Senior Tech Leader: AI-Driven Contact Center Platforms

UnitedHealth Group; Eden Prairie (MN); Hybrid; USD 113,000 - 193,000; Full time

Benefits offered by this job

Comprehensive benefits

Equity stock purchase program

401(k) contribution

Job summary

UnitedHealth Group seeks a Senior Manager, Software Engineering/Technical Product Manager to lead enterprise contact center platforms for state and government healthcare programs. You will partner with onshore and offshore teams, guide AI-enabled CX initiatives, and align delivery with executive stakeholders.

Responsibilities include end-to-end delivery governance, operational excellence, and client-facing leadership with a focus on modernization and cloud adoption across multiple channels.

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.

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.
• Drive operational stability through automation, proactive monitoring, capacity planning, and continuous improvement programs.
• Lead governance meetings, steering committees, architecture reviews, and operational reviews.

Skills

Leadership

Executive communication

Stakeholder management

Client-facing

AI-driven capabilities

Education

Bachelor's degree in CS/Engineering/IS

Tools

NICE CXone

Salesforce

CRM integrations

IVR / omnichannel platforms

Azure AI / GenAI platforms

Job description

UnitedHealth Group seeks a Senior Manager, Software Engineering/Technical Product Manager to lead enterprise contact center platforms for state and government healthcare programs. You will partner with onshore and offshore teams, guide AI-enabled CX initiatives, and align delivery with executive stakeholders.

Responsibilities include end-to-end delivery governance, operational excellence, and client-facing leadership with a focus on modernization and cloud adoption across multiple channels.