Lead Full Stack Engineer

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.

Position Overview:

We are seeking a dynamic and experienced Senior Contact Center Engineer specializing in Genesys Cloud CX and other CCaaS offerings. This role is crucial for deploying, optimizing, and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency.

Primary Responsibilities:

• Manage and optimize cloud contact center solutions
• Serve as resident contact center technologies subject matter expert and team lead
• Handle service desk tickets and participate in on-call duties
• Design, administer, configure, install, provision, monitor, and troubleshoot Contact Center systems
• Collaborate with peers, architects, project managers, and business stakeholders on design, strategy, and project activities
• Create technical documentation and design low-impact application-related changes
• Complete assigned work items and support end users
• Maintain system documentation and knowledge base articles for the support of contact center applications
• Proactively identify and implement process and technology enhancements to improve our member experience
• 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:

• Solid understanding of telecommunications and Genesys Cloud CX and/or Amazon Connect and/or NICE CXOne platforms
• Proven excellent problem-solving skills and ability to work collaboratively in a fast-paced environment
• Proven consultative mindset with the ability to understand customer challenges and align business strategies with customer goals

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.