Senior Cloud Telephony Engineer — Remote

Optum; La Crosse (WI); On-site; USD 92,000 - 164,000; Full time

Benefits offered by this job

Benefits package

Equity stock purchase

Job summary

Optum Serve IT is seeking an experienced engineer to design, implement, and optimize cloud-based contact center solutions. You will work across AWS and Azure, integrating Amazon Connect, APIs, and data architectures to deliver scalable services.

In addition to hands-on development, you will collaborate with product, security, and operations to advance the platform, with remote work options nationwide and occasional in-office collaboration in Minneapolis or Washington, DC as required.

Qualifications

• 8+ years in contact center technologies and telephony systems.
• 4+ years in Product Support, Routing, Desktop/CTI, WFM/WFO, and SBC/Telephony.
• 2+ years with Amazon Connect and telephony integrations.
• 1+ year in AI and GenAI within contact center environments.
• Experience with CI/CD and IaC (CloudFormation, CDK, Terraform).
• Proven programming skills in Python, Node.js, or Java.
• US citizenship required and ability to obtain security clearances.

Responsibilities

• Design, develop, and maintain Amazon Connect and supporting AWS services.
• Collaborate with product, engineering, security, and operations to align platform capabilities.
• Develop and maintain application, technology, and data architecture.
• Create and maintain documentation and diagrams using Draw.io, PowerPoint, Word, Excel, Confluence, and Miro.
• Work across AWS and Azure and leverage cloud-native technologies including Java, Docker, Spring Boot, and relational/noSQL databases.
• Design and integrate REST APIs and manage API gateways.
• Enable real-time data streaming and integrations using Kafka.
• Build observability solutions using Grafana and drive GenAI/AI/ML capabilities.

Skills

Contact center technologies

Routing

Desktop/CTI

WFM/WFO

AI/GenAI in contact centers

CI/CD

IaC (CloudFormation, CDK, Terraform)

Python/Node.js/Java

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Amazon Connect

Draw.io

Confluence

Miro

AWS

Azure

Docker

Java

Spring Boot

MySQL

Elasticsearch

PostgreSQL

Kafka

Grafana

Job description

Optum Serve IT is seeking an experienced engineer to design, implement, and optimize cloud-based contact center solutions. You will work across AWS and Azure, integrating Amazon Connect, APIs, and data architectures to deliver scalable services.

In addition to hands-on development, you will collaborate with product, security, and operations to advance the platform, with remote work options nationwide and occasional in-office collaboration in Minneapolis or Washington, DC as required.