lives. Ready to build the next breakthrough? Join us to start

Caring. Connecting. Growing together.

Optum is seeking a visionary Digital AI architect for our Contract Center Transformation. The successful candidate will play a critical role in transforming our voice and digital experiences to conversational experiences, through multiple engagement channels (including web, app, chat, voice, and search), with a particular emphasis on transforming how consumers engage in the US health care system. In this role you will help make UnitedHealth Group's consumer obsessed digital vision come to life by using AI to deliver our next generation Conversational Experiences. Define and lead the strategic vision, architecture, and implementation of AI contact solutions across our consumer-facing digital experiences. Partner closely with business and product teams to identify and prioritize strategic opportunities for leveraging AI within web, mobile, chat messaging, voice messaging, and search channels. Oversee the development of scalable, secure, and innovative AI solutions designed to enhance consumer engagement and deliver personalized, intuitive self-service experiences that transform our current digital experiences into conversational experiences.

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.

Primary Responsibilities

• Own the end-to-end technical architecture for conversational chat and messaging systems across web, mobile, and other digital channels
• Design and implement channel-agnostic chat architectures that separate channel delivery from conversation intelligence, orchestration, and backend integrations
• Define and implement multi-bot / multi-agent orchestration patterns, including routing between deterministic flows, AI agents, domain bots, and human agents
• Design robust approaches for conversation state, memory, context propagation, and session continuity across channels, devices, and long-running customer journeys
• Define and implement guardrails for chat systems, including policy enforcement, tool restrictions, grounding/validation patterns, escalation rules, and safe fallback behavior
• Establish telemetry, observability, and evaluation patterns for conversational systems, including latency, fallback rates, drop-off points, repeated questions, low-confidence signals, transcript analysis, and quality feedback loops
• Design secure integration patterns between chat systems and enterprise services such as identity, CRM, case management, customer profile, knowledge, and backend APIs
• Define patterns for bot-to-agent handoff, agent context transfer, async messaging behavior, and unified customer journey continuity
• Lead architecture reviews, publish reusable patterns and standards, mentor engineers, and influence cross-functional stakeholders across Product, Engineering, Security, and Operations
• Evaluate emerging conversational AI capabilities, frameworks, and integration patterns to improve maintainability, quality, scalability, and customer outcomes

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction 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 in Computer Science, Engineering, or equivalent practical experience
• 5+ years of experience in solution architecture and/or software engineering for customer-facing chat, messaging, conversational AI, or digital customer experience platforms
• 3+ years of hands-on experience designing and implementing conversational chat systems in production, including orchestration, session handling, routing, and human handoff
• 3+ years of experience building or integrating customer chat experiences into web/mobile applications using APIs/SDKs, secure authentication, and session/context management patterns
• 3+ years of experience implementing conversational AI for chat, including multi-turn conversation handling, fulfillment, escalation, and fallback design
• 3+ years of experience with one or more of the following: memory/context management, multi-agent or multi-bot orchestration, grounding/guardrails, evaluation frameworks, or telemetry/quality feedback loops for conversational systems
• Experience with AI in engineering workflows, including standards, guardrails, reusable prompts/patterns, and evaluation/quality checks
• Solid experience with modern integration patterns including REST, event-driven systems, async messaging, data contracts, and error-handling patterns
• Demonstrated ability to produce architecture artifacts, lead technical workshops, mentor engineers, and communicate clearly with technical and non-technical stakeholders
• Demonstrated operational mindset, including monitoring/alerting, incident support, root cause analysis, and change safety for customer-facing conversational platforms

Preferred Qualifications

• Experience designing channel-agnostic conversational systems that support consistent behavior across chat, messaging, voice, and human-assisted experiences
• Experience with LLM-based orchestration, RAG/grounding strategies, tool-calling patterns, or policy-enforced agent architectures
• Experience with asynchronous messaging patterns, resume/rejoin behavior, and long-running session continuity
• Experience with Infrastructure-as-Code and CI/CD for conversational platform delivery
• Experience partnering with UX/content/conversation design teams to improve usability, tone, containment, and resolution outcomes
• Experience operating in regulated or high-compliance environments with solid privacy, retention, and audit requirements
• 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 - $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.