Senior Software Eng Manager, AI-Driven Contact Center
Optum
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Benefits offered by this job
Job summary
Optum seeks a Senior Manager, Software Engineering/Technical Product Manager to lead strategy, delivery, and operations for enterprise contact center platforms. You will partner with state clients and executive stakeholders, guiding AI transformation and cloud initiatives across DDI, M&O, and solution consulting.
You will manage cross-functional teams, drive delivery governance, and shape roadmaps aligned with client priorities, while ensuring security and compliance across programs.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or related field.
- 12+ years leading enterprise contact center technologies and CX platforms.
- 7+ years leadership managing technology delivery and operations.
- Proven experience with AI-enabled contact center capabilities.
Responsibilities
- Lead end-to-end delivery of contact center implementations from design to go-live.
- Own technology delivery across voice, IVR, chat, email, SMS, and analytics.
- Direct onshore and offshore teams with governance and reporting.
- Manage M&O, incident management, and platform performance.
- Drive AI strategy, ROI measures, and governance controls.
- Engage executives with solution progress and health metrics.
- Support business development, RFPs, and winning proposals.
- Define platform standards and modernization priorities.
Skills
Education
Tools
Job description
Optum seeks a Senior Manager, Software Engineering/Technical Product Manager to lead strategy, delivery, and operations for enterprise contact center platforms. You will partner with state clients and executive stakeholders, guiding AI transformation and cloud initiatives across DDI, M&O, and solution consulting.
You will manage cross-functional teams, drive delivery governance, and shape roadmaps aligned with client priorities, while ensuring security and compliance across programs.
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