Architect - Amazon Connect, Cloud, Contact Center, Gen AI

Job Description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking a talented Solutions Architect with a keen interest in Amazon Connect-based contact center solutions and telephony. The ideal candidate will have foundational knowledge in contact center technologies and a solid desire to learn and grow alongside industry experts. This role offers the opportunity to work on cutting-edge projects involving AI, GenAI, and cloud-based platforms

Primary Responsibilities:

- Solution Design Support

- Assist in designing and developing Amazon Connect-based contact center solutions

- Contribute to focus areas such as Product Development, Data & Analytics, Routing, Desktop/CTI, WFM/WFO, and SBC/Telephony

- Participate in integrating AI and GenAI technologies into contact center solutions

- Technical Contribution

- Work hands-on to create accelerators and tools that enhance the productivity of engineering and delivery teams

- Support the collection of requirements and assist in converting them into technical specifications in collaboration with engineering and delivery teams

- Problem Solving & Support

- Help address production and non-production issues by providing timely support and solutions

- Participate in the end-to-end process from feature grooming to Day 2 support

- Collaboration & Communication

- Collaborate with cross-functional teams to understand project requirements and deliverables

- Clearly articulate ideas and technical concepts in both written and verbal formats

- Utilize design tools like Draw.io, PlantUML, Mermaid, PowerPoint, Miro, and Figma to create documentation and diagrams

- Learning & Development

- Develop a deep understanding of application, technology, and data architecture principles

- Acquire knowledge of protocol stacks and data entities relevant to contact center technologies

- Stay updated withindustry standards and technologies from vendors like Amazon, Google, Microsoft, Oracle, etc.

- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

- Completion of Graduate degree
- Hands-on experience with Cloud native tech stack: Experience working with diverse technologies: Java, Public Cloud (Azure), Cloud (Docker, Microservices/SpringBoot), RDBMS (MySQL) + nosql (Cassandra, MongoDB, Elastic), APIs (REST, Graph QL), API gateways (Kong etc.), Data Streaming (Kafka), Visualization (Grafana, Kibana), ELK stack (Elastic, Logstash, and Kibana) API Gateway, Gen AI, AI/ML
- Experience in solution architecture with a focus on contact center technologies and telephony systems. This could include experience as full stack engineer in the mentioned platforms
- Experience with design and documentation tools such as Draw.io, PlantUML, Mermaid, PowerPoint, Word, Excel, Miro, and Figma
- Basic understanding of application development and architecture principles
- Proven solid communication and interpersonal skills
- Proven ability to articulate thoughts clearly and effectively in written and verbal communication
- Proven eagerness to learn and adapt to new technologies and methodologies
- Proven analytical mindset with problem-solving abilities

Preferred Qualifications:

- Certifications such as AWS Certified Cloud Practitioner or AWS Certified Developer - Associate
- Experience with agile development processes and collaboration tools
- Exposure to AI and GenAI technologies
- Knowledge of cloud platforms (AWS, Azure, Google Cloud) and basic AI concepts
- Familiarity with agile methodologies and DevOps practices

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.

---