Senior Engineering Lead - Contact Center & AI Solutions

Taleo; Eden Prairie (MN); On-site; USD 113,000 - 193,000; Full time

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase program

401(k) contribution

Job summary

UnitedHealth Group is seeking a Senior Manager, Software Engineering or Technical Product Manager for Contact Center & AI Solutions. The role leads onshore technology strategy, delivery, and operations for state and government healthcare programs, coordinating across DDI, M&O, and AI initiatives.

The candidate will manage cross-functional teams, ensure delivery governance, and drive modernization of contact center platforms while maintaining strong client relationships with executive leadership.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field
• 12+ years of experience leading enterprise contact center technologies and customer experience platforms
• 7+ years of leadership experience managing technology delivery and operational teams
• Proven experience leading contact center implementations and operational support organizations
• Demonstrated experience implementing AI-driven contact center capabilities
• Experience leading onshore and offshore delivery organizations
• Proven solid executive communication, stakeholder management, and client-facing leadership skills

Responsibilities

• Lead end-to-end delivery of contact center implementations from solution design through go-live, stabilization, and transition to operations
• Own technology delivery across voice, IVR, chat, email, SMS, workforce optimization, analytics, CRM integrations, and digital channels
• Direct implementation teams across architecture, engineering, QA, release management, integration, and operations
• Establish delivery governance, project controls, risk management, and executive reporting
• Ensure successful execution of contact center modernization and cloud transformation initiatives
• Drive accountability across vendors, system integrators, and internal technology teams
• Provide executive oversight for day-to-day contact center operations and platform health
• Lead operational reviews covering incident management, problem management, service requests, change controls, releases, and platform performance
• Ensure adherence to contractual SLAs, KPIs, compliance requirements, and service commitments
• Drive operational stability through automation, proactive monitoring, capacity planning, and continuous improvement programs
• Lead major incident response and executive stakeholder communications
• Partner with business and operational teams to optimize customer and agent experiences
• Lead strategy and implementation of AI-enabled customer experience capabilities
• Define AI roadmaps, business cases, ROI measures, and governance controls
• Ensure responsible AI practices including security, privacy, compliance, and explainability
• Serve as the primary onshore technology leader for state and client-facing engagements
• Present solution strategies, roadmaps, implementation progress, and operational performance to executive stakeholders
• Lead governance meetings, steering committees, architecture reviews, and operational reviews
• Build trusted advisor relationships with client leadership teams
• Provide executive-level communication regarding risks, dependencies, mitigation strategies, and program health
• Serve as senior SME for contact center technology pursuits, RFPs, RFIs, and proposal responses
• Define target architectures, staffing models, implementation approaches, and operating models
• Develop effort estimates, assumptions, risks, and mitigation strategies
• Support presentations, oral proposals, demonstrations, and client solution workshops
• Collaborate with sales, consulting, product, security, and enterprise architecture teams to develop winning solutions
• Own technology roadmap and future-state architecture for contact center platforms
• Align platform investments with business objectives and client priorities
• Evaluate emerging technologies and AI capabilities to improve service delivery and member experience
• Define platform standards, governance processes, and modernization priorities
• Lead, mentor, and develop onshore and offshore technology teams
• Drive workforce planning, staffing strategies, succession planning, and capability development
• Establish engineering standards, quality practices, and delivery methodologies
• Foster a culture of accountability, innovation, operational excellence, and collaboration
• Coach managers, architects, and technical leads to advance into leadership roles

Skills

Leadership

Executive communication

Stakeholder management

Client-facing leadership

Delivery leadership

Education

Bachelor's degree in Computer Science, Engineering, Information Systems, or related field

Tools

NICE CXone

Salesforce

CRM integrations

IVR

Omnichannel platforms

Cloud CCaaS

Job description

UnitedHealth Group is seeking a Senior Manager, Software Engineering or Technical Product Manager for Contact Center & AI Solutions. The role leads onshore technology strategy, delivery, and operations for state and government healthcare programs, coordinating across DDI, M&O, and AI initiatives.

The candidate will manage cross-functional teams, ensure delivery governance, and drive modernization of contact center platforms while maintaining strong client relationships with executive leadership.