Senior Architect

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

We are seeking an experienced Senior Solutions Architect with expertise in Amazon Connect-based contact center solutions and telephony integration. The ideal candidate will have a solid background in designing and implementing complex contact center architectures, with a focus on AI, GenAI, and other emerging technologies. This role requires hands-on technical skills, strategic thinking, and the ability to collaborate across multiple teams to drive innovation and excellence in our contact center offerings.

Primary Responsibilities:

• Architectural Design & Strategy
  • Lead the design and architecture of Amazon Connect-based contact center solutions with integrated telephony systems
  • Focus on areas including Product Development, Data & Analytics, Observability & Business Continuity, Routing, Desktop/CTI, WFM/WFO, Amazon Platform Integration, SBC/Telephony, AI, and GenAI technologies
  • Develop and implement architectural best practices to ensure scalability, reliability, and security of the contact center platform
• Technical Leadership
  • Provide hands-on expertise to create accelerators and frameworks for engineering and delivery teams
  • Mentor and guide junior architects and engineers, fostering a culture of continuous learning and improvement
  • Stay current with industry trends and emerging technologies from vendors such as Amazon, Google, Microsoft, Oracle, etc., and integrate them into the architecture as appropriate
• Collaboration & Communication
  • Collaborate with cross-functional teams including engineering, delivery, and product management to gather requirements and translate them into technical specifications
  • Clearly communicate complex technical concepts and solutions in both written and verbal form to stakeholders at all levels
  • Utilize design tools such as Drawio, PlantUML, Mermaid, PowerPoint, Miro, and Figma to create comprehensive architectural diagrams and documentation
• Problem Solving & Support
  • Address production and non-production issues, providing expert support to resolve technical challenges promptly
  • Lead the lifecycle from feature grooming to Day 2 support, ensuring quality deliverables and customer satisfaction
  • Analyze and understand protocol stacks and data entity models to troubleshoot and optimize system performance
• Innovation & Continuous Improvement
  • Evaluate and implement AI and GenAI solutions to enhance the contact center capabilities
  • Develop strategies for observability and business continuity to ensure system resilience
  • Drive innovation by integrating industry standards and technologies into the contact center platform
  • Collaborate with vendor product teams to align their product roadmap with future needs
  • Collaborate with vendor support teams to manage key issues on vendor platform
• 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:

• B. Tech. /MCA (Minimum 16 years of formal education)
• 12+ years of 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 Amazon Connect and integrating telephony solutions
• Extensive experience in Product Development, Data & Analytics, Routing, Desktop/CTI, WFM/WFO, and SBC/Telephony
• Expertise in AI and GenAI technologies applied within contact center environments

Preferred Qualifications:

• Certifications such as AWS Certified Solutions Architect – Professional
• Experience working with vendors like Amazon, Google, Microsoft, and Oracle
• Knowledge of industry standards and best practices in contact center technologies
• Familiarity with agile methodologies and DevOps practices

Skill set:

• Technical Skills
  • Hands-on experience with design and collaboration tools like Draw.io, PlantUML, Mermaid, PowerPoint, Word, Excel, Miro, and Figma
  • 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
  • Solid knowledge of application, technology, and data architecture principles
  • Proficiency in understanding and analyzing protocol stacks and data entities
  • Familiarity with cloud platforms (AWS, Azure, Google Cloud) and services
• Soft Skills
  • Experience working with US stakeholders, and working in matrix organizations
  • Excellent communication and presentation skills
  • Solid analytical and problem-solving abilities
  • Ability to articulate thoughts clearly in both written and verbal communication
  • Leadership skills with the ability to influence and inspire teams

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.