Contact Center Enterprise Architect – Remote

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.

UHC Technology is focused on driving change, modernization, and ensuring reliable and stable systems so that we can help to transform health care – making it easier, more affordable, and more effective for those we serve.  We are passionate about technology and the role it plays to create distinctive experiences to our constituents.  While we are always focused on how technology can help us deliver faster and with improved quality, we are far more enthusiastic about the ways technology can reinvent how we deliver on our mission in partnership with the UHC lines of business and Optum Technology.

As the Contact Center Enterprise Architect, you will develop and drive long-term architectural strategy for contact center capabilities in alignment with business objectives and customer experience goals. Bringing solid healthcare and regulatory experience to the role,  you will facilitate product capability strategy and support strategic architecture planning and transformation as well as define and enforce architectural principles, standards, and best practices to ensure consistency, maintainability, and interoperability. Additionally, you will provide thought leadership and guidance on AI/ML technologies for contact centers, work effectively in a highly matrixed organization with minimal supervision, and foster a close partnership with contact center operations teams to improve operational efficiency and customer satisfaction. It is essential for success in this role to stay up-to-date with industry trends and advancements in contact center tech and recommend innovative solutions.  

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Collaborate with stakeholders to define and communicate the strategic roadmap for transforming contact center architecture, ensuring alignment with business goals
• Lead the discovery process to analyze the current state, identify gaps, and explore innovative solution options to address business needs
• Work across organizational boundaries to resolve dependencies and prioritize conflicting objectives to accelerate architecture decisions
• Champion the adoption of disruptive technologies and lead strategic initiatives such as omnichannel integration, AI-driven self-service, and personalized customer interactions
• Provide expert insights on industry trends, technology advancements, and market dynamics to influence and support strategic business decisions
• Guide the development and implementation of architectural frameworks, blueprints, and documentation, particularly for AI/ML solutions, to enhance system functionality and customer experience
• Drive cost optimization by evaluating and selecting efficient vendors, tools, and technologies while simplifying and standardizing the contact center ecosystem
• Offer strategic and tactical architectural guidance to delivery teams, ensuring robust implementation of projects
• Troubleshoot architectural issues, deliver recommendations, and prepare materials for Architectural Review Boards to maintain system integrity and compliance
• Mentor junior architects and facilitate effective communication between technical teams and non-technical stakeholders to foster a collaborative environment

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor’s degree in computer science, information systems, or a STEM-related field
• 8+ years of enterprise and solution architecture experience, including execution based on business and product strategy
• 6+ years of full lifecycle software engineering experience using waterfall or agile frameworks
• 3+ years of experience driving cross-functional, matrixed project teams
• 3+ years of experience executing customers’ product roadmaps and linking defined problems to roadmap priorities
• 3+ years of contact center solution architecture experience, focusing on design, implementation, and support of cloud contact center solutions
• 2+ years of hands-on experience with contact center technologies like Salesforce, Pega, Genesys, Amazon Connect, and knowledge of CCaaS providers such as Webex, NICE, RingCentral, Five9, etc.
• Proven experience with developing and implementing a unified contact center strategy that aligns with organizational objectives and enhances operational efficiency
• Proficient experience in leveraging cloud technologies to design scalable, resilient, and secure contact center solutions
• Deep understanding of AI-based products and offerings in CCaaS, including natural language processing (NLP), machine learning frameworks, and AI-driven analytics

Preferred Qualifications:

• Demonstrated experience in integrating multiple communication channels into a cohesive contact center architecture
• Experience in developing reusable capabilities that can be leveraged across the organization
• Hands-on experience architecting the integration of CRM systems
• Experience in developing reusable capabilities that can be leveraged across the organization
• Demonstrated experience in integrating multiple communication channels into a cohesive contact center architecture
• Solid understanding of security and compliance standards in Healthcare
• Proven ability to develop and implement a unified contact center strategy that aligns with organizational objectives and enhances operational efficiency

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy 

The salary range for this role is $106,800 to $194,200 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.